Account Coordinator, Group Services

Informa Festivals marks an exciting new chapter in B2B events, bringing some of the world's most influential creative, technology and business festivals together. We’re combining prestigious events like Cannes Lions, Black Hat, Money
20/20, GDC, and London Tech Week with cutting‑edge marketing intelligence platforms and advisory services to deliver unmissable experiences and insights.

Our festival‑led approach reimagines traditional B2B events, creating powerful, immersive experiences that drive innovation and industry advancement. Building on decades of expertise and powered by Informa’s international reach, we’re shaping the next generation of business festivals.

We’re part of Informa, a FTSE 100 member recognised as one of Britain’s Most Admired Companies, with trusted brands in specialist markets across 30+ countries.

This role is based in our 5 Howick Place, London office.

Reports to: Partner/Specialist Client Services

Role overview

Client relationships and providing excellent service is our top priority. We’re looking for a dedicated, experienced and personable VIP Services coordinator to assist in the operation and customer communication for our Gold Plus and Group Services proposition.

Our ideal candidate will have a passion for helping others and a drive to provide exceptional customer service. Applicants should also be comfortable working with MS Suite, specifically sheets, audits, and other organizational software. If this sounds like you, apply today and help us build meaningful, long‑lasting relationships that move our business forward!

Key accountabilities

• Be comfortable assisting in the management of ongoing high‑profile client relationships effectively to drive high client retention, loyalty, and satisfaction for Gold Plus delegates and group bookings.
• Provide continuous support, manage inboxes and SLAs.
• Support customers in maximising the value of our services with advanced knowledge of products – articulate benefits, provide training and introduction to new releases and events.
• Be creatively proactive with clients and demonstrate an understanding of their needs – arrange regular catch‑ups over the phone/email/video calls with our group clients.
• Maximise revenue growth of our customer base through product engagement, renewal, upgrade, upsell, cross‑sell.
• Assist the VIP Group Services Account Manager to organise and coordinate operational delivery for Group Booking delegates onsite.
• Maintain accurate, up‑to‑date reporting of customer data and numbers using available tools – Salesforce, MA Suite, etc.
• Continually create or refine processes and internal documentation according to changes in business requirements.
• Develop a thorough understanding of our products and services to better meet our client needs in upsell, cross‑sell to clients.
• Be present at our festival to support our clients through the festival duration.

• Experience in account and customer service essential.
• A complete focus on delivering exquisite customer service.
• Great communication skills necessary.
• Strong written and verbal communication skills.
• Great attention to detail and organizational skills.
• Proficiency with common customer success and customer relationship management software, such as Salesforce welcome.

We believe that great things happen when people connect face‑to‑face. That’s why we work in‑person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say

Our benefits include:

• Great community: a welcoming culture with in‑person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks.
• Broader impact: take up to four days per year to volunteer, with charity match funding available too.
• Career opportunity: the…