EuroFinance Client Services Lead

EuroFinance (part of Economist Impact Events) is seeking a Customer Services & Registration Lead to oversee the end-to-end delegate registration and customer service experience across our global events portfolio.

You will be responsible for building and managing event registration platforms, delivering exceptional customer service to delegates, sponsors, speakers and VIPs, and ensuring a seamless experience from event launch through to onsite delivery and post-event reporting.

This role requires a highly organised individual who is comfortable managing multiple priorities, working with event technology platforms, and building strong relationships with both internal and external stakeholders.

Key Responsibilities

Registration Management

• Create and manage events in Cvent using existing templates.
• Build and maintain registration forms, ticket types, session selections and attendee journeys.
• Configure pricing structures including discounts, promotional codes and early-bird deadlines.
• Set up and test automated communications, including confirmation emails and registration reminders.
• Ensure all registration sites are fully tested across desktop and mobile devices before launch.
• Manage registration approvals in accordance with EuroFinance guidelines.
• Maintain accurate attendee records and ensure data quality across all systems.
• Support visa application requests where required.

Customer Service & Delegate Management

• Provide exceptional customer service across all communication channels.
• Manage delegate enquiries and inboxes, responding promptly and professionally.
• Assist attendees experiencing registration or payment issues.
• Process attendee updates, cancellations, transfers and refunds.
• Handle delegate payments, invoice requests and revenue collection activities.
• Maintain strong relationships with sponsors, exhibitors, speakers and VIP attendees.
• Deliver a high-touch, white-glove experience for key stakeholders throughout the event lifecycle.

Event Delivery & Onsite Support

• Support the successful onsite delivery of events in the UK and internationally.
• Set up and test registration equipment and event technology platforms.
• Manage registration desks and attendee check-in processes.
• Handle onsite registrations, payments and attendee queries.
• Work closely with event teams to ensure a seamless delegate experience.

Reporting & Analysis

• Monitor registration performance and provide regular updates to project teams.
• Produce registration, attendance, revenue and payment reports.
• Create and customise reports and dashboards in Cvent and Excel.
• Track cancellations, refunds and outstanding payments.
• Support post-event reporting and reconciliation activities.

Team Support & Process Improvement

• Assist with onboarding and training new team members.
• Share best practices and support continuous improvement within the customer services function.
• Identify opportunities to improve processes, efficiencies and customer experience.
• Deputise for the Head of Customer Services when required.

Skills & Experience

Essential

• Experience in customer service, event operations, registration management or hospitality.
• Strong organisational skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to manage multiple projects simultaneously in a fast-paced environment.
• Intermediate Excel skills, including sorting, filtering and reporting.
• Experience working with databases or CRM platforms such as Salesforce.
• Willingness to travel and work onsite at events throughout the year.
• Ability to work from our London office three days per week.

Desirable

• Experience using Cvent, Bizzabo, Eventbrite or similar event registration platforms.
• Experience configuring registration paths, pricing rules and attendee communications.
• Familiarity with event reporting, invoicing and payment processing.
• Experience working with integrations between event platforms, CRM systems and payment providers.
• Previous experience leading or mentoring team members.

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