Informa’s Customer Success Team is seeking a full-time Senior Client Services Manager to support a portfolio of events within the US. The Senior Client Services Manager will interface with the senior management team and will focus on establishing strategic plans and objectives to create, drive, and sustain a world-class customer experience. This is a critical role in leading forward our Customer 1st philosophy via delivering beyond the expectation of our client base through the management and development of the Client Services Team.
Key areas of responsibility include leading the strategy and day-to-day customer service operations for events, partnering with stakeholders, customers and other departments to understand needs and areas of opportunity, managing partnerships with suppliers as it relates to delivering customer experience.
You are accountable for:
Leading an Engaged and Empowered Team
Create and implement strategies for Client Services across the business
Communicate strategies to ensure the customer experience standards and performance expectations of providing high quality customer service to the company’s client/customer base
Manage structured and unstructured communication to ensure clarity and tracking around group goals, identification of opportunities and challenges, and management of timelines, show requirements and team KPIs
Champion opportunities to consistently improve the quality of the Customer Experience
Lead onsite Floor Manager functions within the Client Service group
Managing attendee and exhibitor experience
Embody and exuberate a Customer First mentality; Working with our customers before, during and after the event to EXCEED their business objectives every day of the year
Lead development and execution of inbound and outbound efforts to ensure smooth participation in our events (includes internal team and outsourced call centers)
Facilitate and track client feedback around experiences for reporting and process improvement (surveys, advisory board, focus groups, etc.)
Develop and execute plans to improve client experience on an ongoing basis
Understand market differentiators and lead communication to address the uniqueness while maintaining a consistent process
Train and mentor new colleagues and facilitate ongoing team trainings
Manage high touch experience for staff, speakers, VIP’s, hosted buyers and other key groups
Manage customer service related technologies in conjunction with appropriate partner departments; i.e. phone menus, chat functionality, call center management software
Create, share and update team content and scripts
Work with show marketing teams on FAQ’s for our websites and onsite material
Collaborate with operations, show teams and other at event staff to ensure information shared onsite is accurate and effective
Collaborate with Operations and other show groups on Health and Safety initiatives
Work with the General Service Contractor to develop and maintain the Exhibitor Manual for our trade events
Work with our other vendors (A/V, registration, housing, etc.) as it pertains to show information for attendees and exhibitors
Manage procurement and integration process of new technologies
Communicate contract obligations and inclusions in national and department wide agreements to internal teams
Identify opportunities for efficiencies, cost savings, increased service levels, etc
Partner with Learning & Performance Team to conduct trainings as needed
What we offer:
Competitive Compensation Package
Access to LinkedIn Learning and other development/training opportunities
Health and Wellness Benefits (medical, dental, vision)
401K and Matching
Employee Stock Purchase Plan
Generous PTO policy
Dog friendly office with onsite gym and bike room
Discounts through various company partnerships
This role reports to the Vice President; Operations, and this position is classified as Exempt for FLSA.
Informa is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, or national origin.
What to learn more about Informa and what makes us a great company? Check out the links below!
6-8 years of experience managing call centers and customer service teams; Experience in the Exhibitions industry a plus.
Five plus (5+) years of experience in leading customer experience initiatives
Knowledge of customer service technologies and processes to improve customer experience
Ability to track and utilize data and analytics to improve customer experience
Strong project management and organization skills to meet deadlines
Excellent written and oral communication to internal and external partners, stakeholders, and clients
Confidence in MS Office (Outlook, Word, Excel, PowerPoint, Visio) skills
Innovative mindset and positive attitude!
Internal Number: BCX-CSX-05334
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