EuroFinance Client Services Lead

<div class="content-intro"><p><strong>Who we are</strong></p> <p></p> <p class="isSelectedEnd">Since 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight.</p> <p class="isSelectedEnd">Across our three businesses -<em>The Economist, Economist Enterprise and Economist Education</em> - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries. United by a shared purpose to drive progress, we empower decision-makers to make sense of change and chart a course through an increasingly complex world.</p> <p>As a colleague, you will be part of a culture that values ideas, encourages ownership and holds itself to high standards. We invest in people who are curious, thoughtful and adaptable, whether they are launching new products, reporting on global events or harnessing emerging technologies such as AI to improve how we work. Here, fresh thinking is taken seriously, ambition is matched by integrity, and great work is recognised. Working across disciplines, geographies and perspectives, we are united by a commitment to innovation, excellence and creating meaningful impact.</p> <p></p></div><p><span style="font-size: 10pt;"></span></p> <p class="isSelectedEnd"><span style="font-size: 10pt;">EuroFinance (part of Economist Impact Events) is seeking a Customer Services &amp; Registration Lead to oversee the end-to-end delegate registration and customer service experience across our global events portfolio.</span></p> <p class="isSelectedEnd"><span style="font-size: 10pt;">You will be responsible for building and managing event registration platforms, delivering exceptional customer service to delegates, sponsors, speakers and VIPs, and ensuring a seamless experience from event launch through to onsite delivery and post-event reporting.</span></p> <p class="isSelectedEnd"><span style="font-size: 10pt;">This role requires a highly organised individual who is comfortable managing multiple priorities, working with event technology platforms, and building strong relationships with both internal and external stakeholders.</span></p> <h2><span style="font-size: 10pt;">Key Responsibilities</span></h2> <h3><span style="font-size: 10pt;">Registration Management</span></h3> <ul data-spread="false"> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Create and manage events in Cvent using existing templates.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Build and maintain registration forms, ticket types, session selections and attendee journeys.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Configure pricing structures including discounts, promotional codes and early-bird deadlines.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Set up and test automated communications, including confirmation emails and registration reminders.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Ensure all registration sites are fully tested across desktop and mobile devices before launch.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Manage registration approvals in accordance with EuroFinance guidelines.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Maintain accurate attendee records and ensure data quality across all systems.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Support visa application requests where required.</span></li> </ul> <h3><span style="font-size: 10pt;">Customer Service &amp; Delegate Management</span></h3> <ul data-spread="false"> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Provide exceptional customer service across all communication channels.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Manage delegate enquiries and inboxes, responding promptly and professionally.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Assist attendees experiencing registration or payment issues.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Process attendee updates, cancellations, transfers and refunds.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Handle delegate payments, invoice requests and revenue collection activities.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Maintain strong relationships with sponsors, exhibitors, speakers and VIP attendees.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Deliver a high-touch, white-glove experience for key stakeholders throughout the event lifecycle.</span></li> </ul> <h3><span style="font-size: 10pt;">Event Delivery &amp; Onsite Support</span></h3> <ul data-spread="false"> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Support the successful onsite delivery of events in the UK and internationally.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Set up and test registration equipment and event technology platforms.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Manage registration desks and attendee check-in processes.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Handle onsite registrations, payments and attendee queries.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Work closely with event teams to ensure a seamless delegate experience.</span></li> </ul> <h3><span style="font-size: 10pt;">Reporting &amp; Analysis</span></h3> <ul data-spread="false"> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Monitor registration performance and provide regular updates to project teams.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Produce registration, attendance, revenue and payment reports.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Create and customise reports and dashboards in Cvent and Excel.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Track cancellations, refunds and outstanding payments.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Support post-event reporting and reconciliation activities.</span></li> </ul> <h3><span style="font-size: 10pt;">Team Support &amp; Process Improvement</span></h3> <ul data-spread="false"> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Assist with onboarding and training new team members.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Share best practices and support continuous improvement within the customer services function.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Identify opportunities to improve processes, efficiencies and customer experience.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Deputise for the Head of Customer Services when required.</span></li> </ul> <h2><span style="font-size: 10pt;">Skills &amp; Experience</span></h2> <h3><span style="font-size: 10pt;">Essential</span></h3> <ul data-spread="false"> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience in customer service, event operations, registration management or hospitality.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Strong organisational skills and attention to detail.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Excellent written and verbal communication skills.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Ability to manage multiple projects simultaneously in a fast-paced environment.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Intermediate Excel skills, including sorting, filtering and reporting.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience working with databases or CRM platforms such as Salesforce.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Willingness to travel and work onsite at events throughout the year.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Ability to work from our London office three days per week.</span></li> </ul> <h3><span style="font-size: 10pt;">Desirable</span></h3> <ul data-spread="false"> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience using Cvent, Bizzabo, Eventbrite or similar event registration platforms.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience configuring registration paths, pricing rules and attendee communications.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Familiarity with event reporting, invoicing and payment processing.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience working with integrations between event platforms, CRM systems and payment providers.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Previous experience leading or mentoring team members.</span></li> </ul> <p></p> <p><span style="font-size: 10pt;"></span></p> <p><span style="color: rgb(236, 240, 241);">#LI-Hybrid&nbsp;</span></p><div class="content-conclusion"><hr> <p><strong>Working Arrangements</strong></p> <p>The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required.&nbsp;</p> <p><strong>AI usage for your application</strong></p> <p>We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications.</p> <hr> <p><strong>What we offer</strong></p> <p>Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program.</p> <p>We also offer a range of lifestyle benefits, including our <em>Work From Anywhere</em> program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home.</p> <p>You will also be given free access to all <em>The Economist</em> content, including an online subscription, our range of apps, podcasts and more.</p></div>