At a Glance
- Tasks: Lead a dynamic team to ensure top-notch sponsor experiences at events.
- Company: Join a leading global company committed to excellence and inclusivity.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Be part of a diverse team that values innovation and collaboration.
- Why this job: Make a real impact by enhancing client satisfaction and driving event success.
- Qualifications: 7+ years in client services or event management with strong leadership skills.
The predicted salary is between 60000 - 80000 £ per year.
The head of Client Services is a senior member of the Events team, responsible for ensuring operational excellence in sponsor and partner delivery across the event portfolio. Reporting to the Client Services Director, this role leads the Client Services team and is accountable for executing the agreed Sponsor Experience framework to the highest standards. The role owns the sponsor relationship from post sale handover through delivery and post event follow up, ensuring seamless execution, strong satisfaction and renewal readiness.
Key Responsibilities
- Lead, mentor and manage a team of Client Service Managers
- Ensure seamless handover from Commercial Sales into Client Services
- Oversee delivery of all sponsor benefits on time and in full
- Maintain adherence to service standards, SLAs and KPIs
- Act as escalation point for sponsor issues, complaints and delivery challenges
- Ensure accurate tracking of sponsor deliverables and contractual commitments
- Partner with event teams to deliver exceptional on site experiences for clients
- Identify upsell opportunities and support Commercial with renewal positioning
- Ensure post event reporting is delivered accurately and on time
- Maintain compliance with GDPR and communication standards
Success Measures
- On time, in full delivery of sponsor benefits
- SLA adherence across portfolios
- Portfolio level retention performance
- Sponsor satisfaction scores
- Reduced escalations and service related issues
Requirements
- 7+ years' experience in client services, sponsorship or event account management
- Proven experience leading and developing a team
- Strong operational and organisational capability
- Commercial awareness and understanding of retention dynamics
- Excellent stakeholder management skills
- Calm, structured and solutions focused under pressure
- Ability to confidently showcase on site excellence at events
- Experience with Salesforce, Pardot, Bizzabo, and Swapcard preferred
Head of Client Services (Events) employer: S&P Global Inc.
At S&P Global, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As the Head of Client Services (Events), you will lead a talented team in a role that not only values your expertise but also provides ample opportunities for professional growth and development. Located in a vibrant environment, our commitment to employee satisfaction and diversity ensures that you will thrive while delivering outstanding experiences for our sponsors and partners.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Services (Events)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at S&P Global Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like S&P Global Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Client Services (Events)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to S&P Global Inc.:Your cover letter is your chance to shine! Tell us why you want to work at S&P Global Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at S&P Global Inc.!
How to prepare for a job interview at S&P Global Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
