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Customer Experience & Registration Manager – arenaflex
Join arenaflex: Shape the Future of Professional Medical-Aesthetic Conferences
Are you a dynamic leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where your expertise directly impacts the success of world-class professional events? If so, arenaflex invites you to explore an exciting opportunity as our Customer Experience & Registration Manager for our North American medical-aesthetic and anti-aging conference portfolio.
At arenaflex, we believe that meaningful connections transform industries and careers. As part of a globally recognized enterprise with trusted brands spanning specialist markets across more than 30 countries, we are dedicated to connecting professionals with the knowledge, networks, and opportunities they need to excel. With approximately 800 events annually, cutting-edge digital platforms, and award-winning professional development programs, arenaflex stands at the forefront of professional learning and business connection worldwide.
This role offers a unique opportunity to lead attendee support and registration operations for premier medical-aesthetic and anti-aging conferences across North America. You'll be instrumental in creating seamless experiences for thousands of healthcare professionals, physicians, and industry leaders who attend our events to advance their practices and stay at the forefront of their fields.
Position Overview
Based in our Georgia, NYC, or Chicago office, the Customer Experience & Registration Manager will oversee the complete lifecycle of attendee registration and support operations for multiple North American medical-aesthetic and anti-aging conferences. This position requires a strategic thinker who can balance meticulous attention to detail with the ability to drive continuous improvement in our customer service delivery.
You will serve as the primary owner of registration operations, working closely with cross-functional teams including Finance, Marketing, and Event Operations to ensure a flawless attendee journey from first click to post-event follow-up. Your leadership will directly impact our ability to deliver exceptional experiences that drive attendee satisfaction, retention, and revenue growth.
What You'll Do: Key Responsibilities
Registration Leadership
- End-to-End Registration Management: Lead the complete registration cycle from initial system build through post-event closeout, managing timelines, implementing updates, and ensuring pristine data integrity throughout the process.
- System Administration: Serve as the primary registration system administrator with responsibility for advanced reporting, pricing rule configuration, thorough testing protocols, and comprehensive data management across all event platforms.
- UX Optimization: Design and implement user-focused registration pages that maximize completion rates, minimize cart abandonment, and create a frictionless experience for all attendees.
- Project Management: Develop and meticulously track project schedules and budgets while aligning internal stakeholders and external vendors to consistently achieve timeline and financial targets.
- Onsite Operations: Coordinate all onsite registration operations including equipment logistics, supplies management, badge printing systems, and supervision of temporary staff to maintain average check-in times within established service-level targets.
- Strategic Partnership: Collaborate with Finance and Marketing teams to align pricing strategies, data priorities, and automated attendee communications including confirmations, reminders, and pre-event informational content.
- Data Analysis & Optimization: Analyze registration data and emerging trends to recommend real-time optimizations during live events and inform future-event planning and improvement initiatives.
- Training & Documentation: Create comprehensive training manuals, FAQs, and deliver targeted registration-specific training programs to internal teams and temporary onsite staff.
Customer Service Excellence
- Expert Support Delivery: Provide high-level attendee support across phone, chat, and email channels, expertly troubleshooting payment issues, refund requests, credential problems, and access concerns.
- Inbox Management: Maintain shared event inboxes to ensure timely, accurate, and brand-consistent responses that reflect arenaflex's commitment to exceptional service.
- Performance Monitoring: Monitor key service metrics including response times, resolution rates, and customer satisfaction scores; report trends to leadership and drive continuous-improvement initiatives.
- Financial Processing: Oversee the accurate processing of payments, refunds, and reimbursements in strict accordance with event policies and financial controls.
- Leadership Reporting: Report service trends and customer experience insights to senior leadership while collaborating on strategic customer-experience initiatives.
What We're Looking For: Qualifications & Experience
Essential Qualifications
- Educational Background: Bachelor's degree preferred, or equivalent combination of education and professional experience demonstrating readiness for this leadership role.
- Professional Experience: 3-5 years of progressive experience in event registration management or customer service operations, with a proven track record of success in high-volume, complex event environments.
- Technical Proficiency: Hands-on expertise with Stova or similar large-scale registration platforms, demonstrating advanced system administration capabilities.
- Data Management Skills: Strong CRM and database proficiency with the ability to extract, analyze, and interpret complex datasets to drive decision-making.
- Communication Excellence: Outstanding written and verbal communication skills with the ability to articulate clearly across all organizational levels and with external stakeholders.
- Collaboration Skills: Demonstrated success in cross-functional partnership and stakeholder management across multiple departments.
- Analytical Capabilities: Sound analytical and problem-solving skills with the ability to translate data insights into actionable recommendations.
- Performance Orientation: Proven track record of meeting tight deadlines and exceeding service-level goals in fast-paced environments.
