Customer Success Coordinator - job 1 of 2

We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100 who are #3 in Glassdoor's Best Places to Work 2025 UK list. 

Our purpose is to connect our customers to information and people that help them know more, do more and be more. No other company in the world helps more people share professional knowledge or make business connections.

We run around 800 events each year, create digital platforms based on engaging news and information content, and operate professional development programmes for individuals and businesses.

An exciting opportunity has arisen for an experienced Customer Success Coordinator to join the newly formed Global Finance Customer Success team at Informa Connect.

The role will report directly to the Head of Customer Success. Joining a growing team, you will support customer relations across the busy Global Finance portfolio which consists of 100+ global smart events (delivered in person and digitally) Your role will support the whole customer journey from initial registration all the way to the customer arriving onsite at the event and picking up their badge   

Customer service is a very important part of our business and drives customer retention. We are looking for an experienced and motivated Customer Success Coordinator to join our international team based in London but working alongside team members also based in the US.

Responsibilities:

• Taking the lead on everyday customer service for our events (65%)
  • Answering email requests and incoming phone calls from event attendees, with response times set at 24 hours or less
  • Facilitate any outbound event communications both for in person and digital components of events
  • Supporting attendees with planning ‘their visit’ including providing information on travel and hotel booking links
  • Working closely with our UK- and US- based accounting teams on registration enrolment, invoicing and debt review, using SAP as a booking database
  • Supporting sponsorship sales team with any invoicing and billing enquiries
  • Work closely with direct team members in UK and the US, as well as other teams as part of the event project team (Marketing, Operations, Production, Sponsorship and Exhibition Sales and Delegate Sales)
  • Supporting customers with app log in

• Onsite Registration & Attendee Data Management (30%)
  • Being the Event’s main point of contact for onsite event registration and managing our registration tool: Visit by GES
  • Managing an Event’s registration hardware, badge design, lanyards and registration desk layout
  • Using our Connect app ConnectMe onsite, for sending notifications, supporting with logging in & troubleshooting.
  • Registration trouble shooting and set up on the large events
  • Ensuring the correct data including: badge type, options codes, contact information and payment information is uploaded into the onsite registration system
  • Managing the complete attendee list for reporting purposes
  • Travelling to the large events to manage registration onsite as well as manage onsite payments
  • Liaising with Informa Connects central registration team as well as our registration partner Visit by GES

• Other (5 %)
  • Performs other duties as needed
  • Attend training as suggested by Manager

• 2+ years experience in a customer service role and/or in the service/hospitality industry
• Knowledge of SAP would be advantageous
• Enjoy engaging with people and supporting them with their needs—both customers and team members from around the world
• Are good at multi-tasking
• Have a can-do and problem-solving attitude
• Are not shy to troubleshoot
• Have a high level of accuracy
• Are fluent in written and spoken English
• Have very good skills in MS Office
• Are generally IT literate
• Have a passion for “the digital” and are curious to learn
• Ability to travel internationally

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com

Our benefits include:

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and most of us balance time in the office with time working remotely
• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
• Time out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• A flexible range of personal benefits to choose from, plus company funded private medical cover
• A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares
• Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more
• Recognition for great work, with global awards and kudos programmes
• As an international company, the chance to collaborate with teams around the world

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

See how Informa handles your personal data when you apply for a job here.