Sr Director Exhibitor Services

**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 Senior Director of Exhibitor Services will be responsible for the strategic and tactical management of customer experience initiatives within Exhibitor Services, driving high performance and profitability. This role involves developing and implementing strategies to enhance customer satisfaction, loyalty, and overall experience. The Senior Director will oversee a team, ensuring they are well-trained, motivated, and aligned with the company's goals. Key responsibilities include monitoring and reviewing key performance indicators (KPIs), collaborating with various departments to ensure a seamless customer experience, and identifying opportunities for process improvements. The Senior Director will possess strong leadership skills, a deep understanding of customer experience principles, and the ability to drive change in a dynamic environment. This position will support our Exhibitor Services team. It is eligible to work a hybrid schedule, generally requiring work in-office and/or show-site 2-3 days per week. The ideal candidate will be located in Dallas, TX; however, we are also open to candidates based out of: + Orlando, FL + Chicago, IL + Las Vegas, NV + Nashville, TN **Essential Duties & Responsibilities** + Develops multi-year strategic roadmap for Exhibitor Services that focuses on a consistent, world-class exhibitor experience, while keeping in sight cost reductions and revenue growth + Ensures corporate policy and procedures are followed + Meets regularly with E&ES leadership to discuss current trends and ensure teams are prepared to meet the demands of the business to deliver an exceptional brand experience + Create multi-year strategic roadmaps Monitor and review KPI performance on a weekly, monthly, and quarterly basis using various data sources, including Customer Surveys (NPS), to ensure all ES teams are on track for success + Own the communication of Exhibitor Show Site Survey results with the Delivery teams and responsible for identifying and leading improvement opportunities to drive results + Oversight of P&L for Exhibitor Services + Analyze financial information to identify opportunities for further business growth and improvement + Increase YOY revenue for orders placed at show site + Responds to customer complaint letters and surveys + Maintain in-depth working knowledge of company’s brand, systems, and processes. Engage in committees and projects that relate to the Exhibitor experience. + Work with internal departments to standardize processes and reduce redundancies. Identify and seize opportunities which will deliver short- and long-term business benefit. Effectively sell the benefits of change, and encourage others within ES to propose and initiate change + Ensure Exhibitor Services fully understand expectations and deliver sales, service and standards targets, via ongoing communication, training and empowerment + Conducts Customer Experience Audits occasionally + Represent Customer Experience to observe Freeman’s competitors compared to Freeman and participate in crafting Freeman’s RFPs in consideration of competitors’ strengths and weaknesses and ensuring the Exhibitor experience exceeds competitors’ offerings + Actively coach ES Directors to maximize sales and service opportunities + Engages on committees and projects that relate to the exhibitor experience + Oversee the Annual Exhibitor Services Excellence Award selection and celebration as well as ensure all associated KPI’s and criteria reflect current Freeman business goals and strategies + Hold regular one on one meetings with ES Regional Directors to set objectives, review progress, and discuss needs and improvement opportunities + Oversee hiring, training, retention and performance of team to meet departmental KPIs. Ensure ES has the required resources to deliver targets via effective planning and scheduling, and identifying recruitment needs + Develop a ‘talent pipeline’ for ES, to ensure successful succession planning. Identify development opportunities for ES leadership and staff, and also within other parts of the business, to support talent progression and planning. + Perform other duties as assigned **Education & Experience** + Master's Degree from an accredited institution preferred, Bachelor’s Degree from an accredited institution required + 7+ years related experience; or equivalent combination of both education and experience + 4+ years experience showing progression in varying supervisory and managerial roles + Requires analysis, judgment, and sensitivity to understand personnel and customer needs + Must have strong interpersonal, communication and presentation skills and the ability to interface with executive management, clients, and staff + Enthusiastic and creative leader with the ability to inspire others + Ability to manage influence through persuasion, negotiation, and consensus building + Strong empathy for customers and passion for revenue and growth **Travel Requirements** Travel up to 25% **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. \#LI-Hybrid