Registration and Customer Service Manager - Informa Medical Aesthetics

Company Description

We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100.

Our purpose is to connect our customers to information and people that help them know more, do more and be more. No other company in the world helps more people share professional knowledge or make business connections.

We run around 800 events each year, create digital platforms based on engaging news and information content, and operate professional development programmes for individuals and businesses.

Job Description

The Registration and Customer Service Manager is responsible for organizing, maintaining, and managing the processes and operations of registration services, as well as the oversight and management of customer service and the customer experience while supporting North American Medical Aesthetic and Anti-Aging Events. The Registration and Customer Service Manager works collaboratively with internal cross functional teams to identify and implement continuous improvements and to help achieve business objectives, strategic goals, and financial targets.

Registration

• Oversee the registration life cycle from launch to end date for all events, managing timelines, and implementing required updates and changes as needed.
• Function as a super-user, expert, and go-to resource for reporting, testing and data management for pre-event and onsite registration requirements.
• Design thoughtful online registration pages and web layouts focusing on an exceptional user experience.
• Create and implement registration production schedules for all events – successfully executing all project deadlines and requirements.
• Engage with internal stakeholders to ensure a clear understanding of pricing strategy and data priorities, making recommendations as needed.
• Manage relationships with external vendors ensuring requests, requirements, and deadlines are met and implemented pre-conference and onsite.
• Create and manage registration expense budgets for all events, including invoice processing.
• Collaborate with cross functional teams, analyzing data and trends to make recommendations within current campaigns and/or for future events.
• Partner with the marketing team, to develop and implement automated communications from the registration system, including but not limited to confirmations, referrals, missing information, know before you go, etc.
• Ensure registration details are accurate in marketing materials and other customer communications.
• Manage the on-site registration requirements and logistics for all events, including but not limited to equipment, supplies and materials, and work with other stakeholders for on-site staffing requirements.
• Develop training manuals and FAQs for training of registration support personnel.
• Organize registration on-site staffing needs and supervise temporary and contract employees who provide onsite support for registration operations.
• Research and document current processes, identify gaps in efficiency, make recommendations for improvement and carry out process improvements.
• Perform additional duties as assigned.

Customer Service

• Training, oversight, and management of customer service representative to ensure an exceptional, professional, and highly responsive customer experience:
• Work with internal stakeholders for event-specific training
• Provide registration specific training
• Manage and track productivity, response time and accuracy of customer responses.
• Manage all event email inboxes to ensure timely response and/or follow up with other internal stakeholders to respond.
• Investigate inquiries thoroughly, apply initiative and creativity in troubleshooting and resolving problems, and report service trends to supervisors and the team.
• Employ best practices and efficient use of the telephone system, chat, email, and other contact center technology to meet established service levels.
• Oversee the processing of payments, refunds, and reimbursements for North American Medical Aesthetic and Anti-Aging Events as required.
• Perform additional duties as assigned.

The pay range for this position is $80,000 - $84,000, depending on experience.

This posting will automatically expire on 2/7/2024

Qualifications

• Bachelor’s degree preferred.
• 3-5 Years of relevant work experience required.
• Experience in a member/customer environment required.
• Knowledge of CRM’s and event registration systems required.
• High level of proficiency in using Microsoft Office (Word, Excel, Teams).
• Strong interpersonal skills; written/verbal communication; and collaboration skills.
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