Client Services Lead

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. 

EuroFinance - (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 Customer Services Lead 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.

Responsibilities

• Client services management: Day-to-day activities for 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 meetings 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

• Technical ability: Able to learn quickly in a fast-paced environment, handle multiple tasks, and work with event tech platforms
• CVent: Knowledge of CVent or Bizzaboo, Eventbrite, Eventzilla, or other event registration software
  • Configures and manages event settings, reporting, and integrations
  • Configures advanced registration paths and pricing rules, can also build events from templates
  • Bulk discount imports
  • Manages event registration paths and emails
  • Handle payments, invoices and VAT understanding
  • Registration widgets logic with custom questions or text
  • Creates and customises detailed reports and dashboards
  • Understands and handles integrations with PeopleSoft, Cybersource, Swapcard and SalesForce
• Database handling: Familiarity with processing information using databases Salesforce or similar)
• Excel: Intermediate knowledge of Excel for reporting and data analysis
• Event experience: Experience working onsite at events/hospitality
• Travel flexibility: Willingness to be onsite at events both here in the UK and overseas

#LI-Hybrid 

AI usage for your application

We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications.

What we offer

Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program.

We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 40 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home.

You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.