Senior Delegate Services Manager

3 weeks ago

London, Greater London, United Kingdom ENGINEERINGUK Full time
Senior Delegate Services Manager

About Us
EngineeringUK is a leading news organisation, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide. Our culture thrives on curiosity and ambitious thinking, with a focus on delivering impartial journalism in a polarised world.

Our Commitment to Diversity, Equity, and Inclusion
We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. Our workplace is encouraging, where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.

The Role
As the Senior Delegate Services Manager, you will support the Head of Delegate Services in leading a team of delegate services managers for both paid and VIP categories. This role is pivotal in shaping the sales approach for our event propositions, while also contributing to the development of our team, processes, and strategies.

Your role will be integral to the success of our Premium Experiences strategy, assisting in driving improvements across the delegate services team and ensuring operational excellence.

Key Responsibilities

  1. Support the Head of Delegate Services in building a high-performing delegate acquisition and customer services function aligned with our Premium Experiences strategy.
  2. Oversee delegate services operations across EMEA, US, and Asia, and provide insights into each market's unique challenges.
  3. Assist the Head in guiding the team towards achieving annual delegate revenue targets set by senior management.
  4. Collaborate with our departments to ensure VIP audience requirements are met, guaranteeing the right quality and quantity of attendees at each event.
  5. Serve as the primary contact for delegates, addressing FAQs, troubleshooting, and supporting the registration and attendance processes.
  6. Manage event guest lists accurately, ensuring GDPR/ePrivacy compliance when distributing information.
  7. Establish and maintain clear processes across delegate services and acquisition, ensuring team-wide consistency and high standards.
  8. Partner with the Strategic Marketing team to build targeted prospect lists that improve conversion rates.
  9. Support team recruitment, training, and coaching to maintain and uphold service standards.
  10. Ensure the team maximises the use of CRM systems (e.g., Salesforce) to record activities accurately and keep pipelines current.
  11. Assist in generating regular sales reports, forecasts, and budgets in line with established KPIs.
  12. Act as a secondary critical issue point for customer complaints, ensuring prompt and effective resolution.
  13. Maintain GDPR and ePrivacy compliance, ensuring secure handling and sharing of customer data.

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