Manager Exhibitor Services

Freeman•Atlanta, GA

4d•Hybrid

About The Position

The Freeman Company is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry’s largest network of experts, The Freeman Company's insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 99-year legacy in event management as well as new technologies to deliver moments that matter. The Manager of Exhibitor Services is responsible for management of day-to-day Exhibitor Services functions. Routinely collaborates with operational departments on diverse issues and demonstrates the ability to understand unique challenges, identify opportunities and offer insights and effective solutions using best practices to enhance the exhibitor experience. This position will support our Customer Experience 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 based out of Atlanta, GA.

Requirements

High School Diploma or Equivalent with relevant work experience required
3+ years related experience with customer service and/or exposition responsibility
1+ years experience showing progression in varying supervisory and managerial roles

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Assists in interviewing, hiring, and conducting performance reviews for Exhibitor Services personnel
Works collaboratively with operational department leads in their assigned region
Audits staff performance and ensures that department and company policies & procedures are followed
Responds and resolves customer complaints and survey hot alerts
Resolves concerns over billing or services rendered, referring or escalating complaints to designated departments or Sales Account Owner for investigation
Requests and acts upon employee feedback as necessary
Ensures procedures and guidelines are followed for Exhibitor Services functions
Works with workforce management analyst and ES Director to create and approve staffing schedule
Oversees coordination of Service Desk requirements and workflow enhancements
Presents recommendations to the Sales and Delivery teams on how to enhance the exhibitor experience based on customer surveys and exhibitor feedback trends
Ensures team understands and adheres to safety & security precautions to protect our exhibitors and employees
Acts as liaison with the Financial Services Department to resolve exhibitor billing issues
Monitors employee attendance and performance virtually & on-site, coach and counsel as needed
Ensures quality performance including productivity, sales, and customer experience goals
Ensure assigned Exhibitor Services teams have a positive work environment, where team members are recognized for good work, given frequent feedback, valued and rewarded accordingly