Digital Success Specialist, Asia

DIGITAL SUCCESS SPECIALIST, ASIA

The World Economic Forum, committed to improving the state of the world, is the international organization for public-private cooperation.

The Forum engages the foremost political, business and other leaders of society to shape global, regional and industry agendas.

Why we are recruiting

China has become the fastest growing country in the past decade. Given the region’s strategic importance, the Forum, through its office in Beijing, continues to strengthen its regional engagement there and services to its Chinese key stakeholders.

We are currently seeking a Digital Success Specialist for Asia. This individual will be responsible for enhancing the digital experience for constituents based in the Asia region.

Reporting lines and interactions

As part of the Technology and Digital Services team and located in the Forum China office, the Digital Success Specialist will report to the Head of Digital Success and the Head of Participant Services and to the Lead of China Central Support.

The Specialist will work with other Forum teams, particularly in the Beijing office, with the Content and Interaction team as well as the Digital Success team and Participants Services team, including product managers and developers. He/she will also work with team managers and other staff, helping them engage their constituents at Forum events, as well as with external stakeholders (event participants, primary contacts and operational contacts) to support invitation and registration processes and enquires.

Breakdown of main responsibilities

• 50% with end user support, training, communication and change management campaigns on Forum digital products for internal and external Forum platform users, particularly those based in Asia
• 50% coordinating member organizations and other stakeholder engagement at Forum activities and meetings, including administrative support, events planning, participants accounts creation and logistics

The successful candidate will be assessed on

• Providing day-to-day support on core digital products to internal and external users on Forum core applications (such as Salesforce), in collaboration with the Digital Success team in Geneva and New York
• Sharing support issues, user feedback and ideas with product managers to improve digital products
• Delivering onboarding and training sessions for internal and external users on Forum core technology and major processes, especially related to event and registration management
• Coordinating participant relations with engagement managers for major Forum meetings host in China; external queries and event invitation and registration processes, as well as event communication in collaboration with the Participant Services team in Geneva and Business Services Team in China
• Overseeing Accounts, Events, and Initiatives/Communities records relevant to Greater China, enhancing data integrity and configuration accuracy
• Managing various mailboxes and communication channels on a daily basis, including information requests, registration validation and processing registrations
• Interacting with various stakeholders and managing preparations and delivery of registration and participant services at events
• Assisting with in-house meetings and badge creation/distribution
• Providing administrative support, including documentation creation and updating

• Implementing change management activities according to new development of digital products and evolution of business processes

  Preferred requirements and experience

• University level education in business administration or related field within technology, communication or event management.

• Minimum 2 years of relevant industry experience in digital and administrative support, training, or customer service management for consumer-facing digital products
• Additional industry experience in one of the following is desirable: instructional design, CRM, web/customer analytics or similar
• Experience with Salesforce administration would be an asset
• Service-oriented with an enthusiasm for genuinely improving how businesses serve and engage with people.
• Quality orientated; experience in data entry/quality control would be a plus
• A solid understanding of business processes and technical infrastructure;
• PC literate, including MS Office and internet
• Knowledge of Salesforce and Salesforce Marketing Cloud a plus, along with familiarity with JIRA or similar issue-tracking software
• Fluency in Mandarin and English, with excellent written, digital and verbal communication skills

Why work at the Forum:

The Forum believes that progress happens by bringing together people from all walks of life who have the drive and the influence to improve the state of the world by building awareness and cooperation, shaping mindsets and agendas, and driving collective action. Join us and become a driver for positive change!