Remote Deputy Head of Delegate Services

Summary

Join the Financial Times as Deputy Head of Delegate Services, Acquisition & Customer Services at FT Live, supporting the Head of Delegate Services in leading a team and shaping sales approach for events.

Requirements

• Experience supporting Business Process Outsourcing (BPO)
• Proven experience managing staff across different time zones
• Background in delegate sales
• Familiarity with CRM systems such as Salesforce, Aventri, Pure, PeopleStage, and LinkedIn for reporting and revenue generation
• Experience delivering premium "on-the-day" experiences for high-value delegates

Responsibilities

• Support the Head of Delegate Services in building a high-performing delegate acquisition and customer services function aligned with FT Live’s Premium Experiences strategy
• Oversee delegate services operations across EMEA, US, and Asia, and provide insights into each market’s unique challenges
• Assist the Head in guiding the team towards achieving annual delegate revenue targets set by senior management
• Collaborate with FT Live departments to ensure VIP audience requirements are met, guaranteeing the right quality and quantity of attendees at each event
• Serve as the primary contact for delegates, addressing FAQs, troubleshooting, and supporting the registration and attendance processes
• Manage event guest lists accurately, ensuring GDPR/ePrivacy compliance when distributing information
• Establish and maintain clear processes across delegate services and acquisition, ensuring team-wide consistency and high standards
• Partner with the Strategic Marketing team to build targeted prospect lists that improve conversion rates
• Support team recruitment, training, and coaching to maintain and uphold service standards
• Ensure the team maximises the use of CRM systems (e.g., Salesforce) to record activities accurately and keep pipelines current
• Assist in generating regular sales reports, forecasts, and budgets in line with established KPIs
• Act as a secondary critical issue point for customer complaints, ensuring prompt and effective resolution
• Maintain GDPR and ePrivacy compliance, ensuring secure handling and sharing of customer data