Customer Experience Coordinator

Informa Festivals marks an exciting new chapter in B2B events, bringing some of the world's most influential creative, technology and business festivals together. We’re combining prestigious brands like Cannes Lions, Black Hat, Money20/20 and London Tech Week with cutting-edge marketing intelligence platforms and advisory services to deliver unmissable experiences and insights.

Our festival-led approach reimagines traditional B2B events, creating powerful, immersive experiences that drive innovation and industry advancement. Building on decades of expertise and powered by Informa's international reach, we're shaping the next generation of business festivals.

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. 

We're looking for a Customer Experience Operations Coordinator to join our team in London as part of our Client Services function.

Your team:  You will be joining the Customer Experience Operations department who are responsible for delivering customer service excellence across our global events. You will report to the Customer Experience Manager for LIONS.

 Your Role: You will be the first point of contact for our event attendees and you will be responsible for delivering premium customer service, ensuring all queries are answered swiftly, informatively and politely as well as all attendee registrations are processed accurately and efficiently. 

We are looking for someone who is enthusiastic about delivering excellent customer service and excels in a fast-paced environment. You are a connector, working hard to ensure people and projects are not inadvertently siloed or silenced. You should be accustomed to dealing with high volumes of emails and calls, have a passion to exceed customer expectations and should be excited at the prospect of travelling to the Cannes Lions event in France to help run the badge collection desks.

You will have the opportunity to travel to the event in Cannes, and when required, to our additional events in Europe, Asia and North America to assist with the onsite delivery of badge collection for our Money20/20 brand.

This role will be a hybrid of working from home and in our office for at least 3 days a week. 

Key Responsibilities 

• You will provide a first-class experience to our attendees from their initial contact onward, ensuring all queries are addressed within one working day across customer service channels, including email, calls, and live chat. As a LIONS advocate, you will become an expert on all LIONS products, confidently explaining our pass types, benefits, and mission.

• This role includes the opportunity to travel to our Cannes Lions event in Cannes, France. You will be customer-facing and manage the badge collection desks including taking payments for onsite registrations.

• You must be available to attend the Cannes Lions event held every June in Cannes - this includes working over the weekend during the event and Bank Holidays may be required if they overlap with the events (any weekends or bank holidays will be returned with time in lieu). This year, the event takes place from June 16–20, 2025. Typically, the team arrives a couple of days prior (e.g., Saturday) and departs the day after the event ends.

• You’ll manage our phone line, event inboxes, and live chat during working hours to ensure all queries are answered swiftly, informatively, and politely. In addition, you’ll review pass applications and eligibility for our special criteria pass types such as Start-Ups, Young Lions and Students.

• You'll support department initiatives and/or projects, for example, elevating the online customer experience journey. This could also include contributing to customer comms and dedicated web pages for customer FAQs.

• You’ll support creating, maintaining, and updating pass registration records with the latest attendee information ensuring a high level of detail when processing delegate data using our registration software systems.

• You’ll share regular updates with the Customer Experience Operations Manager on customer sentiment, feedback, pain points.

• During quieter periods, you will support customer service for additional events within the business including Dubai Lynx and Money20/20.

• Experience in a customer service role: ideally in an administrative or support role, preferably within events or a corporate setting.

• Experience handling high volumes of emails and calls is essential.

• Must be extremely customer service-oriented with a passion for exceeding customer expectations.

• Excellent oral and written communication skills, including proofreading skills; you are a great communicator – with colleagues and customers alike.

• Excellent organisational skills: able to manage multiple enquiries, tasks and deadlines efficiently.

• Should be database savvy, detail-oriented and have good problem-solving skills.

• Good computer skills (e.g. basic knowledge of Microsoft Excel, Word, and Outlook).

• Experience using Salesforce and Live Chat platforms is an advantage but not essential as full training will be provided.

• Our events attract attendees worldwide and you will work closely with an international team, you must be an advocate and ally for diversity, equality, and inclusion. 

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 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.

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