Director of Customer Service - Orlando, United States - Informa Markets

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

• 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 enhancing customer satisfaction
• Extensive knowledge in implementing resource-efficient customer service processes and technology to support robust growth, hands-on experience in building call centers from inception is a plus
• Proficiency in implementing customer service software and reporting systems, utilizing data and analytics to drive continuous improvements in customer experience
• Demonstrated project management and organizational skills, ensuring the timely accomplishment of deadlines
• Possession of a customer-centric mentality, with the ability to empathize and effectively handle challenging situations
• Outstanding written and oral communication skills, facilitating seamless interaction with internal and external partners, stakeholders, and clients
• Confident utilization of MS Office tools (Outlook, Word, Excel, PowerPoint, Visio) skills
• Innovative mindset coupled with a positive attitude, contributing to a dynamic and collaborative team environment.

Why work at Informa

Employee experience is very important to us at Informa. On top of joining a supportive, diverse, and ambitious team that welcomes all types of candidates. We are also flexible with different working patterns and prioritize promotions internally. Our benefits include:

• Learning and development plan to assist with your career development
• 15 days PTO plus 10 national holidays, 4 days for volunteering and a day off for your birthday
• Competitive Benefits with 401k match
• Paid parental leave
• Work with a high quality of specialist products and service
• Bright and friendly staff who are all "expert's experts" and additional training and development for helping you achieve your career aspiration
• ESPP - become a shareholder

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

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This posting will automatically expire on May 17, 2024.