Manager Exhibitor Support

The Freeman Company (TFC) Brands; Orlando (FL); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Tuition Reimbursement

Paid Parental Leave

Life, Accident and Disability

Retirement with Company Match

Paid Time Off

Job summary

The Freeman Company is seeking an Exhibitor Support Supervisory Leader to guide a team of Exhibitor Support Specialists and Sr Specialists, driving customer service excellence, sales targets, and efficient operation across in-office and show-site activities.

This role supports the Exhibitor Services Team with a hybrid schedule (2–3 days in the office) and travel up to 25%. Ideal candidate located in Dallas, TX; willing to consider Houston, Austin, San Antonio, or Orlando, FL.

Qualifications

• Bachelor’s degree in related field of study and/or equivalent work experience.
• 3+ years of customer service and/or call center experience.
• 2+ years of related leadership/supervisory experience or progression.

Responsibilities

• Coach, inspire, and manage specialized exhibit and graphics team to ensure accurate, efficient, and timely management of customer inquiries, orders, requirements, and complaints
• Ensure the team has a positive work environment, where team members fully understand expectations and are prepared to deliver sales and service targets via ongoing communication, training, quality assurance, empowerment, and recognition
• Work with Exhibitor Support leadership to maintain best in class practices for policies, processes, and metrics that provide a high level of customer satisfaction, deliver optimal sales targets, and meet service standards for efficient handling
• Maintains relationship with Regional GAM and Delivery Managers to ensure successful execution of exhibitor’s order
• Process, research, and resolve complex requirements, inquiries and/or complaints to ensure customer retention and satisfaction
• Respond and resolve customer complaints and survey hot alerts.
• Effectively plan and manage team meetings. Communicate changes to policy and procedures to staff as needed
• Work with Director to create and approve staffing schedule, including on call weekend coverage
• Work with Exhibitor Support leadership to drive revenue generation, maintain up-to-date product knowledge, and translates client requirements by working within internal systems to disseminate information to appropriate departments in a timely manner to ensure successful onsite execution.
• Interview, hire, train, and develop world-class contact center team members, following established sales & support training programs
• Audit staff performance and ensure that department/company policies and procedures are followed
• Conduct regular quality assurance reviews to ensure performance is meeting productivity, sales, and customer experience goals
• Assist team in processing on exhibitor online exhibit & graphic requests
• Maintain the highest level of accuracy, efficiency, and excellentcustomerservice for which Freeman is known
• Strong Customer Focus

Skills

Leadership

Customer service

Team management

Communication

Education

Bachelor’s degree

Job description

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.

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

Oversees and effectively leads a team of Exhibitor Support Specialists and Sr Specialists of the online exhibit and graphics team to the desired performance results. Responsible for setting and meeting customer service and sales targets, as well as planning areas of improvement and development. Manages daily operation of Exhibitor Support Online Exhibit & Graphic Specialist through the effective use of resources, staffing, and budget adherence.

This Position Will Support Our Exhibitor Services 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 Located In Dallas, TX; However, We Are Also Open To Candidates Based Out Of

• Houston, TX
• Austin, TX
• San Antonio, TX
• Orlando, FL

Essential Duties & Responsibilities

• Coach, inspire, and manage specialized exhibit and graphics team to ensure accurate, efficient, and timely management of customer inquiries, orders, requirements, and complaints
• Ensure the team has a positive work environment, where team members fully understand expectations and are prepared to deliver sales and service targets via ongoing communication, training, quality assurance, empowerment, and recognition
• Work with Exhibitor Support leadership to maintain best in class practices for policies, processes, and metrics that provide a high level of customer satisfaction, deliver optimal sales targets, and meet service standards for efficient handling
• Maintains relationship with Regional GAM and Delivery Managers to ensure successful execution of exhibitor’s order
• Process, research, and resolve complex requirements, inquiries and/or complaints to ensure customer retention and satisfaction
• Respond and resolve customer complaints and survey hot alerts.
• Effectively plan and manage team meetings. Communicate changes to policy and procedures to staff as needed
• Work with Director to create and approve staffing schedule, including on call weekend coverage
• Work with Exhibitor Support leadership to drive revenue generation, maintain up-to-date product knowledge, and translates client requirements by working within internal systems to disseminate information to appropriate departments in a timely manner to ensure successful onsite execution.
• Interview, hire, train, and develop world-class contact center team members, following established sales & support training programs
• Audit staff performance and ensure that department/company policies and procedures are followed
• Conduct regular quality assurance reviews to ensure performance is meeting productivity, sales, and customer experience goals
• Assist team in processing on exhibitor online exhibit & graphic requests
• Maintain the highest level of accuracy, efficiency, and excellentcustomerservice for which Freeman is known
• Strong Customer Focus

Education & Experience

• Bachelor’s degree in related field of study and/or equivalent work experience
• 3+ years of customer service and/or call center experience
• 2+ years of related leadership/supervisory experience or progression

Travel Requirements

Travel up to 25%

What We Offer

The Freeman Company provides benefits that aim to empower our people and their families to thrive mentally, physically, and financially. These are a handful of the types of programs and benefits our full-time people may be eligible for. There may be some variances in specific benefits across regions.

• Medical, Dental, Vision Insurance
• Tuition Reimbursement
• Paid Parental Leave
• Life, Accident and Disability
• Retirement 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.