Customer Operations & Relationship Executive

Intercontinental Exchange Holdings, Inc.; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a detail-oriented Coordinator to enhance their training and educational solutions. In this dynamic role, you will lead the implementation of a new learning management system, coordinate training events, and manage customer relationships to ensure a seamless experience. Your organizational skills will shine as you maintain records, assist with financial administration, and collaborate with marketing to promote programs. This is a fantastic opportunity to contribute to a forward-thinking company dedicated to empowering professionals in the financial and commodity markets. If you're passionate about customer service and operational excellence, this role is perfect for you.

Qualifications

• Experience in operational and customer-facing roles in financial services or education.
• Strong analytical skills and proficiency in relevant software.

Responsibilities

• Lead the implementation of a new learning management system.
• Assist in planning and organizing training events and workshops.
• Serve as the primary contact for customer inquiries and support.

Skills

Customer Relationship Management

Event Coordination

Analytical Skills

Communication Skills

Problem-Solving Skills

Education

Bachelor's in Business

Bachelor's in Administration

Bachelor's in Marketing

Bachelor's in Finance

Tools

Microsoft Office

Job description

Job Description

Job Purpose

As part of the Intercontinental Exchange Group, we are a leading provider of training and educational solutions for the financial and commodity markets. Our comprehensive programs equip professionals with the knowledge and skills necessary to excel in trading, risk management, and investment strategies. We are looking for a detail-oriented, organized, and customer-focused Coordinator to support our operations, ensuring a seamless experience for both our team and our customers.

Responsibilities

1. Systems Development & Administration:
   • Lead the implementation of a new learning management system (LMS) for ICE Education through 2025/26, collaborating with colleagues from finance and web development.
   • Provide administrative support for the smooth operation of the company, including maintaining learning management and customer database systems.
   • Maintain organized records of training programs, participant registrations, and financial transactions.
2. Event Coordination:
   • Assist in planning and organizing training events, workshops, and webinars, managing logistics such as scheduling, venue arrangements, and catering.
   • Coordinate with trainers, facilitators, and participants to confirm details and ensure all materials and equipment are prepared.
3. Customer Relationship Management:
   • Serve as the primary contact for customer inquiries, registrations, cancellations, and feedback.
   • Maintain an accurate customer database to track sales activities and client interactions, providing regular dashboard reports.
   • Deliver exceptional customer support to foster ongoing relationships and encourage repeat business.
   • Monitor client feedback to improve course offerings and support services.
4. Financial Administration:
   • Assist with invoicing, payment processing, and tracking financial records related to training programs.
   • Support credit management and follow-up on outstanding payments with the finance team.
5. Communication and Marketing:
   • Collaborate with marketing colleagues to prepare and execute communications via e-newsletters, targeted emails, and social media.
   • Update the company website and social media platforms with upcoming programs and events.
   • Develop and implement targeted marketing campaigns to generate leads and enhance brand awareness.
   • Utilize digital marketing strategies, including social media and email marketing, to reach wider audiences.
   • Create marketing materials such as e-brochures, presentations, and case studies to support sales efforts.
6. Technical Support:
   • Provide technical assistance for virtual training sessions, ensuring all technology functions properly.
   • Help troubleshoot administrative or technical issues as they arise.
7. Compliance and Quality Assurance:
   • Ensure all processes comply with company policies and regulations.
   • Support quality assurance by collecting and analyzing participant feedback for continuous improvement.

Knowledge and Experience

• Experience in operational and customer-facing roles, preferably within financial services or education sectors.
• Relevant education in Business, Administration, Marketing, Finance, or related fields.
• Strong analytical and problem-solving skills.
• Proficiency in relevant software/tools, e.g., Microsoft Office.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively within a team.