Delegate Services Manager

Delegate Services Manager Closed 📅 Week ago 🇬🇧 United Kingdom 💬 Customer Service 🟠 Manager Job Description About Us The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide. At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world. In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing. Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere. Build a newsworthy career at the FT. Our Commitment to Diversity, Equity and Inclusion We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups. The Role FT Live brings the Financial Times’ journalism and expertise to life through a global programme of conferences and events, connecting influential decision-makers and industry leaders around the issues shaping business and society. We are looking for a commercially driven Delegate Services Manager to support the growth of paid delegate attendance across a portfolio of FT Live events. You will engage prospective and existing delegates, clearly communicate the value of our events and build strong client relationships that contribute to ambitious revenue targets. Working closely with colleagues across delegate services, research, production and marketing, you will build a strong understanding of your assigned sectors and audiences, use insights to improve targeting and conversion, and maintain an accurate picture of sales performance through Salesforce. Key Responsibilities Meet and exceed weekly, monthly and annual delegate revenue targets across your assigned portfolio. Develop a strong understanding of the agendas, issues and priorities relevant to prospective delegates within your sectors, using this knowledge to improve engagement and conversion. Proactively contact prospective delegates by phone and email, clearly articulating the FT Live event proposition and securing new paid registrations. Build and maintain lasting relationships with existing clients, finding opportunities for continued engagement across relevant events. Achieve agreed weekly and monthly activity targets, including call time and outbound activity. Generate new prospective delegate leads proactively and work collaboratively with research colleagues to strengthen lead generation. Maintain accurate and timely records of sales activity, including calls and emails, within Salesforce. Provide regular feedback to the wider FT Live team on conference campaigns, highlighting audience responses, challenges and potential solutions. Work closely with the Head of Delegate Acquisition Data Operations & Research to maintain a sufficient pipeline of relevant leads and continuously refine audience targeting. Collaborate with conference production and marketing teams to build a detailed understanding of event programmes, themes and target audience profiles. Attend relevant project, marketing and team meetings, sharing updates on delegate registration progress. Support contract telemarketers working across assigned events by sharing processes, effective working practices and guidance. Support the Head of Delegate Services – Acquisition & Customer Services with the effective running of the department. Produce weekly reports, forecasts and pipeline updates as required. Required Skills and Experience Strong communication and influencing skills, with confidence engaging prospective clients by phone and email. A commercially focused approach and motivation to achieve challenging revenue and activity targets. Demonstrable ability to build relationships with new and existing clients. Strong organisational and time-management skills, with the ability to manage activity across multiple events and priorities. A proactive approach to lead generation and identifying new commercial opportunities. Ability to learn sophisticated event propositions and translate them into clear, compelling messages for different audiences. Strong attention to detail and commitment to maintaining accurate CRM records. Comfortable using data, pipeline information and feedback to assess performance and find opportunities for improvement. Collaborative working style and ability to build productive relationships with colleagues across sales, research, marketing and production teams. Desirable Previous experience in delegate acquisition, telesales, business development, customer acquisition or another goal-oriented commercial environment. Experience working with Salesforce or another CRM platform. Experience within events, conferences, publishing, media or a related sector. An interest in current business, economic and industry issues. What’s in it for You? Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here. We’ve embraced a 50% hybrid working model (averaging two to three days onsite) that fosters trust and remote adaptability while encouraging in-person camaraderie and peer learning. Additionally, we are open to accommodating specific flexible working pattern requests for all roles where feasible. Accessibility We are a disability confident employer and Valuable 500 signatory. Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email [email protected] and a member of our team will be happy to help. Further Information At the FT, we embrace innovation and the use of technology and appreciate that individuals may use AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications. Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all. Please beware of fraudulent job postings and offers claiming to be from the Financial Times. All legitimate opportunities will direct you to apply through the official Financial Times careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact [email protected] . Interested in the FT but don’t see the right role yet? Join our Talent Community to receive exclusive updates, jobs, and insights into working at the FT. 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