Customer Operations Executive

1. INTRODUCTION

Euromoney is one of the most recognised and reputed brands within banking globally. Euromoney provides unique insights into the institutions and personalities that shape banking and drive global markets. With unrivalled access to senior bank management, it has covered every aspect of the industry’s development worldwide for the last 50 years.

The quality of our analysis is reflected by the prestige and trust in which our awards and benchmarking programmes are held across the financial services industry. The banks use our products to differentiate themselves from their competitors. Forming a key part of a Bank’s business development, IR & PR strategy. Helping them attract new clients, new investors and/or new talent to their banks.

2. JOB PURPOSE

The Customer Operations Executive will provide task-based customer support for Euromoney, primarily but not exclusively for subscriptions. Onboarding new customers, driving engagement ensuring the highest level or renewal rate. The successful candidate will also be responsible for supporting the engagement, research, marketing, sales and awards operations teams for any customer facing tasks that may be required. Ultimately, this person will manage all inbound requests from customers and internal employees to deliver an exceptional customer service experience.

Principal Responsibilities

• Ensuring the highest-level customer service four a clients
• Working with the domain heads to grow audiences in each vertical
• Guide new subscribers through the initial stages of their from activating their login details to selecting and receiving newsletter(s).
• Conduct regular account health check-ups (monthly) to evaluate customer engagement and feedback
• Identifying opportunities for service and product development, as well as account growth by adding new users.
• Effectively identify and resolve customer issues and connect them with relevant internal contacts.
• Managing individual legacy subscriptions renewals and processing new subscriptions
• Provide customer support for awards teams when appropriate and help onsite
• Work with the marketing to develop and implement onboarding and engagement processes
• Accurately report and forecast engagement on a regular and ongoing basis
• Responding to inquiries via e-mail, telephone, and video calls, and providing clear and concise responses in a timely manner
• Manage subscription support enquiries through Salesforce Cases for Euromoney, owning the Case to resolution by delivering exceptional customer service
• Engage with legacy customers/agencies to validate and acquire correct billing contact information to ensure accuracy in Salesforce.
• Liaise between Sales teams and the Portal Team to help with customer onboarding requirements.

Knowledge, Experience and Skills

• Experience in a customer services or customer facing administrative environment
• Able to work with minimum supervision to strict deadlines and remain calm under pressure
• Competent in processing large amounts of data quickly and accurately
• Proven ability to work well within a team
• Exceptional attention to detail
• Excellent and confident communicator to both an internal and external audience in oral and written communication
• Strong multi-tasking and prioritisation skills and able to work on several projects simultaneously
• Salesforce experience

Behavioural Competencies

• Work well under pressure and to deadlines
• Customer first approach
• Fast learner
• Attention to detail
• Time management
• Able to seek out and suggest improvements to ways of working