EuroFinance Client Services Lead

Who we are Since 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight. Across our three businesses -The Economist, Economist Enterprise and Economist Education - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries. United by a shared purpose to drive progress, we empower decision-makers to make sense of change and chart a course through an increasingly complex world. As a colleague, you will be part of a culture that values ideas, encourages ownership and holds itself to high standards. We invest in people who are curious, thoughtful and adaptable, whether they are launching new products, reporting on global events or harnessing emerging technologies such as AI to improve how we work. Here, fresh thinking is taken seriously, ambition is matched by integrity, and great work is recognised. Working across disciplines, geographies and perspectives, we are united by a commitment to innovation, excellence and creating meaningful impact. EuroFinance (part of Economist Impact Events) is seeking a Customer Services & Registration Lead to oversee the end-to-end delegate registration and customer service experience across our global events portfolio. You will be responsible for building and managing event registration platforms, delivering exceptional customer service to delegates, sponsors, speakers and VIPs, and ensuring a seamless experience from event launch through to onsite delivery and post-event reporting. This role requires a highly organised individual who is comfortable managing multiple priorities, working with event technology platforms, and building strong relationships with both internal and external stakeholders. Key Responsibilities Registration Management Create and manage events in Cvent using existing templates. Build and maintain registration forms, ticket types, session selections and attendee journeys. Configure pricing structures including discounts, promotional codes and early-bird deadlines. Set up and test automated communications, including confirmation emails and registration reminders. Ensure all registration sites are fully tested across desktop and mobile devices before launch. Manage registration approvals in accordance with EuroFinance guidelines. Maintain accurate attendee records and ensure data quality across all systems. Support visa application requests where required. Customer Service & Delegate Management Provide exceptional customer service across all communication channels. Manage delegate enquiries and inboxes, responding promptly and professionally. Assist attendees experiencing registration or payment issues. Process attendee updates, cancellations, transfers and refunds. Handle delegate payments, invoice requests and revenue collection activities. Maintain strong relationships with sponsors, exhibitors, speakers and VIP attendees. Deliver a high-touch, white-glove experience for key stakeholders throughout the event lifecycle. Event Delivery & Onsite Support Support the successful onsite delivery of events in the UK and internationally. Set up and test registration equipment and event technology platforms. Manage registration desks and attendee check-in processes. Handle onsite registrations, payments and attendee queries. Work closely with event teams to ensure a seamless delegate experience. Reporting & Analysis Monitor registration performance and provide regular updates to project teams. Produce registration, attendance, revenue and payment reports. Create and customise reports and dashboards in Cvent and Excel. Track cancellations, refunds and outstanding payments. Support post-event reporting and reconciliation activities. Team Support & Process Improvement Assist with onboarding and training new team members. Share best practices and support continuous improvement within the customer services function. Identify opportunities to improve processes, efficiencies and customer experience. Deputise for the Head of Customer Services when required. Skills & Experience Essential Experience in customer service, event operations, registration management or hospitality. Strong organisational skills and attention to detail. Excellent written and verbal communication skills. Ability to manage multiple projects simultaneously in a fast-paced environment. Intermediate Excel skills, including sorting, filtering and reporting. Experience working with databases or CRM platforms such as Salesforce. Willingness to travel and work onsite at events throughout the year. Ability to work from our London office three days per week. Desirable Experience using Cvent, Bizzabo, Eventbrite or similar event registration platforms. Experience configuring registration paths, pricing rules and attendee communications. Familiarity with event reporting, invoicing and payment processing. Experience working with integrations between event platforms, CRM systems and payment providers. Previous experience leading or mentoring team members. #LI-Hybrid Working Arrangements The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required. AI usage for your application We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications. What we offer Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program. We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home. You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.