Customer Success Coordinator

Informa Connect; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

Informa Connect is seeking a motivated Customer Success Coordinator to support customer relations for their Global Finance portfolio. This role involves leading customer service for events, managing onsite registration, and collaborating with international teams. The ideal candidate will have strong customer service skills and a proactive attitude, with opportunities for career development and a supportive work environment.

Benefits

Flexible working

Private medical cover

Career development opportunities

Wellbeing support

Qualifications

• 2+ years experience in customer service or hospitality.
• Knowledge of SAP is advantageous.
• Proactive and problem-solving attitude.

Responsibilities

• Lead everyday customer service for events (65%).
• Manage onsite registration and attendee data (30%).
• Perform additional duties as needed (5%).

Skills

Customer service

Multitasking

Problem-solving

Fluency in English

IT literacy

Tools

SAP

MS Office

Job description

Company Description

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, ranked #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.

Job Description

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 entire customer journey from initial registration to onsite arrival and badge collection.

Customer service is vital to our business and drives customer retention. We seek an experienced and motivated Customer Success Coordinator to join our international team based in London, working alongside team members in the US.

Responsibilities

1. 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
• Facilitating outbound event communications for both in-person and digital components
• Supporting attendees with planning their visit, including travel and hotel bookings
• Collaborating with UK and US accounting teams on registration, invoicing, and debt review using SAP
• Supporting sponsorship sales with invoicing and billing inquiries
• Working closely with UK and US team members and other event project teams (Marketing, Operations, Production, Sponsorship, Delegate Sales)
• Assisting customers with app logins

Onsite Registration & Attendee Data Management (30%)

• Serving as the main point of contact for onsite registration and managing the registration tool: Visit by GES
• Managing registration hardware, badge design, lanyards, and registration desk layout
• Using Connect app ConnectMe onsite for notifications, login support, and troubleshooting
• Handling registration troubleshooting and setup for large events
• Ensuring accurate data upload into the onsite registration system
• Managing attendee lists for reporting
• Traveling to large events to manage onsite registration and payments
• Liaising with central registration teams and partners

Other duties (5%)

• Performing additional duties as needed
• Attending training as directed by the manager

Qualifications

• 2+ years experience in customer service or hospitality
• Knowledge of SAP is advantageous
• Enjoy engaging with people and supporting their needs
• Skilled in multitasking
• Proactive and problem-solving attitude
• Comfortable troubleshooting
• High accuracy in work
• Fluent in written and spoken English
• Proficient in MS Office and IT literacy
• Passionate about digital tools and eager to learn
• Willing to travel internationally

Additional Information

We strive to make life at Informa rewarding, supportive, and enjoyable. Benefits include flexibility, a strong community, volunteering opportunities, career development, generous leave, private medical cover, share schemes, wellbeing support, recognition programs, and global collaboration opportunities.

We value energy and ambition and welcome applications from candidates who meet most of the skills and experience listed. Informa is committed to diversity and inclusion and is an Equal Opportunities Employer.