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.
Experience
Qualities we are looking for:
Additional Information
Alongside a competitive salary, Informa also offers the following employee benefits:
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.
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