Registration and Customer Service Manager

We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100.

Our purpose is to connect our customers to information and people that help them know more, do more and be more. No other company in the world helps more people share professional knowledge or make business connections.

We run around 800 events each year, create digital platforms based on engaging news and information content, and operate professional development programmes for individuals and businesses.

This role can be based in our Georgia, NYC, or Chicago Office

As the Registration and Customer Service Manager, you will oversee the lifecycle and attendee-support operations for multiple North American medical-aesthetic and antiaging conferences. In this role, you will partner with cross-functional teams, driving a seamless attendee experience while meeting revenue, data-quality, and service-level goals.

Registration

• Lead the full registration cycle —from initial build to post-event closeout—managing timelines, updates, and data integrity.
• Serve as the registration system administrator: advanced reporting, pricing rules, testing, and data management.
• Design user-focused registration pages that maximize completion rates and minimize drop-off.
• Develop and track project schedules/budgets; align internal stakeholders and external vendors to hit timeline and budget targets.
• Coordinate onsite registration operations— equipment, supplies, badge printing—and supervise temporary staff to keep average check-in times within service-level targets.
• Partner with Finance and Marketing to align pricing strategy, data priorities, and automated attendee communications (confirmations, reminders, “know before you go,” etc.).
• Analyze registration data and trends to recommend real-time optimizations and future-event improvements.
• Create training manuals and FAQs and deliver registration-specific training to internal teams and onsite temps.

Customer Service

• Provide expert-level attendee support across phone, chat, and email; troubleshoot payment, refund, credential, and access issues.
• Maintain shared event inboxes to ensure timely, accurate, and brand-consistent responses.
• Monitor service metrics (response time, resolution rate, customer satisfaction), report trends, and drive continuous-improvement initiatives.
• Oversee processing of payments, refunds, and reimbursements in accordance with event policies.
• Report service trends to leadership and collaborate on customer-experience initiatives.

• Bachelor’s degree (preferred)
• 3–5 years’ experience in event registration or customer-service management
• Hands-on expertise with Stova (or similar large-scale reg platform)
• CRM and database proficiency
• Excellent written/verbal communication and cross-functional collaboration skills
• Sound analytical, problem-solving, and recommendation skills.
• Proven track record meeting tight deadlines and service-level goals

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 at LifeAt.Informa.com

Our benefits include:

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
• Time out: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world

The salary range for this role is $75,000- $83,000 based on experience.

This posting will automatically expire on 9/22/2025.                 

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

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