Customer Success Lead in London

At Informa, no two days and no two people are the same, and you’ll find the freedom, opportunity and support of a fantastic community to make a real impact. We’re an international business that connects specialists with knowledge, helping them to learn more, know more and do more through live and on-demand events, digital and data-driven services and academic research. We are home to over 14,000 colleagues across 30 countries and are a member of the UK’s FTSE 100 group of leading public companies.

In Global Support, we provide expert guidance and hands-on support to the Informa Group and Informa's many business teams. Across tech, finance, legal, corporate development, HR, communications, operations and many other areas, we work collaboratively and flexibly to help our brands serve their customers and help the company succeed.

This role is based in our 5 Howick Place Office in London Victoria. Lead Insights is the Informa-owned analytics platform that delivers leads and insights to our event and digital sponsors and exhibitors. It is a key commercial strategy for the business as part of One Informa, with significant expansion planned across Markets, Connect and Festivals.

In this role, you will have an opportunity to build and own the customer success strategy for the product, delivering value to 50,000+ customers annually. As part of the Lead Insights Leadership Team, you will initially be responsible for developing a customer success strategy and set of tools, as well as building a small team of experts. You will then own the adoption and implementation of these best practices through a team of product delivery and customer success managers aligned throughout the business. Customer usage and engagement are the key metrics you will be measured by.

This is a chance to join a rapidly growing team from the start, delivering a product that is central to Informa strategy, with all the opportunity and visibility that brings.

• Develop a best practice set of data-led, multi-channel customer success strategies to drive value through Lead Insights.
• Identify and implement best-in-class customer success technologies and tools.
• Be a strong voice on the Lead Insights leadership team, working closely with commercial, delivery and change leads to deliver strategic outcomes.
• Build and run a small team of AI-powered specialists to support your strategies.
• Implement and uphold best practice data-led customer success methodologies and frameworks.
• Embed new strategies and processes into Product Delivery teams to implement with customers.
• Identify needs in messaging, collateral, comms and any other requirements from Product Delivery teams and work closely with Change leaders to develop solutions.
• Train and mentor Product Delivery team and wider CS event teams to oversee day-to-day CS operations.
• Provide strategic guidance to Product Delivery team in customising customer success plans and collateral for distinct brand requirements.
• Establish comprehensive customer and event team feedback mechanisms across multiple channels to ensure continuous service improvement.
• Identify KPIs to track success and drive strategy.
• Act as a champion of the product and report to senior leadership teams within divisions and One Informa.

• Extensive experience in a customer experience role.
• Experience leading a customer experience team.
• Experience working with data and developing strategies led by data.
• Experience working with industry leading tools.
• Preferably experience driving customer success strategies for a subscription style or data product.
• Confident when communicating with diverse teams, senior stakeholders and customers.
• A relationship builder who will partner with colleagues around the world.
• Highly organised and process driven with an attention to detail.
• Strong time management and prioritisation skills.
• Confident in delivering clear, valuable training sessions.

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.

Employee experience is very important to us at Informa. On top of joining a supportive, diverse and ambitious team that welcomes all types of candidates, we are also flexible with different working patterns and prioritise promotions internally. 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.
• 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 know that sometimes the 'perfect candidate' doesn’t exist, and that people can be put off applying for a job if they don’t fit all the requirements. If you’re excited about working for us and have most of the skills or experience we’re looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

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.