Customer Care Advisor jobs in United Kingdom

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 events like Cannes Lions, Black Hat, Money20/20, GDC, 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.

This role is based in our 5 Howick Place office.

Reporting into the Global Head of Key Accounts, the new Key Account Manager will take responsibility for growing billings and revenue from a defined group of LIONS Intelligence clients by developing strong relationships and a deeper understanding of their business’s needs, structures and processes.

You will work closely with your clients, gaining a deep understanding of their challenges and turn that knowledge into commercial growth conversations across the spectrum of LIONS Intelligence products. - currently WARC, The Work, Contagious IQ and Effie.

Through these deep relationships, you may also become aware of opportunities for other areas of the LIONS business - events, delegates, advisory, learning. The key accounts team are expected to identify opportunities where they exist and pass those leads and connections over to the correct team, offering support if needed.

However, for clarity, the key responsibility for the key accounts team is driving growth from LIONS Intelligence subscription products.

The key accounts team may work closely with other areas of the commercial function - customer success, new business and account development - potentially collaborating on deals where multiple people are involved and credit shared amongst a group.

Meet/exceed own annual value and volume renewal rate & upsell targets - growing the overall spend of your portfolio at greater rates than is achieved by the wider account development team in their portfolios

Meet/exceed monthly KPI targets

Looking after our key brand clients, understanding their pain points and challenges, and consulting them on solutions that drive growth and customer retention.

Accurate and continuous forecasting of renewal conversation outcomes throughout their lifetime as clients

Create an annual business plan to identify risk & growth opportunities as well as forecast & plan for overachievement of targets. Review on a monthly basis

Work collaboratively with the Customer Success team to identify renewals at risk and propose, manage and execute a plan devised to reduce risk and increase likelihood of renewal

Maintain a strong relationship with key stakeholders so that you are clear on their challenges and can pinpoint exactly where the LIONS Intelligence service adds value for their business.

Build terrain maps and strategic plans for each of your clients to generate a consistent pipeline that grows your account base.

Work to understand reasons behind non-renewal and implement win back strategy

• Have strong commercial acumen
  • Be aware and comfortable working to financial targets
  • Upsell & cross sell to ensure you achieve & overachieve on targets
    
• Be knowledgeable about:
  • LIONS Intelligence products - WARC, The Work, Contagious IQ
    • The team currently has significant experience working with brands from a WARC perspective and therefore experience with brands from a The Work & IQ perspective would be advantageous
  • All developments in our range of products and services
  • Have extensive experience selling to Brands and their sales cycles
    
• Be a strong team player
  • Partner with the Customer Success team(s) and teams across the business to collaborate on account plans for all key/growth accounts
  • Maintain a solutions-oriented, pro-active work style to advance towards goals
• Previous experience in a B2B client facing role and/or working with a brand owner (5+ years)
• Ability to reach and develop relationships with C-Level leadership or senior lines of business executives in your respective categories
• Clear, concise communication skills
• Proven negotiation skills with persistence and tenacity
• Proven experience growing a pot of revenue
• Evidence of a drive and determination to hit targets
• Evidence of working within a team to achieve both individual and wider team goals
• Excellent researcher with good knowledge of major industry sources
• Evidence of the ability to forecast financial outcomes, identify challenges and risks and to manage a plan of action in those circumstances
• Experience of presenting to groups of individuals face to face and running online demonstrations of products/services.
• Knowledge of Salesforce CRM system

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

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:

• 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.

If you would like to request reasonable adjustments or accommodationsto assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. 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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