Manager Exhibitor Services

About Us

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.

Summary

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.

Essential Duties & 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
• Maintains 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

Education & Experience

• Bachelor’s degree preferred, 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

Travel Requirements

Not specified

What We Offer

• Medical, Dental, Vision Insurance
• Tuition Reimbursement
• Paid Parental Leave
• Life, Accident and Disability
• Retail with Company Match
• Paid Time Off

Diversity Commitment

At The Freeman Company, 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.