Account Coordinator, VIP Services

Informa Festivals
marks an exciting new chapter in B2B events, bringing some of the world's most influential creative, technology and business festivals together. We're combining prestigious events like Cannes Lions, Black Hat, Money20/20, GDC, and London Tech Week with cutting-edge marketing intelligence platforms and advisory services to deliver unmissable experiences and insights.

Our festival-led approach reimagines traditional B2B events, creating powerful, immersive experiences that drive innovation and industry advancement. Building on decades of expertise and powered by Informa's international reach, we're shaping the next generation of business festivals.

We're part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100 who are #3 in Glassdoor's Best Places to Work 2025 UK list.

Job Description

This role is based in our 5 Howick Place, London, UK office.

Client relationships and providing excellent service is our top priority. We're looking for a dedicated, experienced and personable VIP Services coordinator to lead in the operation and customer communication for our Gold Plus product and assist the Account Manager to deliver 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. If this sounds like you, apply today and help us build meaningful, long-lasting relationships that move our business forward

Key accountabilities

• Be comfortable owning the management of ongoing high profile client relationships effectively to drive high client retention, loyalty, and satisfaction for 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. .
• Be creatively proactive with clients and demonstrate an understanding of their needs - arrange regular catch ups over the phone/email/video calls.
• 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, Microsoft Suite 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.

Qualifications

Skills, experience & qualifications required

• Experience in Account and customer service essential
• Sales background welcome (please note this is not a sales focused role)
• 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
• 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 with each other, or with customers and partners, three days a week or more. When you're not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here's some of what you can expect when you join us. But don't just take our word for it – see what our colleagues have to say

Our benefits include:

• 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:
  take up to four days per year to volunteer, with charity match funding available too
• Career opportunity:
  the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it's time for the next step, we encourage and support internal job moves
• Time out:
  25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost) 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
• As an international company, the chance to collaborate with teams around the world

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. Ask us or see our website for full information.

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