Group Director - Marketing & Customer Experience

Messe Frankfurt Middle East is one of the regions leading trade fair organizers, connecting businesses, industries, and innovation through world-class exhibitions and conferences. As a subsidiary of Messe Frankfurt, one of the worlds largest event organizers, we bring global expertise to the Middle East, hosting market-leading events across diverse sectors, including technology, automotive, beauty, security, and more. With a strong presence in Dubai, we drive industry growth by delivering exceptional business platforms that foster networking, knowledge sharing, and commercial success.

This role is pivotal in driving our marketing, PR, communications, and customer experience strategies, ensuring a seamless and world-class experience for all stakeholders. As we continue to innovate and elevate our brand presence, this position will play a key role in shaping our future growth and success.

Group Director, Marketing & Customer Experience About the Role

This strategic leadership role will oversee multiple functions, including PR, Communications, Premium Visitor Experience, Telemarketing, and Customer Success, ensuring best practices, efficiency, and alignment with corporate branding and strategic objectives. Reporting to the Chief Commercial Officer, the Group Director will work closely with Portfolio Directors, the Group Creative Director, and the Group Operations Director while leading key department heads.

Key Responsibilities:

• Develop a 35-year roadmap for marketing and customer experience strategies, aligned with Messe Frankfurt Middle Easts business goals, focusing on innovation, digital transformation, and commercial growth.
• Establish and lead cross-portfolio collaboration strategies to enhance efficiency, consistency, and branding alignment.
• Define clear KPIs and accountability frameworks for all teams to ensure performance excellence.
• Serve as the primary marketing contact for Messe Frankfurt headquarters, ensuring alignment with global strategies.
• Build and manage relationships with key stakeholders, including media partners, sponsors, and government entities, to strengthen market positioning.
• Present quarterly performance updates to senior leadership, highlighting successes, insights, and improvement opportunities.

Marketing, PR & Communications:

• Align marketing goals with revenue and customer growth objectives.
• Inspire and support marketing teams in executing high-impact integrated campaigns across digital, print, social media, and experiential channels.
• Conduct regular marketing performance reviews, ensuring continuous optimization and innovation.
• Develop and implement a data-driven approach to audience segmentation, enhancing ROI.
• Strengthen digital channels, incorporating cutting-edge technology to enhance customer engagement.
• Oversee PR and corporate communication strategies, ensuring a strong public image and proactive media engagement.

Customer Experience:

• Implement innovative visitor engagement and retention strategies, particularly for VIPs, Government, and Hosted Buyers.
• Optimize premium visitor experience, building and maintaining high-value databases.
• Engage with suppliers, including hotels and airlines, to enhance customer value and maximize commercial viability.
• Lead the new Customer Success team, ensuring seamless post-sale communication and increased exhibitor and visitor satisfaction.
• Collaborate with sales and operations teams to develop integrated strategies that enhance customer engagement and event success.

Qualifications & Experience:

• Progressive marketing leadership experience, ideally within the exhibitions or trade show industry.
• Proven ability to develop and execute successful marketing strategies for large-scale events.
• Strong expertise in PR, communications, and customer success management.
• Deep understanding of digital marketing, analytics, and customer engagement strategies.
• Exceptional leadership skills with the ability to inspire and build high-performing teams.
• Excellent communication, negotiation, and presentation abilities.
• A global mindset with experience in the Middle East and Africa region is preferred.

Why Apply

This is a rare opportunity to join the senior leadership team at Messe Frankfurt Middle East, spearheading marketing innovation and customer experience excellence across our diverse event portfolios.