We're looking for a CX Operations Coordinator to join our team in London as part of our Client Services function working cross brand across our flagship events Cannes Lions Festival of Creativity and Money20/20.
Your Role: You will be responsible for supporting the Head of CX Operations with the conceptualization and delivery of the First Timers programme. This programme is a group of initiatives designed to elevate the customer experience of attendees joining our events for the first time - everything from managing and replying to inbound queries, copywriting FAQs and comms to collecting feedback and researching new ideas for future programmes.
We are looking for someone that is creative and has a passion to exceed customer expectations and should be excited at the prospect of travelling to the events. This role will be a hybrid of working from home and in our office based in Central London.
This role offers the opportunity to travel to the events to assist with the sessions and meetups for first timers.
Key Responsibilities
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To deliver a first-class experience to all first time Attendees from the first point of contact onwards and to meet a 1 working day SLA across all customer service touch points including emails, calls, live chats.
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Travelling overseas is required. You may be required to travel to the following events each year; Cannes Lions, France in June. Money20/20 Europe, Amsterdam in June. Money20/20 USA, Las Vegas in October.
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Support the operational and administrative delivery of the existing first timers programme including pre-event comms and FAQs as well as onsite tours and organised meetups.
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Attend weekly meetings with the Head of CX Operations and the Event Director to share regular updates on customer sentiment and feedback.
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To research and bring in new ideas to support our customers in planning for their trip as well as initiatives onsite to surprise and delight.
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To collect feedback from surveys and customers and present back key findings.
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To support elevating the online customer experience. This could include copywriting and contributing to customer comms and dedicated web pages for FAQs.
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To assist with creating, maintaining and updating attendee pass registration records in Salesforce with the latest attendee information.
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Our events attract attendees worldwide and you will work closely with an international team, you must be an advocate and ally for diversity, equality and inclusion.
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In quieter periods, you will support Customer Service for additional events and digital products.
Your Experience
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Must have experience in a customer facing or administrative support role.
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Self-motivated, accountable and sets own goals.
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You should be innovative and creative and passionate about exceeding customer expectations.
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Experience using G-Suite Tools, Livechat platforms and Salesforce or other CRM Tools is an advantage but not mandatory (we provide training on all internal systems).
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A team player who is not afraid to work long hours when necessary to get the job done.
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Strong attention to detail.
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Excellent oral and written communication skills, including proofreading; a great communicator – with colleagues and customers alike.
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Since this role supports across different time zones, alternative work hours may occasionally be required, as necessary.
If you don't meet every single requirement, we'd still encourage you to apply. At LIONS, we are committed to creating a diverse, inclusive and authentic workplace, so if you are excited about this role we would still like you to apply.
Who are LIONS?
The LIONS brand is probably most synonymous with Cannes Lions, The International Festival of Creativity, the definitive meeting place for the global creative communications and advertising community. It’s five days of inspiration, aspiration, unlimited magic and potential. The Festival has been championing creative excellence since 1954 with the goal of providing a global destination and the definitive benchmark for creativity that drives progress.
LIONS is going through an exciting time as it’s recently repositioned as The Home of Creativity, supporting those in the business of creativity at every step of their journeys with an extended portfolio of new advisory, learning and intelligence services. Our purpose is to drive progress through creativity for an incredibly diverse and talented global creative community.
You will join a team of change makers. The team’s purpose is to champion change to create the most powerful global creative community and drive growth for the brand.
LIONS is an Ascential company. Ascential delivers specialist information, analytics and ecommerce optimisation platforms to the world's leading consumer brands and their ecosystems. We help our customers to make smart decisions that improve performance now, and in the future.
With more than 3,00 employees across five continents, we combine local expertise with a global footprint for clients in over 120 countries. We are listed on the London Stock Exchange.
Who is Money20/20?
Money20/20 is the world’s leading premium content, sales and networking platform for the global money ecosystem.
From in depth analytics to inspirational speakers, our world-class insight and networking opportunities help our customers stay ahead – powering strategies and switching mindsets.
The future promises a faster, smoother, more connected money ecosystem. Money20/20 promises the clearest, sharpest vision of what’s next.
Why choose us?
At Ascential, diversity, equity and inclusion is core to us. We’re a company built around our people - and we’re committed to supporting each and every one of them to be the best they can be. We love having a diverse team of people who bring new ideas and different strengths and perspectives to Ascential. Our employee-led groups and networks, Ascential Pride, Black in Business and EmPower: An Ascential Women's Initiative, Shalom Ascential and Latinx, help us to create a place where communities and allies can connect and share experiences.
We are committed to supporting the environment and sustainability, including ensuring our pension plan defaults to sustainable options and striving to be net zero by 2030.
Recognising great performance is a key part of our culture. Our Awards schemes recognise and reward the brilliant achievements of our people.
We have a truly flexible working environment with a wide range of flexible, hybrid and agile-working arrangements. Conversations about flexible working have always been - and will continue to be - actively encouraged here.
Our benefits and wellbeing package offers flexible benefits you can tailor to your own personal needs, including:
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25 days of holiday per year - with an option to buy/ sell upto 5 days
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Pension, Life Assurance and Income Protection
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Flexible benefits platform with options including Private Medical, Dental Insurance, Critical Illness and the Ascential Shares Scheme
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Employee assistance programme, season ticket loans and cycle to work scheme
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Volunteering opportunities and charitable giving options
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Great learning and development opportunities.
We want to ensure everyone has the opportunity to perform their best when interviewing, so if you require any reasonable adjustments that would make you more comfortable during the process, please let us know so that we can do our best to support you.
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