Sr Director Customer Excellence- Global Conferences

Description

About this role: 

The Senior Director of Customer Excellence will be responsible for developing and overseeing strategic initiatives around how we support Attendees in their conference journey. They will ensure an elevated customer experience with a focus on brand loyalty, first class experiences, and scalable execution across the global portfolio. In partnership with Conference Leadership, this role will define and develop structures and processes that provide timely, relevant support for our attendees based on Gartner’s core values.

What you’ll do:

• Reimagine, evolve, and deliver Gartner’s Customer Excellence experience for the global conference portfolio

• Inspire and motivate global conference team to elevate the customer experience across all elements of the conference experience

• Inventory Customer Support playbooks and training guidelines. Identify gaps and opportunities to enhance how we communicate and resolve issues for our attendees. Build a plan to roll out to wider team and support partners.

• Establish measurable indicators of program impact to customer experience, satisfaction and brand loyalty

• Understand attendee and associate behaviors and queries. Analyze trends, share insights and create plans to address 

• Lead and elevate the communication set of Gartner’s Conferences Call Center

• Evaluate and support the evolution of our conference technology to support the customer experience

• Ensure the necessary resources and tools are available for excellence in customer service delivery 

• Initiate training best practices to ensure all on-site conference staffers are providing the Gartner standard level of service

• Liaise with Conference Leadership peers to understand the opportunity that exists within each business focus

• Collaborate with Conference Functional Leaders to implement best practices and education programs to elevate client interactions

• Analyze customer feedback and sentiment to drive evolution of Customer Excellence program

• Vendor management as an extension of the service team(s)

Key Results:

• Global implementation of Customer Excellence through scalable and consistent training, playbooks, and processes

• Deep understanding of client and non-client sentiment, feedback, and behavior drivers

• Curation of elevated client experience driving increases to brand loyalty, brand reputation, and retention

• Measurable impact on client and non-client NPR and other ratings systems

• Elevated attendee/associate engagement across multiple platforms

• Drive efficiencies in how we support our attendees and associates. Strong understanding of technology and how it supports a best-in-class customer experience.

• Effective management of 2-3 direct reports and large customer service teams(s) indirect reports

 
What you'll need:

• 12+ years of Customer Excellence, Hospitality or Brand Marketing experience

• Proficiency in developing and leading cross-functional initiatives. 

• Experience with multiple industry’s customer excellence models and standards

• Knowledge of luxury brand experience and pedigree

• Demonstrates high level of influence at a senior level

• Management experience leading teams both directly and indirectly

• Strong understanding of financial impact of decisions and budget management

• Some contract negotiation and supplier management may be required

• Experienced and comfortable in a newly formed role and helping define its impact

• Exceptional Customer Service Background and Skill

• Proactively work with cross-functional key business stakeholders to improve the overall Process (efficient/effective) 

• Fully competent in Microsoft Office & G-Suite products

• Strong Budget Management

• Experience in building and developing new initiatives and teams with an elevated sense of urgency

#LI-EB1 #Hybrid #Stamford
 

Who are we?

At Gartner, Inc. (NYSE: IT), we deliver actionable, objective insight that drives smarter decisions and stronger performance on an organization’s mission-critical priorities. We’ve grown exponentially since our founding in 1979 and we're proud to have over 19,500 associates globally that support over 15,000 client enterprises in more than 100 countries.

What makes Gartner a great place to work?

Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We believe that a diversity of experiences makes us stronger—as individuals, as communities and as an organization. That’s why we're recognized worldwide as a great place to work year after year. We've been recognized by Fortune as one of the World’s Most Admired Companies, named a Best Place to Work for LGBTQ Equality by the Human Rights Campaign Corporate Equality Index and a Best Place to Work for Disability Inclusion by the Disability Equality Index. Looking for a place to turn your big ideas into reality? Join #LifeAtGartner

What we offer:

Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, you’ll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.

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 affirmatively seek to advance the principles of equal employment opportunity.

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