What we're looking for: 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 you bring to the team: Bachelor's Degree or Equivalent 6-8 years of experience managing customer service teams 8+ years of experience in the Exhibitions industry 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! 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 Work-life balance Dog friendly office with onsite gym and bike room Discounts through various company partnerships This role reports to the Senior Director of Operations, and this position is classified as Exempt for FLSA. Job Reference: BCX-CSX-005633Salary Range: NAMinimum Qualification5 - 7 years
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.