This role is based in our 240 Blackfriars office.
We鈥檙e looking for a dynamic and experienced Customer Service Manager - Europe to lead and oversee Customer Service operations for our Exhibitions across three key regions: London, Amsterdam, and Istanbul. This role is central to delivering exceptional experiences for our Exhibitors, Attendees, and Stakeholders while ensuring operational efficiency and consistency across all regions.
As the primary point of contact for Customer Service in these regions, you鈥檒l drive service excellence, implement quality standards, and support strategies to enhance customer satisfaction and loyalty. If you鈥檙e passionate about creating outstanding customer experiences and thrive in a fast-paced, international environment, this could be the perfect role for you.
Key Responsibilities
Customer Service Leadership
- Lead and manage Customer Service teams across London, Amsterdam, and Istanbul, ensuring alignment with organizational goals and EMEA-wide standards.
- Act as the primary point of contact for stakeholder relationships within these regions.
- Deliver exceptional customer service to all customer types, including personalized and tailored support.
- Oversee data management, reporting, and communication plans to ensure seamless operations.
- Provide technical support for digital tools and gather actionable customer insights.
- Develop and implement customer service policies, procedures, and best practices.
- Ensure timely and effective resolution of escalations, complaints, and issues to maintain high satisfaction levels.
- Support ad-hoc tasks and projects as directed by the Head of Customer Service - IEMEA.
Team Leadership and Development
- Recruit, manage, and mentor Customer Service staff across the three regions, fostering a culture of excellence and high standards.
- Conduct regular team meetings and training sessions to ensure consistent service delivery.
- Set clear performance goals, provide feedback, and conduct performance reviews to support team growth and development.
Operational Coordination
- Collaborate with regional Exhibition teams to integrate Customer Service operations into event planning and execution.
- Work closely with the contact center services team to ensure service levels and contact standards are consistently met.
Customer Experience Enhancement
- Analyze customer feedback and survey data to identify trends and areas for improvement.
- Proactively address potential issues and implement preventative measures to ensure smooth operations.
Reporting and Analysis
- Monitor and evaluate Customer Service performance metrics, identifying areas for improvement and implementing solutions.