Work For Us

We are seeking a highly organised and motivated Customer Success Executive to join our dynamic events and training team. The ideal candidate will have great business development, communication and customer service skills. You will be part of the Commercial Team, selling delegate places to private and public sector professionals from across the UK and beyond. You will play a pivotal role in driving business growth by identifying new leads, managing inbound and outbound outreach efforts, and supporting the development of the conferences division.

The Knowledge Exchange Group produces timely conferences, public policy briefings, interactive workshops and practical training across 3 brands – Westminsterinsight.com, policyinsight.wales and holyroodinsight.com

The right candidate will have a good attitude and a desire to learn and develop within the role.

Reporting to: Commercial Director

Hours: Full time role – 35 hours per week (09:00 – 17:00)

Location: Remote with occasional office visits

Salary: £25,000 plus uncapped commission

Key Responsibilities:

• Manage incoming conference sales from initial enquiries through to booking and payment.
• Conduct outbound calls to prospective conference delegates.
• Research and identify potential leads using various tools (e.g., LinkedIn, ‘basket abandonments’, e-mail outreach, CRM, industry reports, past attendees).
• Present and explain the benefits of attending the conferences to potential clients in a clear and compelling manner.
• Work collaboratively to prepare sales materials and to create effective and compelling outbound e-mail content.
• Maintain accurate records of customer interactions and sales activities in our CRM system.
• Follow up on leads and conduct follow-up calls to nurture relationships.
• A positive attitude to provide excellent customer service and support throughout the sales process.
• Troubleshoot customer inquiries and provide solutions.
• Handle administrative tasks such as processing payments, and inputting bookings on the system.
• Collaborate with the wider sales team to develop lead nurturing strategies and increase conversion rates.
• Work closely with the marketing and production teams and feedback on customer pain points and areas of interest to develop content that attracts and engages potential leads.
• Monitor and analyse the effectiveness of lead generation campaigns, reporting on key metrics and performance.
• Stay updated on industry trends, competitor activities, and customer needs.
• Serve as the main point of contact for assigned clients, ensuring effective communication and timely responses to inquiries.
• Develop and maintain strong, long-lasting relationships with clients by understanding their business goals and needs.

Skills, Experience, and Attributes:

• Proven experience in telemarketing or sales, preferably in conferences and training setting.
• Strong commercial skills.
• Ability to build rapport and establish trust with potential customers.
• Good written and verbal communication skills, good telephone manner.
• Good attention to detail.
• Excellent interpersonal and negotiation skills.
• Strong time management skills and the ability to prioritise tasks effectively.
• Proficient in MS Office and CRM systems.
• Goal-oriented with a passion for driving results and improving conversion rates.
• Excellent interpersonal skills and a customer-centric attitude.
• Self-motivated and results-driven with the ability to work independently and within a team.
• High level of integrity and professionalism.

Benefits:

• 23 days’ annual holiday entitlement rising to 25 after 2 years continuous service and 28 days after 3 years (carry over up to 3 days)
• Bonus scheme
• Company pension scheme
• Flexible working/hybrid
• Dynamic and agile team

At the Knowledge Exchange Group, we organise public policy conferences and training across three brands – Westminster Insight, Policy Insight Wales, Holyrood Insight. The Knowledge Exchange Group delivers over 100 events per annum, both online and in-person. You’ll be marketing an exciting mix of topics. Sectors include local and central government; police and emergency services; HR and Diversity; health and social care; and skills-based online training, to name a few.

This role will provide an excellent opportunity to develop your B2B direct marketing skills, using a mix of marketing methods, such as email, social media, partnership working, digital marketing, SEO, advertising and contra deals.

Working in a lively, hybrid environment, the successful candidate will be creative, enjoy a diverse role with many tasks to juggle and will have the opportunity to work with other teams such as production, sponsorship, operations and sales.

Full training will be provided with much opportunity for growth and development in this dynamic company.

Reporting to: Head of Campaign Marketing

Hours: Full time role – 35 hours per week (09:00 – 17:00)

Location: London Bridge, office based, flexibility to work from home two days per week

Salary: £TBC

Benefits: Annual leave – 23 days annual leave plus bank holidays, rising to 25 days after 2 years and 28 days after 3 years, company pension scheme. Hybrid working. Flexi-time. Staff parties. Bonus scheme.

Job Description

To construct and deliver comprehensive marketing campaigns for approx. 4 conferences/ training courses per month, to attract paying delegates. This is to be achieved by, for example:

• Creating event marketing project plans
• Constructing and coordinating email campaigns
• Building and populating event websites
• Constructing direct mailing campaigns
• Data segmentation, targeting and list pulling
• Speaker liaison and negotiating contra deals, negotiating partnerships with associations and trade bodies
• Arranging advertising: websites, inserts, publications, and adverts in trade journals
• Advertising events through social media, newsletters, links and website promotion
• To deliver marketing campaigns within set budgets.
• To adhere to deadlines, including strategically planning timings and marketing campaigns.
• To closely monitor marketing campaigns and ROI.
• To take responsibility for an individual project if when directed; e.g., data categorisation, branding, or website projects.
• To liaise with other areas of the business, such as production, sales, and sponsorship.
• To contribute to marketing meetings, to produce analysis and reports for quarterly marketing review meetings.
• To support the Marketing Director and wider business.

Skills, Experience, and Attributes

• A university degree or equivalent.
• A year’s work experience in a B2B marketing or events-based role.
• An interest in the public sector and public policy.
• Evidence of working with data and systems.
• Excellent IT skills, including a high level of competence with Microsoft Office products, and databases.
• Copy writing skills.
• Technical aptitude, for example: design programmes such as Adobe Pro or Canva, designing templates, video editing skills, social media.
• An understanding of social media platforms from a B2B perspective.
• The ability to project manage and juggle a diverse workload. Ability to follow processes.
• Experience of working to deadlines.
• Creative and resourceful.
• A good team player: helpful, flexible and cooperative. Willing to contribute ideas to projects, and for the wider business.