Deputy Head of Delegate Services

 

About Us

The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.

At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.

In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.

Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.

Build a newsworthy career at the FT.

Our Commitment to Diversity, Equity and Inclusion

We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.

The Role

FT Live is currently recruiting for the role of Deputy Head of Delegate Services, Acquisition & Customer Services, based in the London office.

This role will support the Head of Delegate Services, assisting in leading a team of delegate services managers across paid and VIP categories. You will play a key role in helping to shape how we sell our event proposition to prospective delegates whilst contributing to the development of the team, our processes and strategy. Whilst the ultimate responsibility for delegate revenue targets and VIP audience recruitment will rest with the Head of Delegate Services, you will be integral in ensuring that FT Live's delegate targets are met. Of equal importance will be your role in ensuring responsive and accurate customer service, contributing to the delivery of a premium experience that reflects the standards expected from the Financial Times.

The Deputy Head role will contribute significantly to FT Live’s 'Premium Experiences' strategy, supporting the Head of Delegate Services in driving improvements across the team and ensuring operational excellence.

Success in this role will be defined by your ability to support the creation of a stable and high-performing delegate acquisition and customer services team. You'll work to foster a positive and proactive work environment, ensure team alignment with sales targets, and contribute to the ongoing development of FT Live's events and annual revenues.

Key Responsibilities

• To support the Head of Delegate Services in building a high-performing delegate acquisition and customer function, aligned with FT Live's Premium Experiences strategy.

• Assist in overseeing Delegate Services operations across EMEA, US & Asia, providing insights on the unique challenges presented by each market.

• Aid the Head of Delegate Services in leading a team towards reaching annual delegate revenue targets set by senior management.

• Assist in delivering VIP audience requirements in collaboration with other FT Live departments to ensure the right quality and number of people attend each event.

• Support the team in acting as the first point of contact for all delegates, responding to FAQs, troubleshooting, and supporting the registration and attendance process.

• Assist in creating accurate event guest lists and ensure compliance with GDPR/ePrivacy regulations when distributing this information ahead of events.

• Help to establish clear processes across all areas of delegate services and acquisition, ensuring consistency and high standards across the team.

• Work closely with the Strategic Marketing Team and other relevant departments to build accurate and effective prospect lists that reflect our target markets and progressively improve conversion rates.

• Contribute to the recruitment, training, and coaching of team members, helping to ensure standards are met and maintained.

• Ensure the team fully utilises the available sales tools (e.g., Salesforce), recording activities accurately and keeping pipelines updated regularly.

• Assist in producing regular sales reports, forecasts, and budgets in line with agreed KPIs.

• Contribute to discussions regarding product, pricing, and process development based on customer feedback.

• Be a second-stage point of escalation for any customer complaints, ensuring prompt and thoughtful resolution.

• Support the team’s compliance with GDPR + ePrivacy regulations, ensuring data is securely handled and shared.

Required Skills and Experience

• Experience supporting Business Process Outsourcing (BPO)

• Experience managing staff in different time zones

• Experience in delegate sales

• Familiarity with CRM systems such as SalesForce, Bizzabo, Google Suite, Cognism, and LinkedIn for reporting and creating new revenue streams

• Experience delivering 'on-the-day experience' for high-value delegates

What’s in it for You?

Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here.

We’ve embraced a 50% hybrid working model (averaging two to three days onsite) that fosters trust and remote adaptability while encouraging in-person camaraderie and peer learning. Additionally, we are open to accommodating specific flexible working pattern requests for all roles where feasible.

Accessibility

We are a disability confident employer and Valuable 500 signatory.

Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help.

Further Information

At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications.

Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.

Please beware of fraudulent job postings and offers claiming to be from the Financial Times. All legitimate opportunities will direct you to apply through the official Financial Times careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact talent@ft.com.

 

 

 

#LI-NE1