Customer Success Manager - Events
Chancery Lane, City of London

Reporting to: Emma Fress
Hybrid (minimum of 3 days in London Office - Wednesday, Thursday & Friday)
Role Type: Full Time

Are you passionate about creating memorable experiences at international events?

We have an exciting opportunity for an experienced Customer Success Manager to join the Customer Success team to work for Worldwide Events, the company behind m&i, Private Luxury, TFest and Amour.

Our story
Worldwide Events specialises in business-to-business trade events bringing together key players in the travel and events industry. We believe in making business joyful because networking should be fun!

The company is an established front-runner of the Meeting & Incentive, Luxury, and Romantic Travel sectors with events hosted in destinations such as Dubai, Ibiza, Istanbul, Seville, Oslo, The Bahamas, Jordan, and Mexico - pretty great, right?

Our culture is diverse, and our people come from all over the world. We like open communication, flexible working and having a laugh because we want the office to be a place you’d like to come into each week.

About the opportunity
As a company, we’re on an exciting journey of growth and development. That’s where you come in.

We have an opportunity for a passionate Customer Success Manager to join us in pushing our renowned customer service reputation that bit further.

The Customer Success team works closely with clients from the moment they sign up to events and supports them with event information and how to use our technology. The team performs a variety of tasks, including collecting profile information, proofing data for print and email communications, and replying to customer queries.

You will be the glue bringing the Customer Success team together. This is an opportunity for you to put your experience to contribution in project management, customer support and content management.

As the Customer Success Manager, you will manage a team of executives and become an advocate for the quality of the information shared with delegates.

You will be willing to get stuck in and support your team when necessary - whether it’s picking up the phone to help collect information, reading through data to meet a deadline, or ensuring support requests are processed within the right response time. The ideal candidate works collaboratively and is a pro-active problem solver.

Additionally, you’ll:
• Ensure deadlines and quality standards are consistently met
• Mentor, coach, and support Customer Success Executives, conduct performance evaluations
• Review and sign off essential email communications for event attendees
• Act as point of escalation for Customer Success Executives
• Prioritise and monitor progress, and ensure tasks in the lead up to an event are completed on time by Event Executives
• Strictly proof online and print content
• Liaise with other departments to ensure the smooth running of the production process
• Work with the Head of Customer Success to keep improving the customer journey and setting goals and metrics for the team

Due to the nature of the events industry, you may occasionally be required to work outside of hours to meet deadlines.

About you
To be considered as a Customer Success Manager, you’ll need:

• Proven experience managing a team in the field of Customer Support or Account Management
• Great customer service skills, including complaint resolution - on emails, over to phone, or face to face
• Demonstratable experience using project management and ticketing software (such as but not limited to Airtable and Zendesk)
• Good knowledge of Excel - Vlookups and Pivot tables are a piece of cake to you
• Organisational skills with attention to detail are essential
• Excellent interpersonal skills, you easily develop relationships within and outside of the team
• Confident on the phone and in liaising with other departments
• Ability to juggle multiple projects at once
• Problem-solving and a real proactive attitude, always thinking ahead of what’s coming next
• Good time-management skills with an ability to manage priorities
• A team player!
• A valid passport and the ability to travel internationally

Desirable
• Confident writing with proofing experience (customer-facing copy: website, articles, emails, notifications…)
• Working knowledge of Salesforce
• Ability to communicate in other languages
• A keen interest in the travel and events industry

Company benefits
• Basic salary c. £40,000 depending on experience
• 28 days holiday per year plus bank holidays
• Hybrid working (minimum 3 days in our open plan office in Chancery Lane)
• 4 pm finish on Friday
• Continuous career development and training opportunities
• Social events organised by the Happiness & Culture Team
• Opportunity to attend our international events
• Company pension scheme
• Private healthcare contribution

Thank you for your interest in this post, we look forward to receiving your application. We encourage applications even if you don't have all the skills required - passion and personality count! As there’s no closing date for this role interviews will be conducted on a rolling basis, so we encourage you to apply ASAP!

So, if you’re seeking your next opportunity as a Customer Success Manager, we look forward to hearing from you.

Our Company Website
www.wwideevents.com

Our Events Portfolio
www.amourforums.com
www.mi-forums.com
www.privateluxuryevents.com
www.travel-fest.com