Job Information
FREEMAN Director Exhibitor Services in Dallas, Texas
About Us
Freeman is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry’ largest network of experts, Freeman’s insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 97-year legacy in event management as well as new technologies to deliver moments that matter.
Summary
The Director of Exhibitor Services is responsible for the strategic and tactical management of Exhibitor Services while driving high performance and profitability. Plays a key role in departmental planning and oversees team success by finding innovative ways to enhance productivity and the exhibitor experience. Possesses a strong working knowledge of performance and operations management to optimize revenue, employee satisfaction, and the exhibitor experience.
This position will support our Customer Experience team and eligible to work a hybrid schedule, generally requiring work in-office/show site 2-3 days per week. The ideal candidate will be based out Dallas, TX.
Essential Duties & Responsibilities
Executes the strategy for Exhibitor Services, implement growth opportunities and improve processes to deliver exceptional exhibitor experience
Monitors and review KPI performance on a weekly, monthly, and quarterly basis and work with senior leadership to implement corrective actions
Assists senior Exhibitor Services leadership with budget planning
Meets regularly with Delivery leadership to discuss current trends and ensure teams are prepared to meet the demands of the business to deliver an exceptional brand experience
Identifies and seize opportunities which will deliver short and long term business benefit by standardizing processes and reducing redundancies
Ensures all assigned staff fully understand expectations and are prepared to deliver sales and service targets via ongoing communication, training, empowerment and recognition
Facilitates a culture of professional development for Exhibitor Services employees, constantly pushing the boundaries to enhance the Exhibitor experience
Maintains in-depth working knowledge of company’s brand, products and services, systems, and processes
Voice of exhibitor with responsibility to identify opportunities to evolve products and solutions to better meet exhibitor needs and enhance business objectives
Triages escalated customer issues as they arise or post-show by responding to customer complaint letters and surveys as appropriate
Mentors Exhibitor Services Managers and aids in developing business continuity and succession plan for Exhibitor Services
Directly responsible for talent management of Exhibitor Services personnel
Identifies development opportunities for ES staff, and also within other parts of the business, to support talent progression and planning
Maintains a high level of quality, team morale and effective output while under pressure
Ensures assigned Exhibitor Services teams have a positive work environment, where team members are recognized for good work, given frequent feedback, valued and rewarded accordingly
Holds regular one on one meetings with assigned Managers to set objectives, review progress, and discuss needs and improvement opportunities
Ensures Exhibitor Services has the required resources and staff to deliver targets via effective planning and scheduling, and identifying recruitment needs
Education & Experience
Bachelor’s degree in related field of study and/or equivalent work experience
5+ years related experience with customer service and/or exposition responsibility
3+ years experience showing progression in varying supervisory and managerial roles
Travel Requirements
Travel 25% to 50%
What We Offer
Freeman provides benefits that aim to empower our people and their families to thrive mentally, physically, and financially. These are a handful of the types of programs and benefits our full-time people may be eligible for. There may be some variances in specific benefits across regions.
Medical, Dental, Vision Insurance
Tuition Reimbursement
Paid Parental Leave
Life, Accident and Disability
Retirement with Company Match
Paid Time Off
Diversity Commitment
At Freeman, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.
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