Customer Experience Coordinator - Informa Markets

There's no such thing as a typical Informa colleague…And that's how we like it. We're a diverse Group, with over 10,000 colleagues working in many different roles in one of six Divisions and in over 30 countries. Each of us brings something different, a unique set of abilities, experience, and knowledge. It’s what makes us who we are.

All our businesses and offices share a culture based on respect and inclusiveness, and a working environment that is enjoyable, stimulating, rewarding and supportive for colleagues. One that enables everyone to fully participate in the life of the Group and its ongoing, sustainable growth.

As a division of Informa, a FTSE 100 company, Informa Markets provides customers and partners around the globe with opportunities to engage, experience and do business through live, virtual and hybrid events, specialist digital content and actionable data solutions.

People are at the heart of Informa Markets. Our business thrives on the passion and entrepreneurship of our 4,000+ colleagues, who deliver over 500 international events and brands in more than 40 countries across the globe.

Using our industry insight, comprehensive portfolio of markets, content, and digital resources, we are passionate about creating platforms for our customers to connect and shaping environments that enable businesses to flourish.

What we’re looking for:

We are seeking a Customer Experience Coordinator to join our team. In this critical role, you will serve as the ambassador to our customers, responsible for setting and trouble-shooting digital access, overseeing customer fulfillment and answering feedback from individual customers and digital users. Our environment is fast-paced and team-oriented, and we are looking for someone who is customer-focused, detail-oriented and self-driven. The ideal candidate will exhibit a high degree of professionalism and will excel in working with a diverse range of consumers and business professionals.

Role Accountability and Duties:

• Work on individual subscription and user accounts for our media portfolio
• Support individual subscription fulfillment, collection and retention efforts
• Assist with resolution of individual customer and user access issues with manager and the product development team
• Coordinate and support daily customer service for online and subscription businesses via email, and outbound phone calls
• Correspond with individual customers from diverse backgrounds and varying levels of familiarity with websites and computer technology
• Perform additional tasks as required, including supporting group accounts.

What you bring to the team:

• Bachelor's or Associate degree welcomed but not required
• 3+ years of experience in client services and/or billing with consumer or B2B customers
• Knowledge of aviation and/or manufacturing/supply chain industries a plus
• Excellent verbal and written communication skills required
• Experience working with website, CRM, and database platforms
• Experience with Excel preferred but not required
• Passionate about serving and communicating with external customers/consumers
• Self-driven and able to work independently within the user experience team
• Detail-oriented and able to handle multiple projects under tight deadlines with a customer-focused mindset
• Ability to work effectively in a matrix-style organization, and communicate with all technical partners and key stakeholders, as well as database and technology teammates

*Must be able to be in Shawnee, KS office weekly.

*This posting will automatically expire on Nov. 22,2024.

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 at  LifeAt.Informa.com

Our benefits include: 

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns.
• 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: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year.
• Competitive benefits, including a 401k match, parental leave and an ESPP offering company shares at a minimum 15% discount.
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more.
• Recognition for great work, with global awards and kudos programs.
• As an international company, the chance to collaborate with teams around the world.
• The salary range for this position $46750-$55K/YR depending on experience.

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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