Customer Service Manager - Europe

Informa Markets, a division within Informa, creates global platforms for industries to trade, innovate and grow. We organise over 450 large-scale branded and transaction-led events in over a dozen specialist markets. These are typically not-to-be-missed live and on-demand B2B events where industries convene and people gather to do business. We also provide data and digital content, as well as year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads.

This role is based in our 240 Blackfriars office. We’re looking for a dynamic and experienced Customer Service Manager - Europe to lead and oversee Customer Service operations for our Exhibitions across three key regions: London, Amsterdam, and Istanbul. This role is central to delivering exceptional experiences for our Exhibitors, Attendees, and Stakeholders while ensuring operational efficiency and consistency across all regions. As the primary point of contact for Customer Service in these regions, you’ll drive service excellence, implement quality standards, and support strategies to enhance customer satisfaction and loyalty. If you’re passionate about creating outstanding customer experiences and thrive in a fast-paced, international environment, this could be the perfect role for you.

Key Responsibilities

• Customer Service Leadership
  • Lead and manage Customer Service teams across London, Amsterdam, and Istanbul, ensuring alignment with organizational goals and EMEA-wide standards.
  • Act as the primary point of contact for stakeholder relationships within these regions.
  • Deliver exceptional customer service to all customer types, including personalized and tailored support.
  • Oversee data management, reporting, and communication plans to ensure seamless operations.
  • Provide technical support for digital tools and gather actionable customer insights.
  • Develop and implement customer service policies, procedures, and best practices.
  • Ensure timely and effective resolution of escalations, complaints, and issues to maintain high satisfaction levels.
  • Support ad-hoc tasks and projects as directed by the Head of Customer Service - IEMEA.
• Team Leadership and Development
  • Recruit, manage, and mentor Customer Service staff across the three regions, fostering a culture of excellence and high standards.
  • Conduct regular team meetings and training sessions to ensure consistent service delivery.
  • Set clear performance goals, provide feedback, and conduct performance reviews to support team growth and development.
• Operational Coordination
  • Collaborate with regional Exhibition teams to integrate Customer Service operations into event planning and execution.
  • Work closely with the contact center services team to ensure service levels and contact standards are consistently met.
• Customer Experience Enhancement
  • Analyze customer feedback and survey data to identify trends and areas for improvement.
  • Proactively address potential issues and implement preventative measures to ensure smooth operations.
• Reporting and Analysis
  • Monitor and evaluate Customer Service performance metrics, identifying areas for improvement and implementing solutions.

Qualifications

• Proven experience in a mid to senior-level Customer Service role, ideally within the B2B events industry.
• Strong leadership and team management skills, with the ability to inspire and develop staff across multiple regions.
• Excellent communication and interpersonal skills, with fluency in English (additional European languages are a plus).
• The ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Strong problem-solving and decision-making skills, with a customer-centric approach.
• Familiarity with customer service tools, CRM systems, and data analysis (knowledge of Salesforce and Creovai platforms is a plus).
• Experience in budget management and process improvement.
• Proficiency in presentations and stakeholder engagement.
• Willingness to travel regularly within EMEA and beyond.
• Personable, proactive, and confident in leadership.

Travel and On-Site Requirements: This position requires attendance at some events as well as regular visits to the regional offices you support. Travel is often required within the UK and Europe, possibly with an element of occasional international travel depending on event requirements. The frequency and length of expected travel will vary, with a requirement of work travel to be around 20% across the year. This position also requires you to work outside of office hours and on weekends when on-site.

Why Join Us? This is an exciting opportunity for an experienced and proactive Customer Service professional to make a real impact in a fast-paced, international setting. You’ll play a key role in shaping exceptional customer experiences within the events industry while leading a talented team across multiple regions. If you’re ready to take on this challenge and bring your expertise to a global stage, we’d love to hear from you!

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.

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. See how Informa handles your personal data when you apply for a job here.