Description
The Director, GCC Customer Excellence & Experience, is responsible for aligning Gartner C-Level Communities (GCC) with the broader conferences business model in delivering flawless execution of world-class experiences across a global portfolio. This leader will both shape and drive the integration of GCC processes, systems, and design elements, ensuring seamless delivery and continual improvement of the GCC experience at scale. They will shape operational strategies and oversee high-touch delivery to achieve exceptional results. The role will indirectly guide cross-functional teams and, over time, build and lead a direct team.
This role requires a visionary leader with a passion for customer experience and process improvement who can inspire teams, drive operational excellence, and foster a culture of innovation and accountability. The position offers an exciting opportunity for an individual who thrives in a fast-paced environment and is eager to make a significant impact on our conference experience.
What you will do:
- Align GCC initiatives with existing conference business processes, identifying gaps and opportunities for improvement.
- Develop and implement plans to resolve process, system, and operational inefficiencies, ensuring scalable and sustainable integration.
- Elevate the look and feel of GCC events, collaborating with design, operations, and stakeholder teams to deliver exceptional attendee experiences.
- Drive resource allocation and spend toward activities and deliverables that maximize attendee satisfaction, NPS, revenue, and retention.
- Lead change management efforts to embed GCC best practices into the wider conferences portfolio, fostering innovation and continuous improvement.
- Champion customer experience, ensuring GCC events consistently deliver value and excellence.
- Facilitate information discovery, documentation, and dissemination of new processes and standards across teams.
- Build strong partnerships with internal stakeholders, vendors, and cross-functional teams to ensure alignment and successful execution.
- Establish and track KPIs related to efficiency, scalability, attendee satisfaction, NPS, and business outcomes.
- Develop and lead the experience strategy, operating framework and partnerships required for our conference delivery teams to drive flawless execution and world-class experiences
- Clearly understand and translate the needs of our audience to create elevated and innovative experiences which are meaningful to our customers. Evaluate local, regional and international market trends, vendors and high-touch hospitality experiences to ensure that our conferences remain best in class.
- Identify and leverage data-driven metrics to measure the success of projects and initiatives, creating a compelling storyline and presentation for senior leaders across the organization.
- Build trusted partnerships with team members and leaders across the organization, leveraging in office time to connect with stakeholders, learn from your peers and keep a pulse on priorities across the teams.
- Partner with key stakeholders and leaders across all key teams to drive forward strategic changes, identify compelling solutions and ensure alignment to conference portfolio priorities.
What you will need:
- Bachelors degree with focus on project management and/or events management preferred
- 10+ years of experience in event management, project management, operations, or related fields.
- Proven expertise in project management, attention to detail, and change management.
- Demonstrated focus on customer experience and operational excellence.
- Experience leading cross-functional teams and indirect influence.
- Strong innovation, stakeholder engagement, and collaboration skills.
- Exceptional communication, process documentation, and information discovery abilities.
- Experience with process improvement methodologies (Lean, Agile, etc.) preferred.
- Experience overseeing complex operations or events
- Demonstrated ability to set creative and process strategy
- Experience of working in a complex multi layered environment with multiple stakeholders
- Ability to travel up to 20% of the time.
#conferences
#LI-BO2
#LI-hybrid
Who are we?
At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.
Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.
Since our founding in 1979, we’ve grown to 20,000 associates globally who support over 13,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.
What makes Gartner a great place to work?
Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.
We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.
Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.
We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.
Gartner is the world authority on AI
At Gartner, you’ll join a company at the very center of the AI revolution. Gartner has proactive, objective guidance throughout clients’ AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. You’ll have access to unmatched resources, expertise, and technology, and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.
It’s an exciting time to be at Gartner, with limitless opportunities to make a real impact, grow your skills, and build a lasting, meaningful career in a field that’s reshaping the way we operate. If you’re passionate about AI and want to be part of a team that’s guiding the leaders who shape the world, Gartner is the place for you.
What do we offer?
Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.
In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.
Ready to grow your career with Gartner? Join us.
Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 107,000 USD - 161,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more.
The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to seek to advance the principles of equal employment opportunity.
Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to [email protected] .
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