Customer Operations Executive

Delinian; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Operations Executive to enhance customer service and manage subscriptions. This role is pivotal in supporting various teams, ensuring high renewal rates, and improving customer engagement through effective onboarding processes. The ideal candidate will thrive in a fast-paced environment, demonstrating exceptional communication and multitasking skills. If you're passionate about delivering outstanding service and eager to contribute to a dynamic team, this opportunity is perfect for you.

Qualifications

• Experience in customer service or administrative roles with customer interaction.
• Proficient in processing large data sets accurately and efficiently.

Responsibilities

• Provide high-level customer service to clients and manage subscriptions.
• Conduct monthly account health checks to evaluate customer engagement.
• Resolve customer issues effectively and connect them with relevant contacts.

Skills

Customer Service

Salesforce

Data Processing

Communication Skills

Multitasking

Tools

Salesforce

Job description

Join to apply for the Customer Operations Executive role at Delinian.

Introduction

Euromoney is a recognized and reputable brand within global banking, providing insights into institutions and personalities shaping the industry. With over 50 years of coverage, our analysis is highly regarded, and our awards and benchmarking programs are trusted across financial services, helping banks differentiate themselves and attract clients, investors, and talent.

Job Purpose

The Customer Operations Executive will support Euromoney's customer service, primarily managing subscriptions, onboarding new customers, and ensuring high renewal rates. The role involves supporting engagement, research, marketing, sales, and awards teams to deliver exceptional customer service, managing inbound requests from customers and internal staff.

Principal Responsibilities

1. Provide high-level customer service to clients.
2. Collaborate with domain heads to grow audience engagement in each vertical.
3. Guide new subscribers through onboarding, from login activation to newsletter preferences.
4. Conduct monthly account health checks to evaluate customer engagement and feedback.
5. Identify opportunities for service improvement, product development, and account growth.
6. Resolve customer issues effectively and connect them with relevant internal contacts.
7. Manage subscription renewals and process new subscriptions.
8. Support awards teams and assist onsite when needed.
9. Work with marketing to develop onboarding and engagement processes.
10. Report and forecast customer engagement regularly.
11. Respond promptly to inquiries via email, phone, and video calls, providing clear responses.
12. Manage subscription support cases in Salesforce, ensuring resolution and excellent service.
13. Validate and update billing contact information with legacy customers and agencies.
14. Liaise between sales and portal teams to facilitate onboarding.

Knowledge, Experience, and Skills

1. Experience in customer service or administrative roles with customer interaction.
2. Ability to work independently under deadlines and remain calm under pressure.
3. Proficient in processing large data sets accurately and efficiently.
4. Strong team player.
5. Exceptional attention to detail.
6. Excellent communication skills, both oral and written.
7. Strong multitasking and prioritization abilities.
8. Experience with Salesforce.

Behavioral Competencies

1. Ability to work under pressure and meet deadlines.
2. Customer-first mindset.
3. Fast learner.
4. Attention to detail.
5. Effective time management.
6. Proactive in suggesting improvements.

Additional Details

• Seniority Level: Not Applicable
• Employment Type: Full-time
• Job Function: Business Development and Sales