Events & Customer Experience Lead – F&B Division

Job Summary

As the Events & Customer Experience Lead, you will oversee the planning, coordination, andexecution of events across multiple brands and locations while ensuring exceptional customerservice standards are upheld. This role involves sourcing event opportunities, managing event logistics, training front-of-house teams, and enhancing the overall customer experience across thegroup.

Key Responsibilities

Event Management :

• Lead end-to-end event execution from initial planning and logistics to on-site coordination and internal debriefs ensuring flawless delivery of all event components and if applicable, adherence to event organizer requirements.
• Oversee event budgets to ensure cost control and profitability. Deliver post-event performance reports with clear KPIs including budget outcomes, guest satisfaction, and conversion metrics to inform future event strategy and ROI improvement.
• Collaborate with operations teams to tailor events to each outlet’s strengths, capabilities, and available resources.
• Act as the primary liaison between clients, event partners, and internal teams, ensuring clear communication and alignment throughout the event lifecycle.
• Anticipate and manage event risks by developing contingency plans to ensure smooth executionunder unforeseen circumstances.
• Support the identification of event opportunities including private, corporate, and seasonal todrive business growth.
• Coordinate with marketing teams to support event and outlet promotions, enhance brandvisibility, and drive audience engagement across relevant channels.

Customer Experience and Team Leadership :

Qualifications

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