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Sr Director Customer Excellence- Global Conferences


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.

Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 120,960 USD - 188,000 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 affirmatively 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 .

Job Requisition ID:78213

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