Customer Journey Manager

WHO IS INFORMA MARKETS IN THE WORLD?

A leading company in international events.

We connect people and markets through audience solutions, specialized digital content, digital and physical platforms, and market intelligence, building relationships and business journeys between companies and markets 365 days a year.

We assist in attracting, converting, and retaining new customers by combining physical and digital actions, providing relationships, experiences, and business opportunities to clients worldwide.

Additionally, Informa Markets:

• Is publicly traded on the London Stock Exchange.
• Is a member of the FTSE 100 (Financial Times Stock Exchange Index), the UK's leading stock market indicator.
• Is part of the Informa Group, a holding company with five business divisions (Informa Markets, Informa Tech, Informa Connect, Taylor & Francis, and Global Support). All divisions share the purpose of connecting people and markets through alignment and learning.

INNOVATION AND CONNECTIONS 365 DAYS A YEAR!

We transform our audience into business opportunities for you through a journey of physical and digital engagements.

Beyond our events, Informa Markets Latam offers markets marketing products and services focused on capturing, attracting, and converting new customers.

We are a company that connects people and businesses 365 days a year through a journey that combines physical and digital actions and engagements

This position is responsible for supervising two areas, Sales Operations and Customer Success, through two coordinators. Ensures the objectives of both areas are met, both from the perspective of sales order administration and processing, as well as from the client relationship management side. It is also responsible for the customer information handling, positively impacting the company’s NPS.

The CJM must support customers in their transition from sales prospects to active customers. Their responsibility is to ensure that customers achieve the desired results when using the contracted product or service, ensuring that the customer maintains a pleasant experience throughout the entire journey. The CJM must also focus on the internal customer, ensuring that the sales pipeline monitoring indicators are achieved. To this end, the CJM oversees the Customer Success and Sales Operations Coordination departments.

What You’ll Be Doing:

• Taking ownership of complex/escalated customer inquiries through to resolution, aligned with company policies/procedures, KPIs, and Customer First training best practices.
• Increasing customer satisfaction and first-contact resolution.
• Reviewing customer self-service portals (when applicable) based on customer interactions and suggesting new content or modifications to the relevant team.
• Delivering excellent customer service in alignment with best practices, company policies, and procedures.
• Collaborating with the global management team to oversee daily business processes and customer workflows, coordinating with Shared Service Centers as needed. Investigating and driving the implementation of process and systems improvements.
• Proactively creating and developing improvement ideas and driving their implementation to enhance customer satisfaction.
• Contributing to the Customer Success strategy and being responsible for turning ideas into actionable plans. Taking ownership of assigned projects, planning, managing, and delivering milestones on time.
• Managing monthly reports and other performance reports.
• Supporting system changes by ensuring that Customer Service and Sales Operations processes are considered and that necessary testing is conducted.
• Oversee the planning, execution, and evaluation of sales operations activities, such as contract status, establishing KPIs in Sales Force for Directors' dashboards, and defining procedures to streamline support for sales teams.
• Effectively communicate related ShowCycle details to team members to align solutions with the requirements of each area, always focused on ensuring a positive customer experience.
• Ensure the achievement of related ShowCycle objectives in a timely and efficient manner. Planning the organization of teams based on events is essential.
• Resolve customer issues based on an escalation strategy and in collaboration with Informa's operational teams.

Key skills and qualifications

• Excellent Microsoft suite, Autocad, ExpoCad, CRM, and other applications for proper event management.
• Experience in handling spaces and managing floor plans for shows.
• Attention to detail and a commitment to delivering high-quality experiences.
• Highly effective communicator both verbal and written in English and Spanish.

Requirements needed for the role

• Advanced knowledge of Microsoft Office, Customer Service systems and Sales Force, with the ability to train new team members.
• Over 7 years of experience in Customer Service/ Sales Operations leadership, covering a variety of customer service processes and managing complex/challenging customer issues.
• Experience working with KPIs/SLAs.
• Experience in project management, engaging contributors at all levels.

• Direct hiring by the company.
• Hybrid work model.
• Benefits: Life insurance, Medical Insurance, Grocery food vouchers, 15 vacation days, 100% vacation premium, 30 days of Christmas bonus, and 5% Savings Fund (per applicable labor laws).
• Day off on your birthday.
• Training program (LinkedIn Learning, Coaching, Mentoring, among others).
• Workplace: Polanco, Mexico City.

We know that the "perfect candidate" doesn’t exist, and you might hesitate to apply for an opportunity where you don’t meet all the requirements. But if you're excited to work with us and have most of the skills or experience we’re looking for, go ahead and apply! After all, you might be exactly what we need!

At Informa, we value diversity and encourage the creation of an inclusive work environment that provides space for idea exchange, experiences, and professional development. We are proud to be an equal-opportunity employer! We do not discriminate based on race, religion, disability, gender, sexual orientation, gender expression, age, marital status, citizenship, or other characteristics. We believe in the creative DNA of our teams who, together, connect people 365 days a year.