Customer Experience Associate

Job function
Sales & Client Services
Job type
Perm Full Time
Job location
Competitive market rate salary
Job ref

We're looking for a Customer Experience Associate to join our team in London and become an integral part of the Delegate Experience team across Ascential’s events.

The Customer Experience Associate is responsible for delivering a premium experience for Money20/20 USA and Money20/20 Europe. The ideal candidate should be extremely organized, detail-oriented, and enjoy working within a fast-paced environment. The candidate should also be self-driven, with excellent written and verbal communication skills with a passion to exceed customer expectations.

Key Responsibilities 

  • To deliver a first-class experience to our attendees from the first point of contact onwards and to respond to all queries within 1 working day across all customer service touch points.

  • To manage our phone line, event inboxes and live chat during working hours to ensure all queries are answered swiftly, informatively and politely.

  • To be customer facing and manage the registration desk onsite at selected events. This will include Money20/20 Amsterdam in June and Cannes Lions in June with a possibility to travel to additional events in our portfolio.

  • To process and approve applications for selected pass types.

  • To monitor, manage and clean company and contact data.

  • To proofread documents including copy for the website and customer newsletters.

  • To pull reports and share regular updates on bookings for Money20/20.

  • In quieter periods for Money20/20, you will be required to work on Cannes Lions and LIONS Membership and any additional events in our portfolio.

  • To support the team with ongoing customer experience enhancement projects.

  • Must be available to work extended hours (11am-7.30pm GMT) twice a week during peak time for Money20/20 Vegas (during the months of August – October) to support the New York team.  

Your Experience

  • A minimum of 1 year’s experience or more in a customer facing or administrative support role.

  • Excellent oral and written communication skills.

  • A great communicator – with colleagues and customers alike.

  • Must be extremely customer service-oriented with a passion to exceed customer expectations.

  • Strong attention to detail, good at organising, multi-tasking and using own initiative.

  • Good computer skills (basic knowledge of G-Suite products eg Gmail, Google Docs, Google Sheets etc); experience using Salesforce is an advantage.

  • Must be available to travel to selected events.

  • A team player who’s not afraid to work long hours when necessary to get the job done.


What We Offer

Our benefits package incorporates what we’re passionate about – unlocking your future, overall well-being and sustainability – whilst giving you control over your benefits.

  • 25 days of holiday per year – with the option to buy or sell between 1-5 days 

  • Great learning and development opportunities 

  • Pension, Private Medical and Dental Insurance plans

  • Life Assurance; Income Protection and Critical Illness covers 

  • Option to opt into the Ascential Shares Scheme 

  • Volunteering opportunities 

  • Season ticket loans 

In addition, we offer flexible benefit packages that include Cycle to Work; Retail Vouchers; Gourmet Card; Gym Flex, Health Assessments and Will Writing. 

We also place great importance on health, lifestyle and wellbeing consistently, in which you will have the options to fuel up on free fruit, attend yoga sessions, join our running club, or perhaps taking up on a lunchtime massages. 

Inclusive Workforce

At Ascential, our goal is to create a culture where individuals of all backgrounds feel comfortable in bringing their authentic selves to work. We want all Ascential people to feel included and truly empowered to contribute fully to our vision and goals.

Everyone who applies will receive fair consideration for employment. We do not discriminate based upon race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.

If you have any accessibility requirements that would make you more comfortable during the application and interview process, please let us know so that we can support you.

For more information on our culture, visit

About Money 20/20

We’ve created a space where the smartest, most outrageously inventive and ambitious people in the financial industry can connect and create. With the pace of industry change increasing and the reach of new possibilities expanding, this is needed more than ever.

Joining us will let you be part of one of the fastest growing event brands in the world. It’s an opportunity to really push the boundaries and release your creative spirit at a company that does things differently on a global platform.

About Lions

We’ve been championing creativity since 1954. Today, we’re the world’s biggest festival for the creative and marketing communications, entertainment, design and tech industries.

Join us, and you’ll be joining an events company with a strong purpose – we believe in our product, and that creativity can save the world. We have a truly global outlook, allowing you to speak to some of the world’s most fast moving and exciting businesses

Want More Info? 

Find out more on what our people say:

Ascential YouTube Channel 

If we inspire you, why not join and inspire us?