Director, Conferences (Customer Excellence & Experience)

The Director, GCC Customer Excellence & Experience, is responsible for aligning Gartner C-Level Communities (GCC) with the broader conferences business model in delivering flawless execution of world-class experiences across a global portfolio. This leader will both shape and drive the integration of GCC processes, systems, and design elements, ensuring seamless delivery and continual improvement of the GCC experience at scale. They will shape operational strategies and oversee high-touch delivery to achieve exceptional results. The role will indirectly guide cross-functional teams and, over time, build and lead a direct team.

This role requires a visionary leader with a passion for customer experience and process improvement who can inspire teams, drive operational excellence, and foster a culture of innovation and accountability. The position offers an exciting opportunity for an individual who thrives in a fast-paced environment and is eager to make a significant impact on our conference experience. 

What you will do:

• Align GCC initiatives with existing conference business processes, identifying gaps and opportunities for improvement.
• Develop and implement plans to resolve process, system, and operational inefficiencies, ensuring scalable and sustainable integration.
• Elevate the look and feel of GCC events, collaborating with design, operations, and stakeholder teams to deliver exceptional attendee experiences.
• Drive resource allocation and spend toward activities and deliverables that maximize attendee satisfaction, NPS, revenue, and retention.
• Lead change management efforts to embed GCC best practices into the wider conferences portfolio, fostering innovation and continuous improvement.
• Champion customer experience, ensuring GCC events consistently deliver value and excellence.
• Facilitate information discovery, documentation, and dissemination of new processes and standards across teams.
• Build strong partnerships with internal stakeholders, vendors, and cross-functional teams to ensure alignment and successful execution.
• Establish and track KPIs related to efficiency, scalability, attendee satisfaction, NPS, and business outcomes.
• Develop and lead the experience strategy, operating framework and partnerships required for our conference delivery teams to drive flawless execution and world-class experiences
• Clearly understand and translate the needs of our audience to create elevated and innovative experiences which are meaningful to our customers. Evaluate local, regional and international market trends, vendors and high-touch hospitality experiences to ensure that our conferences remain best in class.
• Identify and leverage data-driven metrics to measure the success of projects and initiatives, creating a compelling storyline and presentation for senior leaders across the organization.
• Build trusted partnerships with team members and leaders across the organization, leveraging in office time to connect with stakeholders, learn from your peers and keep a pulse on priorities across the teams.
• Partner with key stakeholders and leaders across all key teams to drive forward strategic changes, identify compelling solutions and ensure alignment to conference portfolio priorities.

What you will need:

• Bachelors degree with focus on project management and/or events management preferred
• 10+ years of experience in event management, project management, operations, or related fields.
• Proven expertise in project management, attention to detail, and change management.
• Demonstrated focus on customer experience and operational excellence.
• Experience leading cross-functional teams and indirect influence.
• Strong innovation, stakeholder engagement, and collaboration skills.
• Exceptional communication, process documentation, and information discovery abilities.
• Experience with process improvement methodologies (Lean, Agile, etc.) preferred.
• Experience overseeing complex operations or events  
• Demonstrated ability to set creative and process strategy  
• Experience of working in a complex multi layered environment with multiple stakeholders
• Ability to travel up to 20% of the time.

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