Customer Experience Specialist


Informa Group Plc.

New York, NY
Full Time
3y ago

Company Description

About Informa Markets

We organize over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business. We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets. 

Job Description

Informa Markets is seeking a full-time Customer Experience Specialist for the Fashion Division. The Customer Experience Specialist will support the Customer Experience Manager in delivering a superior support program for the Fashion division’s exhibitors. S/he will help to improve service levels, increase customer satisfaction, reduce resolution times and ultimately contribute to increasing revenue growth through a positive customer experience. You'll have a direct relationship with our customers, often helping customers resolve inquiries and issues through warm and kind interactions. You'll be interacting with customers through email, phone, and live chat. Additionally, you'll maintain an expert-level knowledge of our events, offerings and internal systems and enhance the customer's success through upselling. You’ll act as the voice of the customer and share learnings internally to improve overall service and customer experience.

You are accountable for:

  • Reporting into the Customer Experience Manager, help to deliver a world-class Customer Experience program for the Informa Markets Fashion exhibitors.
  • Manage Customer Experience Systems:
  1. Work closely with the Customer Experience Manager and internal teams to manage systems used to deliver a smooth post contract customer onboarding experience.
  2. Engage in omnichannel customer support via calls, emails and live chats, helping customers navigate the post contract to event portion of our client journey.
  3. Support CXM in managing the customer experience inbox, which receives both digital and physical show queries, engage in upselling and ensure SLAs are met and exceeded
  4. Assist CXM with the Exhibitor VIP program, ensuring our Elite Exhibitors receive white glove service and managing program logistics pre and post show as well as onsite support
  5. Serve as a knowledge expert and super user for our digital platform, assisting with exhibitor onboarding and providing key internal and external support
  6. Represent the Voice of the Customer and provide key feedback to the CXM on customer experience
  7. Work closely with Customer Experience Manager on special projects related to exhibitor education that can include webinars, digital platform tutorials, phone outreach and projects as assigned


  • 2-5 years of customer service, administrative support, or systems support
  • Impeccable interpersonal skills - you are friendly, compassionate, a good listener, and can relate to anyone.
  • You have a strong attention to detail and excellent written and verbal skills - you’re able to articulate yourself in a clear and concise manner, even during escalated interactions.
  • You have a customer-centric mentality, are able to empathize and diffuse difficult situations
  • Experience with Salesforce, Zendesk, Fresh Desk or similar software
  • Highly organized with excellent ability to balance multiple projects at once, giving priority where it is needed
  • Comfortable working across multiple systems and working in a deadline driven environment
  • Excellent communication skills, both verbal and written
  • Effective interpersonal skills and relationship-building skills
  • Multiple language proficiency is highly desirable
  • Flexible schedule with ability to travel to tradeshows and work weekends
  • College degree or equivalent work experience

Additional Information

We offer:

  • Competitive Compensation Package
  • Access to LinkedIn Learning and other development/training opportunities
  • Health and Wellness Benefits (medical, dental, eye)
  • 401K and Matching
  • Employee Stock Purchase Program
  • Generous PTO policy
  • Work-life balance
  • Additional discounts through various partnerships

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed.  As such, Informa is proud to be an Equal Opportunity Employer.  We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law. 

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Onkar By: Onkar