Operations coordinator

Company Description

We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100.

Our purpose is to connect our customers to information and people that help them know more, do more and be more. No other company in the world helps more people share professional knowledge or make business connections.

We run around 800 events each year, create digital platforms based on engaging news and information content, and operate professional development programmes for individuals and businesses.

This role is based in our 605 NY Office.

The role of Operations Coordinator sits within Information Management Network (IMN), within Global Finance division of Informa Connect USA LLC. IMN is a global organizer of institutional finance conferences. We are looking for a full-time Operations Coordinator to join our team.

As an Operations Coordinator, you will be responsible for managing the logistical needs of different events predominately across the US. This will entail the handling of speaker and sponsor communications, processing administrative and customer service needs, curating and ordering signage, and managing the registration and logistics on‑site.

• Act as a customer advocate, collaborating with internal teams across sales, production, operations, and marketing to ensure client needs are prioritized and a seamless, exceptional experience is delivered.
• Utilize their skills in key account management, product management, and stakeholder engagement to influence decision‑makers and drive strategic initiatives within customer organizations.
• Work closely with the sales team to monitor client’s event experience and share findings from client interactions, including but not limited to relaying new firm knowledge and potential expansion opportunities to ensure customer growth.
• Serve as the main point of contact for customers post‑purchase, addressing inquiries, troubleshooting issues, and providing product support as needed.
• Foster customer success and retention by developing strong relationships and gaining a deep understanding of customers’ organizations, goals, and needs.
• Manage email support inquiries, work closely with internal teams to resolve technical issues, and elevate customer health concerns to Customer Success leadership for timely intervention.
• Guide customers through the initial setup and product adoption process, ensuring they are equipped with the tools and knowledge to succeed.
• Maintain and update event websites by ensuring that speaker, sponsor, and event details are current, leveraging automated systems, content management tools, and manual entry processes to reflect real‑time changes.
• Serve as the main point of contact onsite for delegates and clients, addressing and resolving app‑related issues promptly to ensure a smooth event experience.
• Facilitate onsite registration setup, coordinating equipment and processes for the onsite team and clients to ensure a smooth and efficient check‑in experience.

• Minimum of 1 year experience in a high volume a client facing or customer service role
• Ability to regularly travel to events in the US and internationally
• Ability to commute to New York City a minimum of 3 days a week
• Experience of working in a fast‑paced office environment
• Experience in planning and organizational skills
• Leadership qualities and self‑motivated to drive event vision in line with company goal.
• Excellent and confident communicator to both in oral and written communication
• Strong multi‑tasking and prioritization skills with the ability to work on several projects simultaneously
• Strong collaboration skills and the ability to work as part of a team

Our benefits include:

• Great community: a welcoming culture with in‑person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
• 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…