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Company: Emerald
Location: White Plains
Posted on: June 6, 2021

Job Description:

Emerald is seeking a Customer Service Manager to join our NY NOW team in White Plains, NY. NY NOW is the modern wholesale Market for retailers and specialty buyers seeking diversity and discovery. Gathering twice a year in America's design capital, New York City, and building community year-round through its 365 Digital Market, NY NOW is where buyers and designers unearth a refreshed and dedicated collection of eclectic lifestyle products in fashion, gift, handmade, home, sustainability, wellness, and more.

The Customer Service Manager works cross-functionally with the NY NOW sales, marketing and operations teams to ensure that exhibitors have an exceptional experience post-sale and a successful event. The role is responsible for ensuring all contracted exhibitors have the information and training they need to plan and execute their in-person presence at NY NOW, including operational details e.g., (booth packages, move-in and move-out at the Javits Center, shipping and freight) and marketing (e.g., how to market your presence at the show, how to run your booth effectively). The role is also responsible for managing elements of onsite customer service, including the matchmaking and mentoring programs.

The best candidate for this position will be agile and flexible, with the ability to work effectively and collaboratively with diverse teams and people. You should be an outstanding project manager, highly organized, and have the ability to juggle a large number of overlapping customer needs. In addition, you should be a self-motivated individual, with the ability to thrive in a fast-paced, highly dynamic environment.

+ Compile, manage and disseminate all exhibitor information and training materials - both operations and marketing

+ Work with Event Director to ensure marketing and onsite support materials are comprehensive and concise

+ Acts as liaison between sales, marketing, and operations to ensure exhibitors have information, they need to have a successful event

+ Provides exhibitors tips on pre-show preparation and booth presentation

+ Present information to exhibitors once they contract, with new exhibitors to NY NOW the priority

+ Collect digital assets from customers to fulfill Digital Market advertising opportunities

+ Meet with new exhibitors, understand their goals, target buyers and input information to matchmaking program

+ Develop and execute the match-making program working closely with the Event Director; brief target exhibitors on program, establish goals (number of onsite meetings) and manage vendor

+ Work with Event Director to execute Emerging and New exhibitor program inclusions

+ Oversee onsite customer service for Emerging and New brands - schedule for meet and greets, act as point of contact, collate daily Q&A' and funnel to subject matter experts

+ Develop deep understanding of Gift, Home, and Handmade industry

+ Bachelor's degree

+ 5+ years of work experience in customer service, product merchandizing, marketing or sales

+ Deep experience of gift, home, and retail industries with fluency in industry terminology and jargon

+ Experience of working and influencing cross-functionally

+ Excellent communication (verbal and written) and interpersonal skills.

+ Strong understanding of the value of data and insights, and comfort working in Excel

+ Proficiency in Microsoft Office applications; Word, Excel and PowerPoint.


Emerald is a leader in building dynamic, market-driven business-to-business platforms that integrate live events with a broad array of industry insights, digital tools, and data-focused solutions to create uniquely rich experiences. As true partners, we at Emerald strive to build our customers' businesses by creating opportunities that inspire, amaze, and deliver breakthrough results. With over 140 events each year, our teams are creators and connectors who are thoroughly immersed in the industries we serve and committed to supporting the communities in which we operate. For more information, please visit http://www.emeraldx.com.

ID: 2021-1213

External Company URL: https://www.emeraldx.com/careers/

Street: 1133 Westchester Ave, Suite N136

Keywords: Emerald, White Plains , 2021-1213, Other , White Plains, New York

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