Cx Operations Coordinator Jobs

We're looking for a CX Operations Coordinator to join our team in New York as part of our Client Services function.

We are looking for a Customer Experience Operations Coordinator to support to join our team in New York as part of the CX Operations Department, delivering Money20/20 USA and supporting our additional shows in Europe and Asia.

As CX Operations Coordinator you will be the first point of contact for our attendees and you will be responsible for delivering a premium customer service, ensuring all queries are answered swiftly, informatively and politely as well as ensuring all delegate registrations are processed accurately and efficiently. This role offers the opportunity to travel to Money20/20 USA in Las Vegas to assist with the onsite delivery of badge collection.

We are looking for someone who has customer service experience and is accustomed tp dealing with high volumes of inbound emails and calls. This person should have a passion to exceed customer expectations and should be excited at the prospect of joining us in Las Vegas to run the badge collection desks. There may be additional opportunities to travel to selected events. This role will be a hybrid of working from home and working in our office based in New York for 1-2 days a week.

Key Responsibilities

• Attend weekly/daily Sales meetings with CX Operations Manager to share important updates and answer booking and plan your trip related questions.
• To deliver a first-class experience to all attendees from the first point of contact onwards and to meet a 1 working day SLA across all customer service touch points including emails, calls, live chats.
• This role will specialize in troubleshooting queries with the aim to answer queries in real time where possible for our US based clients.
• You are an advocate and ally for diversity, equity and inclusion
• To be customer facing and manage the badge collection desks at Money20/20. This role will involve printing and organizing badges and taking payments. You will need to be available to travel to Money20/20 USA each year and you may be required to travel to Money20/20 Europe. In 2023 the dates will be 6 - 8 June 2023 for Money20/20 Europe in Amsterdam and 22 - 25 October 2023 for Money20/20 USA in Las Vegas.
• You are a connector, working hard to ensure people and projects are not inadvertently siloed or silenced
• To support elevating the online customer experience. This could include contributing to customer comms and dedicated web pages for FAQs.
• Our events attract attendees worldwide and you will work closely with an international team, you must be an advocate and ally for diversity, equality, and inclusion.
• In quieter periods, you will support Customer Service for additional events and digital products including LIONS and Money20/20 Europe & Asia (launching in 2024).
• Organize and pre-print passes, and coordinate passes being collected onsite.
• To share regular updates with CX Operations Manager on customer sentiment and feedback from the customer service inbox, live chat, and phone line.
• To assist with creating, maintaining, and updating attendee pass registration records in Salesforce with the latest attendee information.

This list is not exhaustive and there may be other activities you are required to deliver.

Your Experience

• A team player who is not afraid to work long hours when necessary to get the job done.
• Since this role supports across different time zones, alternative work hours may occasionally be required, as necessary.
• Experience using G-Suite Tools, Livechat platforms and Salesforce or other CRM Tools is an advantage but not mandatory (we provide training on all internal systems).
• Ideally someone with experience in a customer facing or administrative support role.
• Excellent oral and written communication skills, including proofreading; a great communicator – with colleagues and customers alike.
• Strong attention to detail.
• Willingness to travel abroad to selected events.
• You should be passionate about exceeding customer expectations.

If you don't meet every single requirement, we'd still encourage you to apply. At Money20/20, we are committed to creating a diverse, inclusive and authentic workplace, so if you are excited about this role we would still like you to apply.

Who are we?

Money20/20 is the world’s leading premium content, sales and networking platform for the global money ecosystem.

From in depth analytics to inspirational speakers, our world-class insight and networking opportunities help our customers stay ahead – powering strategies and switching mindsets.

The future promises a faster, smoother, more connected money ecosystem. Money20/20 promises the clearest, sharpest vision of what’s next.

Money20/20 is an Ascential company. Ascential delivers specialist information, analytics and ecommerce optimisation platforms to the world's leading consumer brands and their ecosystems. We help our customers to make smart decisions that improve performance now, and in the future.

With more than 3,000 employees across five continents, we combine local expertise with a global footprint for clients in over 120 countries. We are listed on the London Stock Exchange.

Why choose us?

At Ascential, diversity, equity and inclusion is core to us. We’re a company built around our people - and we’re committed to supporting each and every one of them to be the best they can be. We love having a diverse team of people who bring new ideas and different strengths and perspectives to Ascential.

Our employee-led groups and networks, Ascential Pride, Black in Business and EmPower: An Ascential Women's Initiative, Shalom Ascential and Latinx, help us to create a place where communities and allies can connect and share experiences. We are proud to have been recognised as a best performer in the FTSE Women Leaders Review for six consecutive years, listed in the Bloomberg Gender Equality Index and ranked in the top 1500 companies on Sustainalytics.

We are committed to supporting the environment and sustainability, including ensuring our pension plan defaults to sustainable options and striving to be net zero by 2030.

Recognising great performance is a key part of our culture. Our Awards schemes recognise and reward the brilliant achievements of our people.

We have a truly flexible working environment with a wide range of flexible, hybrid and agile-working arrangements. Conversations about flexible working have always been - and will continue to be - actively encouraged here.

Our benefits and wellbeing package offers flexible benefits you can tailor to your own personal needs, including:

• Option to opt into the Ascential Shares Scheme
• 401K – Saving Incentive plan
• Employee assistance programme, Vision benefits, Volunteering and Commuters benefits
• Life Assurance and Disability insurance as well as Medical and Dental Insurance plans
• 15 days of holiday per year and an extra day for each year of service up to 20 days
• Great learning and development opportunities
• Flexible Spending Accounts

We want to ensure everyone has the opportunity to perform their best when interviewing, so if you require any reasonable adjustments that would make you more comfortable during the process, please let us know so that we can do our best to support you.

If we inspire you, why not join and inspire us?

Find out more on what our People say

Ascential anticipates in good faith that the position shall be compensated at a base salary no lower than the posted minimum and no higher than the posted maximum. Each candidate's actual salary will be a function of the candidate’s qualifications, the locally competitive market rate and will be consistent with Ascential's internal approach to base salary compensation.