Customer Services Executive - Impact Events

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. 

You are responsible for all things related to attendee registration for Economist Impact events. You ensure that our delegates, VIPs, speakers and sponsors - have the best possible experience across the whole registration experience. You are responsive and professional at all times - with both internal and external stakeholders - from event set up to onsite delivery.

Key Responsibilities

Manage Attendees

• Add or update attendee details in Cvent (including bulk upload of speakers)
• Help people who have trouble registering (monitor email inboxes, chatbot and respond promptly)
• Track registrations, cancellations, and payments in Cvent and report on progress in event project meetings
• Approve delegate registrations in accordance with Economist Impact event guidelines
• Keep attendee data clean and up to date in Cvent
• Assist with visa applications when requested
• Issue invoices where required

Onsite 

• Ensure registration kit is onsite ready for the event
• Work with event team to ensure that all event side activations are added to relevant delegate badges 
• Set up and test Cvent OnArrival equipment; take payments; handle onsite bookings; answer queries)
• Manage registration desk throughout the event
• Work closely with sponsors to ensure that their team and guests get a ‘white glove’ experience - before, during and after each event

Reporting

• Run registration and attendance reports

• Export data to Excel for tracking, analysis or sharing

• Create and customize bespoke reports and dashboards

• Monitor and report on cancellations, refunds and chase unpaid invoices

Build Registration builds (non-paid events)

Working from a brief created by the marketing team, you

• Create non-paid events in Cvent, our attendee registration platform, using existing templates
• Build registration forms (add required demographic questions, sessions, ticket options)
• Set up forms for all attendee types (e.g. attendee, speaker, staff)
• Set up all required automated emails (e.g. registration confirmation; abandoned basket)
• Add branding provided by the event marketer
• Test and check every form on desktop and mobile before launching

The Ideal Candidate

• Is confident using online systems and forms
• Is comfortable working in Excel (sorting, filtering, data analysis)
• Ideally a Cvent experience
• Is familiar with Salesforce
• Has excellent attention to detail
• Has experience of working onsite at events/in a hospitality setting
• Is able to travel flexibly to be onsite at our events across the year
• Must be able to work from our London headquarters 3 days a week
• Is a fast leaner who can handle multiple tasks 
• Is a great communicator

#LI-Hybrid 

Working Arrangements

The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required. 

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 25 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.