Client Services Manager

Who we are

We are an organisation that exists to drive progress. That's the “red thread” that connects everyone at The Economist Group (TEG). Our businesses share a devotion to innovation, independence and rigour in their fields of expertise. We empower people to understand and tackle the critical challenges and changes facing the world. Our analytical rigour, global expertise and evidence-based insights enable individuals and organisations to make sense of these shifts and chart a course through them.

We deliver analysis and insights in many formats to subscribers and clients in 170 countries through our four businesses, The Economist, Economist Impact, Economist Intelligence and Economist Education, which uphold our global reputation for excellence and integrity. 

Economist Impact - Events brings the rigour of informed analysis and intelligent debate that The Economist is known for to life via live and virtual events. We host over 80+ events annually in over 30 countries on topics that convene world-class thought leaders on a range of strategic business issues. 

Currently, we are seeking a Client Services Manager who will be responsible for maintaining client satisfaction through the smooth running of our events  ensuring we provide the very highest levels of client servicing from conception, delivery and post event administration.

This position within our EuroFinance/CPI business unit within the Economist Impact - Events division.

Key Responsibilities:

• Client Services Management: Oversee day-to-day activities of the Client Services EuroFinance team, ensuring responsiveness and professionalism at all times from event creation to onsite delivery
• Inboxes
• Approvals
• Ticket allocations
• Delegate payments including collection
• Onboarding/training other team members
• Visa applications 
• Communication Management: Handle internal and external inquiries, ensuring customer service excellence across all communication channels (inboxes/chatbots). Coordinate and edit customer communications including a proactive approach for recommendations to the marketing team
• Client Relationships: Maintain strong relationships with sponsors and exhibitors via telephone, email and in person onsite
• Marketing Coordination: Work with the marketing team to coordinate proactive client communications and recommend improvements. Attend project meeting and report delegate numbers
• Registration Management: Approve delegate registration in accordance with EuroFinance guidelines. Oversee delegate registration ensuring all forms, data, and communications are executed to a high standard across multiple platforms
• Onsite Experience: Set up and test Cvent equipment onsite. Ensure a first-class smooth delegate experience during events and assist with any additional onsite requests including taking payments
• Delegation & Reporting: Ensure that all post event reports are submitted and all delegate revenue collected
• Technical: Create and test events on Cvent for both scheduled and custom events as and when required for EMEA, Americas and APAC regions
• Deputise: Deputise for the HofCS in their absence; assist the HofCS to identify and apply efficiencies to the department ensuring the CS department evolves

Who you are

• Event Experience: Experience working onsite at events/hospitality.
• Location: Must be available to work from the London office 3 days a week.
• Travel Flexibility: Willingness to be onsite at events both here in the UK and overseas.

Technical Skills:

• Technical Ability: Must be able to learn quickly in a fast-paced environment, handle multiple tasks, and work with event tech platforms.
• CVent: Super User knowledge of CVent (or similar)
• Database Handling: Familiarity with processing information using databases (salesforce or similar)
• Excel: Intermediate knowledge of Excel for reporting and data analysis.

#LI-Hybrid 

What we offer

Benefits
We offer excellent benefits including an incentive programme, generous annual and parental leave policies, volunteering days and well-being support throughout the year, as well as free access to all Economist content. Country specific benefits are also offered.

Our Values
Our values are a collective set of beliefs and behaviours that strengthen The Economist Group's purpose and demonstrate where we want to be as an organisation. They reflect on our mission to pursue progress for individuals, organisations and the world.

Independence
We are not bound to any party or interest and encourage exploration and free-thinking. We champion freedom, both within our organisation and around the world.

Integrity
We are bold in our efforts to uncover the truth and stand up for what we believe in. We inspire trust through our rigour, fact-checking and transparency.

Excellence
We aspire to the highest standards in all we do. We are ambitious and inquisitive in our pursuit of continuous progress and innovation.

Inclusivity
We value diversity in thought and background and encourage healthy debate with a breadth of perspectives. We treat our colleagues and customers fairly and respectfully.

Openness
We foster a collaborative and empathetic culture conducive to the interests, wit and initiative of our colleagues. New ideas are our lifeblood.

The Economist Group values diversity. We are committed to equal opportunities and creating an inclusive environment for all our colleagues and potential colleagues regardless of ethnic origin, national origin, gender, gender identity, race, colour, religious beliefs, disability, sexual orientation, age, marital status or any other status.