Customer Experience & Systems Specialist (m/w/d)

IFA Berlin is hiring a Customer Experience & Systems Specialist (m/w/d) to support exhibitors and partners through IFA and help shape the next wave of digital services. The role centers on running the exhibitor portal (eZone), guiding stand plan approvals, ensuring data quality, expanding AI-powered support, and partnering with the Operations team to keep processes smooth.

The position is full-time and onsite in Berlin, aligned with IFA events. You’ll collaborate across the Exhibitor Services Desk and Operations to help exhibitors from onboarding through showtime, and you’ll enjoy working at a fast-moving event with a hands-on, tech-enabled approach. If you like turning customer needs into practical digital solutions, this role could fit you well.

You’ll join a team that interfaces with international exhibitors and major technology brands, contributing to the exhibitor experience at one of the world’s leading tech shows without relying on remote-only work structures.

Shaping exhibitor experiences and digital tools

From onboarding to the moment the doors open, you’ll assist exhibitors and contractors with portal access, services, logistics, badges and stand construction, while keeping data clean and consistent across the CRM and connected systems.

You’ll own and optimise the exhibitor portal (eZone), translating Operations’ requirements into practical updates and enhancements that improve daily workflows.

Working closely with Operations, you’ll oversee the stand plan approval process and maintain data quality across systems as plans evolve for the event.

You’ll push forward AI-powered self-service by refining the knowledge base and tutorials, and you’ll manage exhibitor communications plus automated mailing processes to keep everyone informed.

During setup and the show, you’ll coordinate temporary staff and provide on-site support at the Exhibitor Services Desk, helping exhibitors run smoothly from start to finish.

Your profile essentials

You have hands-on experience in customer service or exhibitor support and feel comfortable with CRM systems, web portals and other digital tools. You approach tasks in a structured, independent way and stay organized when things get busy.

• Experience in customer service or exhibitor support, ideally within events or a B2B setting
• Comfort using CRM systems, exhibitor portals and other digital tools
• A structured, autonomous, problem-solving approach with strong organizational skills in busy environments
• Fluency in German and English

Nice-to-haves for the role

• Experience in the trade show, event or B2B industry
• Familiarity with CRM systems, web portals and digital tools
• Interest in AI, automation and digital self-service solutions
• Strong communication skills and a customer-focused mindset
• Mandarin language ability is a plus

What you’ll get and how you’ll work

The role is full-time and onsite in Berlin, with a modern office in the heart of the city and collaboration across international exhibitors and a dedicated Operations team.

Benefits include a contribution to a company pension scheme, a subsidy for EGYM Wellpass or BusinessBike, and access to attractive corporate benefits. The role offers ownership and creative freedom to shape digital platforms and processes, with real opportunities to implement AI and automation initiatives and directly influence the exhibitor experience.

On-site work is required during event setup and throughout the show, including weekends when needed. You’ll be part of a team that keeps operations running smoothly during IFA and helps exhibitors deliver their best experience.

Tips for your application

Lead your resume with the hands-on work you’ve done supporting exhibitors and handling on-site operations, including portal access, services and logistics, stand construction and badge issues.

When you describe your must-have skills, show concrete examples of using CRM systems and exhibitor portals, demonstrating how you helped maintain data quality across connected tools and how you communicate in German and English.

Be ready to talk through how you would approach improving AI-powered self-service and the knowledge base, plus how you’ve coordinated with Operations to approve stand plans and manage exhibitor communications.

Consider asking about current pain points with the exhibitor portal and what success looks like in the first 90 days, or how exhibitor satisfaction and automation metrics are tracked today. A thoughtful question like: what are the most immediate challenges with the eZone portal and what would a successful first three months look like?