Director of Customer Service

Company Description

Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.
We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

Job Description

What we’re looking for:

We are looking for an experienced Director of Customer Service. Primarily focusing on the operational aspects of the on-boarding experience after contract execution and attendee support, this role requires heavy collaboration with education, sales, sales ops, event operations, marketing teams and vendors. Ultimately, this role will be responsible for leading all aspects of the customer journey across the portfolio in a fast moving and evolving business environment for the South Florida Ventures portfolio (which includes industry leading events in Boating, Art and Beauty).  This role should drive retention of customers by increasing exhibitor and attendee satisfaction.

Primary role objectives include creating, driving, and sustaining a world-class customer experience. This is a critical role in leading forward our customer 1st philosophy by delivering beyond the expectation of our client base through. 

Role Accountability and Duties:

• Defining and leading the strategy, execution and day-to-day Customer Service operations and overall function
  • Defining the end-to-end process on-boarding experience that considers the customer at every point of the journey from contract execution to getting to the show.
  • Refreshing CS structure and review and implementation of best in class CS software
  • Driving commercial performance through exhibitor and attendee retention/acquisition by delivering high customer satisfaction levels.
  • Serving as the voice of the customer in all internal discussions, championing customer-centric perspectives throughout the organization.
  • Collaborating closely with internal and external cross-functional stakeholder groups to comprehend their needs, identify areas of opportunity, and ensure seamless alignment.
  • Tracking, and analyzing customer service efficiencies and trends

Managing customer experience

• Embody and exuberate a Customer First mentality; working with our exhibiting and attending customers before, during and after the event to exceed their business objectives.
• Lead the development and execution of inbound and outbound efforts, ensuring a seamless and successful participation experience in our events.
• Understand South Florida Ventures portfolio and marketplace differentiators and lead communication to address the uniqueness while maintaining a consistent process

• Collaborate with event operations and other cross-functional teams to ensure accurate and impactful information is shared onsite.
  • Work with the Event Leads to develop and maintain the Exhibitor Manual/kit and attendee FAQ for our events.
  • Liaise with various departments (operations, education, registration, housing, etc.) to align and disseminate relevant show information.
  • Serve as Point of Contact and Subject Matter Expert in reference to all customer segments.

Develop a system of customer insights to enable data-driven exhibitor experience decision-making

• Create key performance metrics to measure customer experience, capturing customer behavior, analysis of results, and formulate recommendations
• Develop an in-depth knowledge of the exhibition industry, customer, and technology trends
• Manage the customer experience inbox via CS solution which receives both digital and physical show queries, assigning tickets and ensuring the Service Level Agreement are met.
• Balance inbound/outbound omnichannel (phone/chat/email) volume, overseeing productivity, workflow, and ticket assignments. Proactively adjusting and anticipating scheduling needs to enable data-based decisions regarding resource management.
• Conduct regular and ongoing assessment with our customers to look for continuous improvements in our customer onboarding journey and report back on your findings

Qualifications

• 5+ years of experience managing or directing within Customer Service teams; Experience in the Exhibitions industry a plus
• Proven track record of leading customer experience and service initiatives, backed by a deep understanding of technologies and processes aimed at enhanc