Customer Service Manager Europe
Dubai, United Arab Emirates
Job Description
Company Description
Informa PLC is a leading international events, intelligence and scholarly research group. Our purpose is to champion the specialist. Through hundreds of powerful brands we work with businesses and professionals in specialist markets, providing the connections, intelligence and opportunities that help customers grow, do business, make breakthroughs and take better informed decisions. Informa is listed on London Stock Exchange and a member of FTSE 100, with over 11,000 colleagues working in more than 30 countries. Informa Markets is one of our five operating divisions and creates global platforms for industries, specialist markets and customers to trade, innovate and grow, delivering over 550 events annually, specialist digital content and actionable data solutions. In every market and industry, business opportunity and success come from attracting and engaging with customers, generating leads, showcasing products and researching and discovering the latest solutions. Informa Markets organizes over 550 market leading B2B events every year. At our events we create the environments which allow business to flourish. Our knowledge of the communities we serve, our ability to attract the right people and our skill at curating the physical space and creating memorable experiences bring thousands of like-minded people together. It is this shared experience and the opportunities to make human connections which allow businesses to grow.
Job Summary/Responsibilities
Provide effective line management for Team Leader direct reports located in Dubai, KSA and Cairo. Main point of contact for specific event portfolio stakeholder relationships within these locations up to EVP level. Providing the highest level of customer service to our customers (visitors and exhibitors) making sure all queries are replied to, followed-up and resolved within the department SLA. Ensuring specific support requirements are understood and tailored to any specific portfolio’s needs. Ensuring that the Cairo team are operationally ready to support them with quality outcomes. For Exhibitors, the core tasks revolve around helping them prepare for the show by explaining the Exhibitor Manual and co-ordinating resolution on all queries received. The same applies in explaining the Smart event journey. Support the CS Director with Budgeting for T&E and staffing related costs for the regions you support. In conjunction with the CSM – Europe plan internal resourcing to cover event trading Infohub support. For Visitors the core tasks revolve around helping them understand the event website and supporting their attendance to the event. Capture/update customer data into CRM systems and/or any other relevant internal platforms. Create reporting and dashboard info to support team performance and to manage SL’s. Support the development and implementation of integrated customers communication plans. Contact exhibitors proactively to educate them and gather feedback on using web services (exhibitor manual, new launches and products). 1st line technical support for digital products/tools. Gather customer insight for digital solutions and support surveys with direct outreach. Give input into customer service insight for Events teams, Marketing and Product with best practice and suggestions for improvements based on customers feedback providing a continuous Improvement approach. Main point of contact for customer complaints. Support the online exhibitor manual, catalogue data, lead generation tools and any other internal systems. Support the event teams as required. Ad hoc Duties as Directed by the Director of Customer Service.
Informa PLC is a leading international events, intelligence and scholarly research group. Our purpose is to champion the specialist. Through hundreds of powerful brands we work with businesses and professionals in specialist markets, providing the connections, intelligence and opportunities that help customers grow, do business, make breakthroughs and take better informed decisions. Informa is listed on London Stock Exchange and a member of FTSE 100, with over 11,000 colleagues working in more than 30 countries. Informa Markets is one of our five operating divisions and creates global platforms for industries, specialist markets and customers to trade, innovate and grow, delivering over 550 events annually, specialist digital content and actionable data solutions. In every market and industry, business opportunity and success come from attracting and engaging with customers, generating leads, showcasing products and researching and discovering the latest solutions. Informa Markets organizes over 550 market leading B2B events every year. At our events we create the environments which allow business to flourish. Our knowledge of the communities we serve, our ability to attract the right people and our skill at curating the physical space and creating memorable experiences bring thousands of like-minded people together. It is this shared experience and the opportunities to make human connections which allow businesses to grow.
