THE ECONOMIST GROUP
Since 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight. Across our three businesses - The Economist, Economist Enterprise and Economist Education - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries. United by a shared purpose to drive progress, we empower decision-makers to make sense of change and chart a course through an increasingly complex world. As a colleague, you will be part of a culture that values ideas, encourages ownership and holds itself to high standards. We invest in people who are curious, thoughtful and adaptable, whether they are launching new products, reporting on global events or harnessing emerging technologies such as AI to improve how we work. Here, fresh thinking is taken seriously, ambition is matched by integrity, and great work is recognised. Working across disciplines, geographies and perspectives, we are united by a commitment to innovation, excellence and creating meaningful impact. The Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world. The Customer Service Executive will support the Customer Service Manager in the day-to-day running of The Economist Customer Service provision, dealing with escalations, reporting on KPIs and Service Levels, assisting training and quality, documenting and delivering processes and providing escalation support to our third party contact centres. In this role you will be expected to: Work closely with our outsourced customer service partners to ensure our subscription service consistently exceeds customer expectations Act as the first point of contact for all aspects of customer service, addressing escalated customer service complaints and effectively communicating emergent issues Work with the Product team to ensure proactive issue management of technical problems and minimising the impact on our digital subscribers Ensure all customer facing staff have the necessary training, tools and information to efficiently manage customer queries Maintain customer service policy guidelines and process documentation Maintain all inbound and outbound customer service communications in line with brand standards and including call scripts, standard reply paragraphs and FAQs Monitor all key customer service performance indicators Assist the Customer Service Manager in reporting SLA performance, customer satisfaction and net promoter scores Support The Economist's customer feedback and query channels ensuring customer issues and requests are expedited Utilise customer feedback, comments and suggestions to proactively drive improvements to existing processes and communications Support the Customer Service Manager in managing customer service budgets and expenditure Work closely with the Customer Operations team to improve the range of subscriber e-care and self-serve options available Travel to and work with our Customer Engagement Centres as required To succeed in the role you must have: Experience working in a customer service centre or managing customer processes and communications Experience working with customer-facing technology Experience writing documents, policies or communications to an exceptionally high standard Excellent written and verbal communication skills Ideally, some knowledge of the Salesforce system Excellent interpersonal and customer service skills Detail-oriented and results focused Excellent organisational skills and an ability to handle multiple projects, meeting deadlines through effective time management Effective presentation of data using Excel and Powerpoint Working Arrangements The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required. AI usage for your application We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications. What we offer Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program. We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home. You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.
Since 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight. Across our three businesses - The Economist, Economist Enterprise and Economist Education - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries. United by a shared purpose to drive progress, we empower decision-makers to make sense of change and chart a course through an increasingly complex world. As a colleague, you will be part of a culture that values ideas, encourages ownership and holds itself to high standards. We invest in people who are curious, thoughtful and adaptable, whether they are launching new products, reporting on global events or harnessing emerging technologies such as AI to improve how we work. Here, fresh thinking is taken seriously, ambition is matched by integrity, and great work is recognised. Working across disciplines, geographies and perspectives, we are united by a commitment to innovation, excellence and creating meaningful impact. The Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world. The Customer Service Executive will support the Customer Service Manager in the day-to-day running of The Economist Customer Service provision, dealing with escalations, reporting on KPIs and Service Levels, assisting training and quality, documenting and delivering processes and providing escalation support to our third party contact centres. In this role you will be expected to: Work closely with our outsourced customer service partners to ensure our subscription service consistently exceeds customer expectations Act as the first point of contact for all aspects of customer service, addressing escalated customer service complaints and effectively communicating emergent issues Work with the Product team to ensure proactive issue management of technical problems and minimising the impact on our digital subscribers Ensure all customer facing staff have the necessary training, tools and information to efficiently manage customer queries Maintain customer service policy guidelines and process documentation Maintain all inbound and outbound customer service communications in line with brand standards and including call scripts, standard reply paragraphs and FAQs Monitor all key customer service performance indicators Assist the Customer Service Manager in reporting SLA performance, customer satisfaction and net promoter scores Support The Economist's customer feedback and query channels ensuring customer issues and requests are expedited Utilise customer feedback, comments and suggestions to proactively drive improvements to existing processes and communications Support the Customer Service Manager in managing customer service budgets and expenditure Work closely with the Customer Operations team to improve the range of subscriber e-care and self-serve options available Travel to and work with our Customer Engagement Centres as required To succeed in the role you must have: Experience working in a customer service centre or managing customer processes and communications Experience working with customer-facing technology Experience writing documents, policies or communications to an exceptionally high standard Excellent written and verbal communication skills Ideally, some knowledge of the Salesforce system Excellent interpersonal and customer service skills Detail-oriented and results focused Excellent organisational skills and an ability to handle multiple projects, meeting deadlines through effective time management Effective presentation of data using Excel and Powerpoint Working Arrangements The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required. AI usage for your application We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications. What we offer Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program. We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home. You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.
