Vice President, Exhibitor Experience (On-Site)

The Vice President, Exhibitor Experience is responsible for developing and executing the strategic vision for the customer service department and driving a culture of high-quality service to ensure production efficiencies and a seamless end-to-end exhibitor experience.
Essential Job Duties

• All other duties as assigned
• Directly supervise and manage the employment life cycle of the Directors of Customer Service including but not limited to hiring, training, evaluating, and coordinating professional development, etc.
• Set customer service metrics and accountabilities to track overall progress
• Establish SOPs and best practices to address complex internal/external customer service and exhibitor issues
• Work with Directors of Customer Service to set controls for labor, general, and administration costs; set and review annual budgets
• Treat all internal and external customers with courtesy and respect, as outlined in our Blue Diamond Customer Service Program
• Analyze key performance indicators (KPIs) to identify areas of opportunity to elevate and streamline the exhibitor experience
• Engage with exhibitors and show organizers to assess the efficiency of customer service processes, delivery, and workflows
• Serve as a member of the Strategic Leadership Committee providing tangible solutions to critical issues, driving key initiatives, and identifying ways to make impactful change
• Develop original and creative solutions to elevate the overall exhibitor experience
• Develop, implement, and monitor exhibitor experience processes and procedures; establish short-term and long-term goals in alignment with the company’s overall business strategy
• Partner with the COO to develop a scalable organizational structure within the customer service departments to drive innovation and ensure the consistent delivery of high-quality service

Requirements

• Proven experience driving customer service strategies and plans
• 10+ years of experience working in customer service
• Excellent organizational and leadership skills
• Demonstrate Core Values of Caring, Commitment, Integrity, Spirit, Responsiveness, Inclusive, and Teamwork
• Strong analytical and communication skills
• An advanced degree in business administration or related field preferred; equivalent experience may be exchanged for formal education
• Ability to perform as a responsible ESOP owner making daily decisions to benefit the client and company
• 5+ years of progressive leadership and management experience
• Ability to multi-task in a fast-paced environment

Shepard is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, color, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, veteran status, or other non-merit factor. All employment decisions are made based on business need, job requirements and individual qualifications, and merit.