Operations Administrator, Economist Enterprise

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. 

The Role 

The Economist Enterprise Subscription division provides organisations, institutions and companies with subscription access to all our content. Servicing 2000+ clients, through lead generation, on-boarding and customer account management, the department provides high-end, one-to-one customer service across our entire client base. We are seeking a proactive and enthusiastic operations administrator to provide crucial support to our rapidly expanding team. This role is perfect for someone who is a real problem-solver, with proven customer service experience, impeccable prioritisation skills and a willingness to learn and dive straight in.

The Operations Administrator reports to the Operations Manager, working with the sales and customer success account management teams by providing efficient day to day support. The role will be proactive across whole sales journey, from client onboarding to providing high-level, attentive customer service to maintain strong, long-term relationships. The ideal candidate is process-driven and a proven coordinator with excellent communication skills to confidently liaise with both external clients and internal stakeholders. Key responsibilities include: Salesforce Case management, access management, handle account amendments, technical product issue troubleshooting and field queries among the wider team where necessary.

How you will contribute:

• Promote and maintain high customer service standards to drive retention and customer satisfaction and engagement
• Develop and maintain a coherent pipeline of customer queries, flagging potential issues to your manager and stakeholders
• Manage the smooth set up, transition and renewal of customer subscription accounts, providing update to customers and stakeholders along the way to completion
• Reliably follow processes and workflows implemented by the Operations team to ensure coherence and consistency across customer accounts, for reporting and best practice purposes

Who you are:

• Excellent written and oral communication skills, with a polite and patient telephone manner
• Strong organisational skills - to meet individual priorities and that of the team
• Proven customer service / operational experience
• Experience in internal stakeholder management would be ideal
• Superior time management skills, attention to detail and the ability to work effectively in a fast-paced environment, to deliver on multiple priorities
• Proactive and respond with a sense of urgency
• Strong interpersonal skills and the ability to learn quickly, ask questions and grasp key points about subscriptions products and entitlement solutions
• Skills to interact effectively within customers, providing guidance and coaching on the product set.
• Self-motivated for success
• Proficiency in Microsoft Office, Google Workplace and experience with Salesforce or similar CRM

The expected base salary for this position ranges from $40,000.00 - $63,000.00. It is not typical for offers to be made at or near the top of the range. Rather, salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered.

#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.