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
• Engage with exhibitors and show organizers to assess the efficiency of customer service processes, delivery, and workflows
• Establish SOPs and best practices to address complex internal/external customer service and exhibitor issues
• Analyze key performance indicators (KPIs) to identify areas of opportunity to elevate and streamline the exhibitor experience
• Set customer service metrics and accountabilities to track overall progress
• Work with Directors of Customer Service to set controls for labor, general, and administration costs; set and review annual budgets
• 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
• 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
• Treat all internal and external customers with courtesy and respect, as outlined in our Blue Diamond Customer Service Program
• 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
• 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.

Requirements

• Excellent organizational and leadership skills
• 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 multi-task in a fast-paced environment
• Ability to perform as a responsible ESOP owner making daily decisions to benefit the client and company
• 10+ years of experience working in customer service
• Demonstrate Core Values of Caring, Commitment, Integrity, Spirit, Responsiveness, Inclusive, and Teamwork
• Proven experience driving customer service strategies and plans
• 5+ years of progressive leadership and management experience

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.