Preferred Attributes
- Experience in medical, healthcare, or scientific conference environments
- Familiarity with payment processing systems and financial controls
- Project management certification (PMP, CAPM, or equivalent)
- Experience with customer experience platforms and service optimization tools
- Background in training and developing temporary staff teams
Skills & Competencies for Success
At arenaflex, we value leaders who bring both technical expertise and interpersonal excellence. The ideal candidate will demonstrate:
- Customer-Centric Mindset: A genuine commitment to understanding and exceeding attendee expectations, viewing every interaction as an opportunity to build lasting relationships.
- Operational Excellence: Meticulous attention to detail and quality, ensuring accuracy in all aspects of registration data, financial processing, and service delivery.
- Adaptive Leadership: The ability to thrive in dynamic environments, quickly adjusting to changing priorities while maintaining composure and delivering results.
- Strategic Thinking: Capacity to see the big picture while managing complex operational details, connecting daily activities to broader organizational objectives.
- Innovative Problem-Solving: Creative approach to challenges, developing solutions that enhance efficiency and improve the attendee experience.
- Collaborative Spirit: Genuine enthusiasm for teamwork, actively contributing to a positive team environment and supporting colleagues across the organization.
Career Growth & Development at arenaflex
When you join arenaflex, you're not just accepting a job—you're launching a career with unlimited potential. We are deeply invested in the growth and development of our colleagues, providing robust opportunities for advancement and skill development.
As part of a global organization, you'll have access to diverse career paths across multiple regions and business units. Whether you're interested in expanding your expertise in event operations, exploring leadership roles in customer experience, or transitioning into related areas such as marketing, sales, or product development, arenaflex supports your journey with:
- Bespoke Training Programs: Customized learning pathways designed to help you develop the specific skills needed for your career goals.
- Mentorship Platforms: Access to experienced leaders who can guide your professional development and provide valuable industry insights.
- LinkedIn Learning Access: On-demand learning with thousands of courses available to enhance your skills at your own pace.
- Internal Mobility: When opportunities arise, we actively encourage and support internal job moves, prioritizing the growth of our existing team members.
Our commitment to your development means that as you excel in this role, you'll have the framework and support needed to take your career to the next level—whether that's expanding your scope to additional event portfolios, moving into senior leadership positions, or exploring new directions within our global organization.
Work Environment & Culture
At arenaflex, we believe that great things happen when people connect. That's why we embrace a collaborative work model that combines the energy of in-person collaboration with the flexibility of remote work. Our colleagues spend three or more days per week together in our offices or with customers and partners, fostering the meaningful relationships that drive innovation and success.
When you're not collaborating in one of our offices or joining customers at events, you have the flexibility and support to work from home or remotely, allowing you to maintain productivity while balancing your personal needs.
Our culture is built on values of inclusion, support, and shared success. We work hard to ensure that Life at arenaflex is rewarding, supportive, and enjoyable for everyone. Here's what you can expect:
- Welcoming Community: A culture characterized by in-person and online social events, our fantastic Walk the World charity day, and active colleague groups and networks that promote a positive, supportive, and collaborative environment.
- Meaningful Impact: The opportunity to make a difference through our corporate responsibility programs, including up to four days per year for volunteer work with charity match funding available.
- Recognition & Appreciation: Global awards and kudos programs that celebrate great work and acknowledge contributions across the organization.
- Global Collaboration: As an international company, you'll have the chance to work with and learn from teams around the world, expanding your professional network and global perspective.
Compensation & Benefits
arenaflex is committed to recognizing your contributions with a competitive and comprehensive benefits package. The salary range for this role is $75,000-$83,000, commensurate with experience and qualifications.
Our benefits package includes:
- Time Off: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day, and the opportunity to work from almost anywhere for up to four weeks per year.
- Financial Security: 401(k) with company matching, ensuring your retirement savings receive meaningful support.
- Health & Wellness: Comprehensive medical, vision, and dental insurance coverage for you and your family.
- Family Support: Generous parental leave policies to support you during important life moments.
- Stock Program: Employee Stock Purchase Plan (ESPP) offering company shares at a minimum 15% discount.
- Wellbeing Resources: Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app, and comprehensive mental health resources.
- Professional Development: Access to extensive learning platforms and career development resources.
Our Commitment to Inclusion
At arenaflex, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed and valued. We believe that diverse teams drive innovation and better serve our customers and communities.
As part of our diversity and inclusion commitments, arenaflex is formally an Equal Opportunities Employer. This means we base all employment decisions on relevant qualifications and merit—we do not discriminate on the basis of key characteristics and statuses, including all those protected by law. We welcome the unique contributions that each person brings to our organization and encourage all qualified candidates to apply.
If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process, please inform the Talent Acquisition Partner for this role. Your request will be reviewed and considered in confidence.
Apply Today
We're not solely focused on a checklist of skills at arenaflex. We champion energy, ambition, and the willingness to roll up your sleeves and get involved. If this opportunity sounds like a match and you possess most—although not all—of the skills and experience listed, we warmly welcome your application.
Join arenaflex and become part of a global community that's connecting professionals to knowledge and opportunities that transform careers and industries. Your next chapter starts here.
This posting will automatically expire on 9/22/2025.