Senior Customer Service Manager, Events and Hospitality

Company Description

Who we are:

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

Title: Senior Customer Service Manager
Location: US, Remote 
Start Date: March 2025
Compensation: $80,000 - $100,000 Base Salary
Application Deadline: February 11, 2025

What we’re looking for:

As the Senior Customer Service Manager, you will provide strategic direction and leadership for the customer service function. In this role, you will collaborate cross-functionally to develop and implement policies, processes, and technology solutions that enhance customer experience and drive operational excellence. Your focus will be on empowering teams, streamlining service delivery, and ensuring that all customer interactions reflect the organization’s standards of quality and professionalism.

Qualifications

Strategic Leadership

• Develop and Implement Strategy: Design and execute a comprehensive customer service strategy aligned with overall business objectives.
• Establish Department Goals & KPIs: In partnership with leadership, define performance metrics and service-level agreements to measure success and continuously improve outcomes.
• Drive Innovation: Monitor industry trends, emerging technologies, and best practices to enhance service offerings and proactively address evolving customer needs.

Team Management

• Lead & Mentor: Oversee customer service teams, ensuring they are motivated, well-trained, and equipped to meet performance targets.
• Talent Development: Manage recruitment, onboarding, and professional growth initiatives for both full-time and temporary staff, fostering a high-performance culture.
• Resource Planning: Oversee staffing levels, scheduling, and workflow to optimize efficiency and maintain a consistently high level of customer service.

Customer Interaction & Escalation

• Oversight of Complex Issues: Serve as the highest point of escalation for critical customer inquiries, partnering with managers and senior specialists to ensure prompt and effective resolution.
• Quality Assurance: Implement and refine quality standards and review protocols to guarantee accurate, empathetic, and timely communication with customers.

Process Optimization & Technology

• System Implementation: Champion the evaluation, selection, and deployment of new customer service technologies, including registration platforms, phone systems, and CRM software.
• Continuous Improvement: Establish processes to gather feedback from frontline teams and customers, using data insights to streamline workflows and increase team productivity.

Cross-Functional Collaboration

• Align with Key Stakeholders: Partner with Commercial Brand teams and other stakeholders to ensure customer service aligns with broader organizational goals.
• Project Management: Drive strategic initiatives, call campaigns and special projects, ensuring on-time delivery that positively impacts the customer experience.

Communication & Feedback

• Internal & External Communication: Maintain transparent communication channels with customers, leadership, and internal teams regarding policies, product/service updates, and project statuses.
• Feedback Analysis: Oversee the design and administration of customer satisfaction surveys, analyzing results to identify trends, recommend improvements, and inform strategic decisions.

What you bring to the team:

• Experience: 7+ years in customer service leadership roles, with a proven track record of managing diverse teams and implementing successful service strategies.
• Leadership & Collaboration: Demonstrated ability to inspire teams, drive performance, and foster collaborative relationships across multiple departments.
• Technical Proficiency: Strong proficiency in Microsoft Office, CRM systems, and other customer service tools; ability to identify and integrate new technologies.
• Communication: Exceptional oral, written, and presentation skills, with the ability to communicate complex information effectively to a wide range of audiences.
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