At Oxford Global, our passion is driving innovation, expertise, and partnership within the life sciences industry. We are on a mission to empower professionals to accelerate research and achieve impactful results through cutting-edge, curated events, industry insights, and educational resources. Join us in shaping the future of the life sciences industry.
We are looking for an experienced Head of Customer Success to join our Customer Success team and lead the planning, execution and continuous improvement of strategic customer programmes, ensuring attendees, VIPs and stakeholders achieve maximum value from participation. Working closely with the Operations Director, you will be responsible for the leadership and line management of the operational Customer Success team, driving high performance and excellence in execution. You will also play a key role in identifying, developing, and implementing projects and process improvements that enhance the effectiveness and long-term success of the department.
Role Responsibilities:
Meetings Programme Ownership
- Own the pre-scheduled event meetings programme strategy and execution for the business.
- Define matching criteria and qualification processes for meeting participants.
- Oversee all scheduling, participation/acceptance rates and meetings programme performance.
- Lead proactive participant recruitment and engagement through outbound calling, email and social media channels.
- Manage the meetings platform, including scheduling and troubleshooting.
- Build rapport with prospective and existing participants, clearly communicate programme value and benefits and convert interest into confirmed participation.
- Follow up consistently with participants to maximise engagement and meeting acceptance rates.
- Manage multiple data sets and trackers to ensure targets are on track and troubleshoot if required.
- Liaise directly with high value clients to communicate meetings fulfilment and provide support and assistance ahead of and during event.
- Manage the onsite meeting programme delivery – provide assistance to meeting participants and coordinate programme changes where needed.
- Analyse meeting outcomes and recommend improvements to senior leadership team.
VIP & Hosted Programmes
- Develop and manage VIP and hosted attendee programmes, by defining qualification criteria and recruitment strategies.
- Oversee delegate communications and engagement – achieve participation targets for multiple concurrent campaigns.
- Manage VIP benefits and programme delivery, providing excellent customer service and support.
- Report on programme performance and propose new initiatives to increase engagement.
Community Programmes
- Improve attendee engagement throughout the event lifecycle, by conducting high-volume outbound calls to recruit potential conference delegates.
- Identify opportunities to increase participation and satisfaction by working closely with our Marketing team.
- Develop customer success processes and best practices in line with our business goals.
- Act as escalation point for any programme-related customer issues.
Team Leadership
- Manage and develop the Customer Success Executive and Marketing Operations Executive.
- Allocate workloads and set priorities, and multi-task between several active event campaigns.
- Establish service standards and ensure reporting team is following set operational processes.
Skills and Experience:
Essential:
- A customer-centred attitude, with 5+ years of proven Customer Service experience, and 2+ years experience of managing people or leading teams/projects
- Excellent verbal/written communication skills, including a strong telephone manner
- Extremely organised, adaptable and resilient. A proactive and versatile working approach, with the ability to move between different projects with ease
- Confident and persuasive telephone manner, with the ability to build rapport quickly with senior decision-makers and busy professionals
- Experienced in leading a team - including day to day responsibilities, performance management, and providing comprehensive support and guidance to team members
- Comfortable travelling for work as needed (national & international travel required)
Desirable:
- Direct experience in hosted buyer or pre-scheduled meetings programmes
- Experience of working on site at Events, Exhibitions, and Trade Shows
More about the role:
- Salary: £40,000 - £45,000 per annum plus commission
- Location: All our roles are hybrid (a mix of remote and in office). Our offices are located on the Botley road in Oxford, with shops/restaurants within walking distance and easy access into Oxford City Centre.
- Job Type: Full time (37.5 hours a week)
Top perks:
As part of the team at OG, you’ll enjoy:
- Flexible/home/remote working – Flexible working and 2 days remote working a week (after induction/on-boarding)
- Holidays – Increment of holiday from 24 days up to 28 days per annum plus bank holidays
- One day of paid Birthday leave (on successful completion of probation)
- Travel Schemes - Save on the purchase of a new bike or electric car, Public Transport Loan Scheme
- Healthcare – 10 days full pay sick leave (additional 5 discretionary), reimbursement of eye tests, free flu jabs
- Enhanced company maternity & paternity pay (eligibility based on length of service)
- Wellness Programme – Company Employee Assistance Programme (EAP), wellness projects and other initiatives
Plus: Frequent social activities, free on-site parking, free office food & drink, training