Job Description Fusion Trainer

Job Title: Head of Client Service & Retention Reporting To: MD Division: IHC, Informa Business Information Start Date: ASAP Location: IBI Head Office, London JOB PURPOSE

In this role you will be expected to:

 Manage and develop IHC’s Retention team (non-Key Accounts)  Manage and develop the Division’s Client Service offering to ensure that it is world class and ahead of the competition  Recruit, coach and manage your team to the required headcount and create the right environment, atmosphere and culture in which to succeed  Meet all expected Retention KPIs  Measure and track the required KPIs and ensure your team’s client facing activity beats standards and expectations  Motivate, challenge and inspire your team to improve their knowledge, habits and skills  Contribute fully to the objectives of your Division and achieve the personal objectives set by your manager

Result area Key responsibilities & activities  Manage and support the team in all Client Service/Retention activities  Coach and mentor Retention/Client Services Executives on a day to day basis Team Leadership  Create and deliver a coaching plan and roadmap for new starters and Responsibilities existing staff within the team/division  Communicate a vision for each team member’s career and work to achieve objectives and develop their skills required for progression.  Capture and feedback client requirements into the business representing the voice of the user on all divisional developments Personal Selling  Continually review and change when necessary the activities of the Responsibilities Retention/ Client Services team  Align the priorities of the team to the needs of the division  Record key activity metrics such as KPIs, client feedback, call rates, etc. Drive, measure  Feedback to the business client expectations, frustrations and and track client testimonials that will help to improve client experience with our products. facing activity  Ensure that all activities with clients are logged in the relevant CRM system. Continual Client  Develop an understanding of our users and their needs. and Product  Keep up to date with latest industry developments and use that Knowledge knowledge to improve the quality of the service you offer Improvement  Understand what other comparative products and services our customers are using, and what their perceptions are of value and service in comparison to our own. SKILLS & COMPETENCIES

 A background in Customer Relationship Management/Retention Selling  A self-starter with a commercial focus  Ability to articulate complex solutions in a simple and coherent manner  Strong inter-personal and communication skills  The ability to influence and implement change  Outgoing, confident and engaging  Self-critical and able to take on board advice and constructive criticism  Comfortable in challenging the status quo and driving change  Presentation Skills

PREFFERED KNOWLEDGE & EXPERIENCE

 Significant experience in B2B Client Relationship Management, with a proven track record  Some commercial exposure  Product and industry knowledge  Experience using online application sharing software e.g. Webex, Lync  Experience of operating Salesforce.com and/or InFront (for internal applicants)  Detailed knowledge of Microsoft Office applications