QUALIFICATIONS

• 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.
• 1-3 years’ experience in a product delivery, fulfilment or customer success role desirable but not essential.
• Knowledge of data operations and/or platforms a plus.
• Experience with MS Excel

THIS ROLE IS BASE IN OUR LONDON OFFICE.

Lead Insights is the Informa in-house data platform that delivers leads to our event and digital sponsors and exhibitors. It is one of the key commercial strategies for the business in 2025 and the success of the product relies on the fast, accurate delivery of thousands of customer dashboards across over 130 events. In this role you will work closely with event and digital delivery teams, sales teams, and customers to ensure smooth fulfilment. The ideal candidate would be a great communicator with excellent attention to detail and organisational skills.

PRIMARY RESPONSIBILITIES

Product Delivery

• Work with event teams to manage the delivery of client dashboards in a timely, efficient manner.
• Project manage delivery for each event, following the clearly defined process.
• Support customers and sales and delivery teams onsite at events.
• Track and manage the data flow from a number of different sources and platforms to the final product, ensuring completeness, accuracy and speed.
• Work closely with the product data team to identify issues impacting data accuracy and efficiency – then collaborate with event teams to improve process.
• Identify and execute solutions (permanent and temporary) to clear obstacles toward meeting client expectations.
• Help drive optimisations in the process, making recommendations to senior stakeholders and the wider teams.

Customer Success

• Engage with customers via email and conference calls, and onsite at events to address inquiries and gather feedback.
• Create collateral and training materials, and lead training sessions for customers to maximise the commercial value of the product and ensure the success.
• Resolve client access issues or general customer service support required for the product.

Internal Success

• Act as a point of contact within the business for the product and handle discussions and questions confidently.
• Create collateral and training materials, and lead training sessions for sales and delivery teams to support understanding and ensure the success of the product.
• Advocate for the product to ensure the business is both knowledgeable and excited by it.
• Track success through key metrics and understand the impact of process changes on those metrics.