Company Description

Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

Job Description

The Customer Service team is the main point of contact for all after-sales queries which includes all event participants (internal and external): exhibitors, visitors and the EMEA portfolio teams (serving a range of events, international clients and internal departments). The department helps in both a re-active and pro-active way to ensure our customers receive all the attention and care they need to make the most of the event. The core function includes but is not limited to: supporting all customers, liaising and working closely with the event team, including marketing, operations, sales and credit control departments.

The Customer Service Team is a vital communication connection sharing the voice of the attendees with all internal departments. The Team owns their customer queries and work proactively to resolve these quickly with a clear response and resolution for the customer. They provide continual support for exhibitors (once a stand has been purchased) and visitors (after they have registered to attend an event) at every stage of the customer journey: pre-show, onsite and post-show follow up.

The Senior Customer Success Executive role will serve as a dedicated point of contact for our Key Accounts / High Value Clients, handling all aspects of their entire service journey. It demonstrates our evolution from reactive servicing towards a proactive, anticipatory approach of serving our customers. We are looking for an individual with passion for providing excellent customer service and an excitement to drive winning customer experience expansion strategies.

Job Summary/Responsibilities for Senior Customer Success Executive:

Be responsible for an assigned portfolio of High Value Customer accounts by acting as the primary liaison between High Value Customers and other members of the service support team/internal departmentsMaintain a service level of 1 working day when dealing with assigned HV customer accountsProvide allocated High Value Customers with a personalised, high-touch service experience, and become a significant factor in generating customer advocacyReceive High Value Customer queries via all available demand channelsMain point of contact for High Value Customers on specific event portfolio stakeholder relationshipsActing as the Subject Matter Expert ensure the highest level of customer service to our High Value Customers making sure all queries are replied to, followed-up and resolved in very prompt timely mannerProactively plan and execute daily tasks around supporting and assisting High Value Key Customers to help them prepare for the show through comms fulfilment and proactive outbound calls to include but not limited to, explaining/onboarding the Exhibitor Manual, badge registrations, forms and letters, utilization of Informa’s tech tools and performing these tasks at times on behalf of customers when neededCapture/update customer data into CRM systems and/or any other relevant internal platforms, perform regular health checks on customer data and information, and update relevant teams with any changes i.e. Sales, Sales Operations etc.Support the development and implementation of integrated customers communication plans through one-on-one interactions with Key High Value Customer accounts making sure all internal requirements are met ahead of scheduled deadlinesConduct feedback reviews with High Value Key Customers to determine satisfaction and use findings to improve on areas of concerns in the customer journey when using Informa’s services (exhibitor manual, new launches, products and digital solutions)1st line technical support for digital products/toolsAct as the primary customer service support channel and coordination for High Value Key Customers onsite during showsGive input into customer service reports for Events teams with best practice and suggestions for improvements based on customers feedbackMain point of contact for customer complaints to resolve alongside Customer Service Team LeadersMaintain a high level of professionalism and be committed with the allocated High Value Customers, by providing a service of excellence in all communication channels

Additional Customer Service Team Support Responsibilities:

Support customer support inbound channels (voice, chat, what’s app and email) when High Value support is in low demand / busy periods require itSupport all outbound comms fulfilment (updating draft phases and sending) on allocated portfoliosAttend portfolio event meetingsInput into post-show debriefs for allocated portfoliosSupport Teams channels for allocated portfoliosMaintain KB documents for event updatesSupport all shows onsite (not inclusive to High Value or allocated Portfolios) when there is a requirementAd hoc duties as instructed by Team Leaders - London and Senior Customer Service Manager

Key Indicators of Success Factors:

Increasing Customer Satisfaction, improving NPS and effort scores / retentionSpotting and addressing issues before a customerContacting the High Value Customers in proactive way so effort is taken out for them to reach usReceiving positive feedback from customers, internal teams and senior stakeholdersContribution to Informa’s legacy and reputation

QualificationsExcellent communicator, team player and a multi-taskerPrior customer service role experience Quick learner who is self-sufficient and uses initiativeProactive problem-solverA self-starter with a high level of enthusiasm and accuracyGreat attention to detailExceptional multi-tasking skillsExcellent organizer and able to work in a busy environmentFlexible, creative and versatileHighly self-motivated with exceptional time managementAdaptable to change and working in a fast paced environmentExperience using Salesforce or other CRM experience preferableStrengths in attention to detailExceptional prioritising skills while able to work in an ever-evolving environmentAbility to deliver quality output on time and work with deadlines/targetsExcellent personable skills and past experience in F2F customer service is an advantage / account manager roleGood computer skills (Microsoft Office – Excel, Word, PowerPoint)Experience/understanding of B2B exhibitions is preferable

Additional Information

In support of the UK Governments initiative to increase the representation of disabled individuals in the workplace, we actively encourage and welcome applications from candidates that consider themselves to be disabled and/or are registered with ISKUR.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com

Our benefits include: 

Time out: Take up to four days per year to volunteer, plus a day off for your birthday!Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and most of us balance time in the office with time working remotely.A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares.Company funded private medical insurance.The opportunity to develop your career with bespoke training and learning and on-demand access to thousands of courses on LinkedIn Learning.When it’s time for the next step, we encourage and support internal job moves.Great community: a welcoming culture, our fantastic Walk the World charity day and active colleague run diversity and inclusion networks.As an international company, the chance to collaborate with teams around the world.

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

See how Informa handles your personal data when you apply for a job here.