Marketing & Events Executive

We are an independent membership body, with a diverse range of members across all sectors and industries. Our vision is to see a world where excellent customer service has a positive and sustained impact on individuals, organisations and the economic performance of UK Plc.

This is an exceptional opportunity to promote and deliver a programme of events which increases member and non-member engagement and ensures members gain maximum value from their membership.

KEY RESPONSIBILITIES 

1. Events planning & delivery

• Plan and implement national profile-raising events to support member engagement - including the flagship Annual Conference & Awards, AGM, Head to Head interviews, research launches, National Customer Service Week and member meetings. 

• Co-ordinate pan-Institute events and maintain an overview of departmental plans to ensure alignment, effective planning and resource management. 

• Manage relationships and commercial contracts with suppliers to ensure events meet marketing, operational and commercial objectives. 

• Plan and implement National Customer Service Week, providing collateral and resources for colleagues to share with members and supporting activity across the business. 

• Maintain a speaker database to support the identification and selection of appropriate speakers for Institute events. 

• Work with colleagues to develop and maintain business processes relating to events, promoting efficient, consistent and effective ways of working. 

2. Event marketing, communications & brand delivery

• Work closely with the Senior Brand & Digital Manager to ensure online and offline communications relating to events are fully integrated, consistent and coherent, and that offline activity drives relevant traffic to The Institute’s website. 

• Manage and update the events and bookings section of the website, ensuring key events are promoted across the business and membership in a planned and timely manner. 

• Create and update brand materials for presentations, collateral, exhibition stands and other Institute literature, ensuring high-quality outputs that comply with The Institute’s brand identity and meet deadlines. 

• Create and maintain digital communication templates to ensure event invitations, reminders and follow-up communications are consistent in language, tone and imagery. 

• Create, audit and maintain communications and event content on the Institute’s intranet to maximise awareness and attendance at events. 

3. Event performance, reporting & continuous improvement

• Measure and assess event ROI through post-event surveys, feedback analysis and reporting, enabling The Institute to respond to customer feedback and continually improve the customer experience. 

• Create and maintain target attendee lists, working with colleagues to ensure events are appropriately targeted and maximise member engagement. 

• Create, report on and be accountable for key metrics relating to communications and sales activity associated with customer events, monitoring performance against success criteria and identifying opportunities for improvement. 

4. Portis: The Service Innovation Hub & Mini MBA in Strategic Service Leadership - Delivery

• Providing marketing and logistical support to Portis cohorts, ensuring a smooth participant journey from enrolment through to completion. 

• Support coordination of Portis pre-cohort communications - including onboarding information, key dates, expectations and engagement activities. 

• Assist with Portis cohort administration where required - including relationship management with participants, enrolment tracking, attendance monitoring and ongoing communications. 

• Coordinate logistics and liaison for in-person Service Labs, working with facilitators, venues and participants to ensure effective delivery. 

• Support the ongoing operation and management of the Portis virtual learning environment (VLE) - including uploading and maintaining content, managing resources and ensuring participants have access to all relevant materials. 

• Work closely with internal teams and facilitators to identify improvements to the Portis experience and support continuous development of the programme. 

5. Internal Communications & Brand Management

• Work with HR and the internal communications working group to lead internal communications activity. 

• Manage the monthly internal newsletter, ensuring content is timely, engaging and aligned with organisational priorities. 

• Act as an internal brand guardian, ensuring consistent application of The Institute’s brand identity across internal communications and materials.