THE ECONOMIST GROUP
Head of Event Programming, EuroFinance - 6mth FTC London - Commercial Who we are Since 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight. Across our three businesses - The Economist, Economist Enterprise and Economist Education - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries. United by a shared purpose to drive progress, we empower decision-makers to make sense of change and chart a course through an increasingly complex world. As a colleague, you will be part of a culture that values ideas, encourages ownership and holds itself to high standards. We invest in people who are curious, thoughtful and adaptable, whether they are launching new products, reporting on global events or harnessing emerging technologies such as AI to improve how we work. Here, fresh thinking is taken seriously, ambition is matched by integrity, and great work is recognised. Working across disciplines, geographies and perspectives, we are united by a commitment to innovation, excellence and creating meaningful impact. We are seeking an experienced, high-impact Head of Event Programming for a six-month FTC. Reporting to the Managing Director and leading a team of six, you will take strategic and operational ownership of the content across our global portfolio of conferences, webinars, and closed-door events. This is an opportunity for a programming leader who can step confidently into an established, yet growing business, maintain momentum across live production cycles and deliver programmes that are editorially rigorous, commercially relevant and genuinely valuable to senior treasury audiences. You will set the standard for programme quality, oversee acquisition of world-class speakers and work closely with sales, marketing, editorial and operational peers to deliver successful large-scale events. Experience in treasury, corporate finance or financial services would be advantageous, but deep expertise in large-scale B2B event programming is essential. Strategic accountability Content strategy and positioning: Safeguard the content vision across the EuroFinance & CPI portfolios, ensuring programmes address the critical issues shaping corporate treasury and remain distinctive, timely and relevant. Portfolio delivery and quality: Provide oversight across concurrent production cycles, setting high editorial standards and ensuring commercial alignment to drive delegate growth and portfolio revenue. Team leadership: Lead, coach and develop the programming team, creating clarity and accountability to enable high performance during the cover period. Key responsibilities Lead production cycles: Oversee the end-to-end research, validation and delivery of agendas, directly managing a team of six programmers to ensure milestones and budgets are met. Secure senior speakers: Oversee the acquisition of high-profile speakers and keynotes, including CFOs, corporate treasurers, business leaders, policymakers and industry experts, building trusted relationships and ensuring an excellent speaker experience. Work cross-functionally: Collaborate closely with sales, marketing, editorial and operations from concept through post-event evaluation, balancing audience needs, editorial integrity, sponsorship opportunities and delivery requirements. Execute marketing and sales support: Sharpen event positioning, develop high-impact programme copy and identify content territories that support sponsorship acquisition and registrations. Direct live content delivery: Provide senior programming leadership on site, including speaker management, briefing moderators, troubleshooting agenda changes and maintaining the quality and pace of the delegate experience. Drive continuous improvement: Introduce new session formats based on stakeholder feedback to improve engagement and future production processes. Represent EuroFinance: Act as a credible public face of the business at events and in senior industry conversations, strengthening the EuroFinance & CPI network and reputation. Experience, skills, and attributes Programming expertise: Demonstrable background in conference production, specifically within the realm of major global B2B gatherings. Team management: Expertise in mentoring and guiding a productive, fast-paced team through complex project lifecycles and exacting timeframes. Interim leadership: Capacity to swiftly master an existing portfolio, establish credibility, and sustain operational pace with minimal lead-in time. Operational rigor: Project coordination skills, emphasising effective prioritisation and risk mitigation to meet demanding production schedules. Editorial standards: Sharp eye for research and writing, with the professional maturity to balance editorial standards with commercial and strategic aims. Commercial acumen: Sophisticated grasp of B2B event commerciality, understanding the drivers behind delegate attendance and the value of sponsorship partnerships. Audience mindset: Ability to leverage data-driven insights and attendee feedback to enhance the experience, impact and loyalty of our professional community. Subject knowledge: Familiarity with treasury, corporate finance or capital markets is preferred; however, a proactive curiosity for the subject matter is required for rapid immersion. Professional stature: Influential presence when engaging with senior partners, coupled with a composed and solutions-focused approach under pressure. Cross-functional collaboration: Unified mindset capable of fostering strong links between programming, sales, edirtorial and operational peers. International mobility: The flexibility to travel globally and provide senior oversight at events as required during the contract period. Working Arrangements The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required. AI usage for your application We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications. What we offer Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program. We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home. You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more. General Demographic Questions At The Economist Group, we are committed to building an inclusive workplace for all. By sharing the following information, you help us to understand the impact of our efforts and continue to make progress. Providing this information is voluntary and will not affect how your application is considered.Any details you share are stored separately from your application, with safeguards in place to ensure confidentiality and data security. Hiring managers and recruiters do not have access to this information at an individual level. Where appropriate, we may use anonymised data for reporting purposes or to meet statutory requirements in your location.
