Vip Services Coordinator

7 months ago

London, United Kingdom Ascential Full time

We're looking for a VIP Services Coordinator to join our team in London as part of our Client Services function.

Your Role: You will assist in the operation and customer communication for our Gold Plus and Platinum products. You will have a passion for helping others and a drive to provide exceptional customer service.

Key Responsibilities
- Be comfortable assisting in the management of ongoing high profile client relationships effectively to drive high client retention, loyalty, and satisfaction for Platinum and Gold Plus delegates
- Provide continuous support, manage inboxes and SLAs.
- Support customers in maximising the value of our services with advanced knowledge of products - articulate benefits, provide training and introduction to new releases and events..
- Maximise revenue growth of our customer base through product engagement, renewal, upgrade, upsell, cross sell.
- Assist VIP Account Manager to organise and coordinate operational delivery for Platinum delegates onsite.
- Maintain accurate, up-to-date reporting of customer data and numbers using available tools - Salesforce, Google Sheets etc.
- Continually create or refine processes and internal documentation according to the changes in the business requirements
- Develop a thorough understanding of our products and services to better meet our client needs in upsell, cross sell to clients.
- Be present at our festival to support our clients through the festival duration.

Your Experience
- Experience in Account and customer service essential
- Sales background welcome
- A complete focus on delivering exquisite customer service
- Great communication skills necessary
- Strong written and verbal communication skills
- Great attention to detail and organisational skills
- You should also be comfortable working with google documents, specifically sheets, audits, and other organisational software.
- Proficiency with common customer success and customer relationship management software, such as Gainsight and Salesforce welcome

If you don't meet every single requirement, we'd still encourage you to apply. At LIONS, we are committed to creating a diverse, inclusive and authentic workplace, so if you are excited about this role we would still like you to apply.

Who are we?

The LIONS brand is probably most synonymous with Cannes Lions, The International Festival of Creativity, the definitive meeting place for the global creative communications and advertising community. It’s five days of inspiration, aspiration, unlimited magic and potential. The Festival has been championing creative excellence since 1954 with the goal of providing a global destination and the definitive benchmark for creativity that drives progress.

LIONS is going through an exciting time as it’s recently repositioned as The Home of Creativity, supporting those in the business of creativity at every step of their journeys with an extended portfolio of new advisory, learning and intelligence services. Our purpose is to drive progress through creativity for an incredibly diverse and talented global creative community.

You will join a team of change makers. The team’s purpose is to champion change to create the most powerful global creative community and drive growth for the brand.

LIONS is an Ascential company. Ascential delivers specialist information, analytics and ecommerce optimisation platforms to the world's leading consumer brands and their ecosystems. We help our customers to make smart decisions that improve performance now, and in the future.

With more than 3,300 employees across five continents, we combine local expertise with a global footprint for clients in over 120 countries. We are listed on the London Stock Exchange.

Why choose us?

At Ascential, diversity, equity and inclusion is core to us. We’re a company built around our people - and we’re committed to supporting each and every one of them to be the best they can be. We love having a diverse team of people who bring new ideas and different strengths and perspectives to Ascential. Our employee-led groups and networks, Ascential Pride, Black in Business, EmPower: Ascential Women's network, Shalom Ascential, Christian Ascential and Latinx, help us to create a place where communities and allies can connect and share experiences. We are proud to have been recognised as a best performer in the FTSE Women Leaders Review for six consecutive years, listed in the Bloomberg Gender Equality Index and ranked highly in both MSCI and Sustainalytics ESG indexes.

We’re committed to ensuring we have a positive impact on the environment and communities in which we operate and we support our people to be more environmentally friendly, including ensuring our pension plan defaults to sustainable options.

We are committed to supporting charities with contributions, volunteer work and knowledge sharing. We have over a decade-long partnership with The Prince's Trust and sponsor initiatives to empower young women and su

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