We're a global company of thinkers, designers, and doers. Freeman partners with our clients to build a connection with their customers by creating brand experiences that are seamless, innovative, and immersive. From strategy, creative, and digital to logistics and event technology, our teams place the client at the center, helping them connect to people in meaningful and personal ways. What makes us unique is our collaborative culture, intuitive knowledge, global perspective, and personalized approach developed from our 90-year legacy as an industry leader. Freeman connects people to a universe of opportunities that create a spark, build understanding, and inspire action.. SUMMARY:. The role will direct the overall functions of our Corporate Exhibitor Services, Customer Support Contact Center, and Customer Support Processing Service teams. The scope of responsibilities includes driving improvement in the delivery of the Freeman customer experience across the entire Exhibitor journey and utilizing customer insights to delivery more value to the Exhibitor as well as positive business impact for Freeman. The role will lead efforts in providing excellent customer service, establishing expectations, setting and achieving the overall customer service strategy, and maintaining consistent quality controls. This role includes responsibilities for support, adoption, advocacy, retention and outcomes. This leader will be responsible for the execution of the vision of the VP, Customer Experience with regards to expectations surrounding the experience of Freeman Exhibitors.. Oversee the work of the Customer Support Center teams to ensure accurate, efficient, and timely measurement of customer inquiries, orders, requirements, and complaints.. Oversee the design and implementation of Exhibitor Service processes that provide for a high level of customer satisfaction and meet service standards and commitments.. Support Customer Support Contact Center in pursuit of J.D. Power contact center certification.. Measure effectiveness by defining operational metrics for teams.. Collaborate with Customer Experience team to understand exhibitor feedback and the exhibitor journey in order to create strategies and identify opportunities for continuous improvement.. Review performance of teams and determine appropriate annual compensation adjustments for all personnel.. Work with P2C, Action 2025, Customer Experience, and other internal teams in the transition to a ONE Freeman Exhibitor Services Team leveraging new technology, processes and organizational structures.. Work with Customer Experience, Freeman Online, IT, and Marketing Teams to improve the Exhibitor's end to end experience with Freeman across all touchpoints. Develop standards and metrics for branch teams to measure the exhibitor experience. Participate in the Strategic Business Reviews for the Exhibitor Service and Customer Support Center departments.. Review and evaluate the exhibitor pricing structure.. Participate in sales presentations and webinars when appropriate.. Participate in the annual, or biennial, exhibitor services and customer support meeting.. Develop, manage and maintain the budget and forecast process.. Ensure all job assignments are handled in accordance with department standards and assigned according to team's workloads.. Ensure procedures and guidelines are followed throughout the department.. Establish priorities and ensure department deadlines are met.. Schedule regular department meetings and training sessions, as needed.. Recruit experienced, high potential leaders for each functional role.. Support onboarding process for new team members.. Attract high potential individual contributors into team.. Coach, mentor and develop the team in order to achieve high performance.. Foster collaboration on key metrics and objectives within team and across operational business units.. Enhance effectiveness and efficiency through technology, including support systems and advocacy solutions.. Perform other duties as assigned.. EDUCATION AND EXPERIENCE:. Bachelor's Degree preferred or equivalent combination of education and experience. Ten (10) or more years related experience with customer service and/or exposition responsibility. Seven (7) or more years' experience showing progression in varying supervisory and managerial roles. Five (5) or more years overseeing call center operations and performance. Strong empathy for customers and passion for revenue and growth. Excellent leadership skills. Overtime, weekend and travel may be required. Freeman is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex or gender, sexual orientation, gender identity or expression, age, mental or physical disability, pregnancy, marital status, military and protected veteran status, genetic information, political affiliation or any other legally protected status. If you requireaccessibility assistance or accommodation for a disability when applying for open positions please email us at ...@freeman.com.. Glassdoor has millions of jobs plus salary information, company reviews, and interview questions from people on the inside making it easy to find a job that's right for you.
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