Head of Event Programming, EuroFinance - 6mth FTC London - Commercial Who we are Since 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight. Across our three businesses - The Economist, Economist Enterprise and Economist Education - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries. United by a shared purpose to drive progress, we empower decision-makers to make sense of change and chart a course through an increasingly complex world. As a colleague, you will be part of a culture that values ideas, encourages ownership and holds itself to high standards. We invest in people who are curious, thoughtful and adaptable, whether they are launching new products, reporting on global events or harnessing emerging technologies such as AI to improve how we work. Here, fresh thinking is taken seriously, ambition is matched by integrity, and great work is recognised. Working across disciplines, geographies and perspectives, we are united by a commitment to innovation, excellence and creating meaningful impact. We are seeking an experienced, high-impact Head of Event Programming for a six-month FTC. Reporting to the Managing Director and leading a team of six, you will take strategic and operational ownership of the content across our global portfolio of conferences, webinars, and closed-door events. This is an opportunity for a programming leader who can step confidently into an established, yet growing business, maintain momentum across live production cycles and deliver programmes that are editorially rigorous, commercially relevant and genuinely valuable to senior treasury audiences. You will set the standard for programme quality, oversee acquisition of world-class speakers and work closely with sales, marketing, editorial and operational peers to deliver successful large-scale events. Experience in treasury, corporate finance or financial services would be advantageous, but deep expertise in large-scale B2B event programming is essential. Strategic accountability Content strategy and positioning: Safeguard the content vision across the EuroFinance & CPI portfolios, ensuring programmes address the critical issues shaping corporate treasury and remain distinctive, timely and relevant. Portfolio delivery and quality: Provide oversight across concurrent production cycles, setting high editorial standards and ensuring commercial alignment to drive delegate growth and portfolio revenue. Team leadership: Lead, coach and develop the programming team, creating clarity and accountability to enable high performance during the cover period. Key responsibilities Lead production cycles: Oversee the end-to-end research, validation and delivery of agendas, directly managing a team of six programmers to ensure milestones and budgets are met. Secure senior speakers: Oversee the acquisition of high-profile speakers and keynotes, including CFOs, corporate treasurers, business leaders, policymakers and industry experts, building trusted relationships and ensuring an excellent speaker experience. Work cross-functionally: Collaborate closely with sales, marketing, editorial and operations from concept through post-event evaluation, balancing audience needs, editorial integrity, sponsorship opportunities and delivery requirements. Execute marketing and sales support: Sharpen event positioning, develop high-impact programme copy and identify content territories that support sponsorship acquisition and registrations. Direct live content delivery: Provide senior programming leadership on site, including speaker management, briefing moderators, troubleshooting agenda changes and maintaining the quality and pace of the delegate experience. Drive continuous improvement: Introduce new session formats based on stakeholder feedback to improve engagement and future production processes. Represent EuroFinance: Act as a credible public face of the business at events and in senior industry conversations, strengthening the EuroFinance & CPI network and reputation. Experience, skills, and attributes Programming expertise: Demonstrable background in conference production, specifically within the realm of major global B2B gatherings. Team management: Expertise in mentoring and guiding a productive, fast-paced team through complex project lifecycles and exacting timeframes. Interim leadership: Capacity to swiftly master an existing portfolio, establish credibility, and sustain operational pace with minimal lead-in time. Operational rigor: Project coordination skills, emphasising effective prioritisation and risk mitigation to meet demanding production schedules. Editorial standards: Sharp eye for research and writing, with the professional maturity to balance editorial standards with commercial and strategic aims. Commercial acumen: Sophisticated grasp of B2B event commerciality, understanding the drivers behind delegate attendance and the value of sponsorship partnerships. Audience mindset: Ability to leverage data-driven insights and attendee feedback to enhance the experience, impact and loyalty of our professional community. Subject knowledge: Familiarity with treasury, corporate finance or capital markets is preferred; however, a proactive curiosity for the subject matter is required for rapid immersion. Professional stature: Influential presence when engaging with senior partners, coupled with a composed and solutions-focused approach under pressure. Cross-functional collaboration: Unified mindset capable of fostering strong links between programming, sales, edirtorial and operational peers. International mobility: The flexibility to travel globally and provide senior oversight at events as required during the contract period. Working Arrangements The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required. AI usage for your application We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications. What we offer Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program. We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home. You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more. General Demographic Questions At The Economist Group, we are committed to building an inclusive workplace for all. By sharing the following information, you help us to understand the impact of our efforts and continue to make progress. Providing this information is voluntary and will not affect how your application is considered.Any details you share are stored separately from your application, with safeguards in place to ensure confidentiality and data security. Hiring managers and recruiters do not have access to this information at an individual level. Where appropriate, we may use anonymised data for reporting purposes or to meet statutory requirements in your location.