Job Summary/Responsibilities
Provide effective line management for Team Leader direct reports located in Dubai, KSA and Cairo. Main point of contact for specific event portfolio stakeholder relationships within these locations up to EVP level. Providing the highest level of customer service to our customers (visitors and exhibitors) making sure all queries are replied to, followed-up and resolved within the department SLA. Ensuring specific support requirements are understood and tailored to any specific portfolio’s needs. Ensuring that the Cairo team are operationally ready to support them with quality outcomes. For Exhibitors, the core tasks revolve around helping them prepare for the show by explaining the Exhibitor Manual and co-ordinating resolution on all queries received. The same applies in explaining the Smart event journey. Support the CS Director with Budgeting for T&E and staffing related costs for the regions you support. In conjunction with the CSM – Europe plan internal resourcing to cover event trading Infohub support. For Visitors the core tasks revolve around helping them understand the event website and supporting their attendance to the event. Capture/update customer data into CRM systems and/or any other relevant internal platforms. Create reporting and dashboard info to support team performance and to manage SL’s. Support the development and implementation of integrated customers communication plans. Contact exhibitors proactively to educate them and gather feedback on using web services (exhibitor manual, new launches and products). 1st line technical support for digital products/tools. Gather customer insight for digital solutions and support surveys with direct outreach. Give input into customer service insight for Events teams, Marketing and Product with best practice and suggestions for improvements based on customers feedback providing a continuous Improvement approach. Main point of contact for customer complaints. Support the online exhibitor manual, catalogue data, lead generation tools and any other internal systems. Support the event teams as required. Ad hoc Duties as Directed by the Director of Customer Service.
Qualifications
Experience
Additional Information
Alongside a competitive salary, Informa also offers the following employee benefits:
Experience
- 5 years of customer service experience at a Senior Level within the events industry
- Advantageous to have experience at managing F2F customer service whilst at events
- Proven leadership skills and expertise at managing the performance of others
- Knowledge of Salesforce and Tethr would be an advantage
- Experience of managing teams in regions across EMEA which are outside of UK
- Proven experience in budget setting and cost saving
- Ability to create staff inductions and train new starters
- Proven experience of creating new processes and continuous improvement that has been implemented
- Confident in presenting via Teams and in a F2F capacity with good experience of PPT
- Ability to deal with multiple stakeholders demonstrating strong skills in relationship building with key contacts
- Proven experience in working abroad in B2B exhibitions
- Past experience of working and managing 3rd party contractors/suppliers
- Fluent in English additional language an advantage
- Personable, outgoing, and confident in their leadership ability
- Quick thinker and proactive problem-solver
- Willingness to travel
- A self-starter with a high level of enthusiasm and accuracy
- Quick learner who is self-sufficient and uses initiative
- Great attention to detail
- Exceptional multi-tasking skills
- Excellent organizer and able to work in a busy environment
- Flexible, creative and versatile
- Highly self-motivated with exceptional time management
- Salesforce or other CRM experience
- Exceptional prioritizing skills while able to work in an ever-evolving environment
- Ability to deliver quality output on time and work with deadlines/targets
- Good computer skills (Microsoft Office – Excel, Word, PowerPoint)
- Please note, this position is Full Time, but you may be required to work extended hours on occasion e.g. when onsite and travel may also be required
Additional Information
Alongside a competitive salary, Informa also offers the following employee benefits:
- Our Learning team supports year-round development, with face-to-face training, access to LinkedIn Learning and the opportunity for colleagues to earn their Certificate in Exhibition Management (CEM) in-house
- You are given permission to take 4 days off per year to volunteer with an approved scheme
- You are entitled to 24 days' paid holiday per year, plus one day's paid holiday for your birthday, extra time given at certain bank holidays, and the chance to earn a free day's holiday through charity fundraising
- We offer colleagues net reimbursement for commuting travel
- The official Social Committee is very active in organising social, wellness, diversity and sustainability initiatives
- Monthly AMSTAR awards recognise outstanding colleague contributions with a €100 voucher
- On 5 years of service, you will receive 25% of your gross monthly salary, 10 years = 50% on an increasing scale
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Job Detail
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Job IdJD1454378
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned