Account Coordinator, VIP Services

Job Location This role is based in our 5 Howick Place, London, UK office. Role Overview Client relationships and providing excellent service is our top priority. We’re looking for a dedicated, experienced, and personable VIP Services coordinator to lead the operation and customer communication for our Gold Plus product and to assist the Account Manager in delivering a VIP Service for our Platinum product. Our ideal candidate will have a passion for helping others and a drive to provide exceptional customer service. Applicants should also be comfortable working with Microsoft Suite documents, specifically Excel, audits, and other organisational software. Key Accountabilities Own the management of ongoing high‑profile client relationships to drive client retention, loyalty, and satisfaction for Gold Plus delegates. Provide continuous support and manage inboxes and SLAs. Support customers in maximising the value of our services with advanced product knowledge – articulate benefits, provide training, and introduce new releases and events. Be creatively proactive with clients and demonstrate an understanding of their needs – arrange regular catch‑ups over the phone, e‑mail, or video calls. Maximise revenue growth of our customer base through product engagement, renewal, upgrade, upsell, and cross‑sell. Assist the 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, Microsoft Suite, etc. Continuously create or refine processes and internal documentation according to changing business requirements. Develop a thorough understanding of our products and services to better meet client needs in upsell and cross‑sell. Be present at our festival to support clients throughout the event duration. Qualifications Skills, experience & qualifications required Experience in account and customer service essential. Sales background welcome (please note this is not a sales‑focused role). Complete focus on delivering exquisite customer service. Great communication skills, both written and verbal. Attention to detail and strong organisational skills. Proficiency with common customer success and customer relationship management software, such as Salesforce, welcome. Additional information: We believe that great things happen when people connect face‑to‑face. That’s why we work in‑person together, or with customers and partners, three days a week or more. When you’re not spending time in our offices or at an Informa event, you gain flexibility and support to work from home or remotely. Benefits 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: up to four days per year to volunteer, with charity match funding available. Career opportunity: development through bespoke training and learning, mentoring platforms and on‑demand access to thousands of courses on LinkedIn Learning; internal job moves encouraged when ready for the next step. Time out: 25 days annual leave, rising to 27 after two years, plus a birthday leave day and the chance to work from anywhere for up to four weeks a year. A flexible range of personal benefits to choose from, plus company‑funded private medical cover. A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares. Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more. Recognition for great work, with global awards and kudos programmes. Being part of an international company with opportunities to collaborate with teams worldwide. 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. If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and/or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. 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. See how Informa handles your personal data when you apply for a job here. Seniority level: Executive Employment type: Full‑time Job function: Customer Service Industries: Events Services #J-18808-Ljbffr