Customer Service Manager
Informa Markets Posted on 2022-11-18
| Salary | Not mentioned |
|---|---|
| Location | Orlando, FL 32822 (Airport North area) |
| Type | Full-time |
Job Description
USA Beauty is the nation’s leading network of busy industry events, connecting professionals, students, and brands from around the globe through live, virtual and hybrid events, specialist digital content and actionable data solutions. Through our growing portfolio of shows, we join our unique experience, expertise, and skills in our mission to bring beauty to the world.
People are the core of all that we do, and we are proud to serve the beauty community every step of the way. Our business welcomes all representatives of the professional beauty industry to meet with top brands from around the globe, get hands-on education, shop, connect with their community, and stay up to date with the hottest trends.
Using our experience and proven industry insight, we are passionate about creating platforms for our customers to connect and shaping environments that enable businesses to flourish.
What we’re looking for: We are looking for an experienced Customer Service Manager. Primarily focusing on attendees and the operational aspects of the on-boarding experience after contract execution with exhibitors, this role requires heavy collaboration with sales, sales ops, event operations, marketing teams and vendors. Ultimately, this role will be responsible for leading all aspects of USA Beauty LLC exhibitors ’onboarding journey’ and attendees across the portfolio in a fast moving and evolving business environment. This role should drive retention of both exhibitors and attendees by increasing satisfaction, which in turns plays a pivotal role in revenue generation and customer retention.
Primary role objectives include creating, driving, and sustaining a world-class customer and exhibitor experiences. This is a critical role in leading forward our customer 1st philosophy by delivering beyond the expectations of our client base.
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.
- Driving commercial performance through exhibitor retention by delivering high customer satisfaction levels.
- Partnering with internal and external cross functional stakeholder groups to understand needs and areas of opportunity and ensure alignment
- Acting as the voice of the customer in all internal conversations
Managing customer experience
- Embody and exuberate a Customer First mentality; working with our exhibitors and attendees before, during and after the event to exceed their business objectives.
- Lead development and execution of inbound and outbound efforts to ensure smooth participation in our events
- Understand Beauty 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 information shared onsite is accurate and effective
- Work with our other departments (operations, education, registration, housing, etc.) as it pertains to show information for the attendees and exhibitors.
- Serve as Point of Contact and Subject Matter Expert in reference to Schools, Distributor questions and issues
- Responsible for managing, developing, and training customer service associates.
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, Fresh Desk 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, managing productivity, workflow, and ticket assignments, adjusting, and anticipating scheduling needs accordingly. This will allow insight and the ability to make data-based decisions related to 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
What you bring to the team:
- 3-5 years of experience working within Customer Service teams; Experience in the Exhibitions industry a plus.
- 1-2 years minimum in a leadership role
- Knowledge of customer service technologies and processes to improve customer experience
- Ability to track and utilize data and analytics to improve customer experience
- You have a customer-centric mentality, can empathize and diffuse difficult situations
- Excellent written and oral communication to internal and external partners, stakeholders, and clients
- Confidence in MS Office (Outlook, Word, Excel, PowerPoint, Visio) skills
- Innovative mindset and positive attitude!
Additional Information
We offer:
- Competitive Compensation Package
- Access to LinkedIn Learning and other development/training opportunities
- Health and Wellness Benefits (medical, dental, eye)
- 401K and Matching
- Employee Stock Purchase Program
- Generous PTO policy
- Work-life balance
- Additional discounts through various partnerships
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.
Company description:
A Informa Markets conecta pessoas e mercados por meio de soluções de audiência, conteúdo digital especializado, feiras de negócios, eventos hÃbridos e inteligência de mercado, construindo uma jornada de relacionamento e negócios entre empresas e mercados 365 dias por ano.
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