Full-Time Senior Manager, Attendee Services
Informa Group Plc. is hiring a remote Full-Time Senior Manager, Attendee Services. The career level for this job opening is Senior Manager and is accepting US based applicants remotely. Read complete job description before applying.
Informa Group Plc.
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Senior Customer Service Manager
What we’re looking for
As the Senior Customer Service Manager, you will provide strategic direction and leadership for the customer service function. You will collaborate cross-functionally to develop and implement policies, processes, and technology solutions that enhance customer experience and drive operational excellence.
Focus on empowering teams, streamlining service delivery, and ensuring that all customer interactions reflect the organization’s standards of quality and professionalism.
Strategic Leadership
- Develop and Implement Strategy: Design and execute a comprehensive customer service strategy aligned with overall business objectives.
- Establish Department Goals & KPIs: Define performance metrics and service-level agreements to measure success and continuously improve outcomes.
- Drive Innovation: Monitor industry trends 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 staff, fostering a high-performance culture.
- Resource Planning: Oversee staffing levels, scheduling, and workflow to optimize efficiency.
Customer Interaction & Escalation
- Oversight of Complex Issues: Serve as the highest point of escalation for critical customer inquiries.
- Quality Assurance: Implement and refine quality standards and review protocols to guarantee accurate and empathetic communication with customers.
Process Optimization & Technology
- System Implementation: Champion the evaluation, selection, and deployment of new customer service technologies.
- 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.
- Project Management: Drive strategic initiatives and special projects, ensuring on-time delivery that positively impacts the customer experience.
Communication & Feedback
- Internal & External Communication: Maintain transparent communication channels.
- Feedback Analysis: Oversee the design and administration of customer satisfaction surveys.
What you bring to the team
Experience: 7+ years in customer service leadership roles.
Leadership & Collaboration: Ability to inspire teams, drive performance, and foster collaboration.
Technical Proficiency: Proficient in Microsoft Office, CRM systems.
Communication: Exceptional communication skills.
Strategic & Analytical Thinking: Use data-driven insights to shape initiatives.
Organizational Agility: Excellent project management and time-management skills.
Flexibility & Travel: Willingness to adapt and travel.
Industry Knowledge: Familiarity with trade shows or events is preferred.