Director of Exhibitor Success

The Director of Exhibitor Success oversees the overall operations and strategic direction of the Exhibitor Success department, ensuring consistent execution of standardized business practices across the network. This role is responsible for aligning people, processes, and performance to deliver a cohesive, high-quality exhibitor experience nationwide.

Working closely with Sr. Directors and Directors of Exhibitor Success, this role ensures one unified service organization while driving departmental strategy, operational excellence, and cross-functional collaboration. The Director of Exhibitor Success reports directly to the Vice President of Exhibitor Success.

The successful candidate will demonstrate strong leadership presence, sound judgment, proven project management capability, and the ability to influence across departments while managing complex, multi-regional teams.

General Responsibilities

• Provide overall leadership and operational oversight for the Exhibitor Success department.
• Ensure consistent adoption and execution of standardized Exhibitor Success business practices across the network.
• Partner closely with Sr. Directors/Directors of Exhibitor Success to align strategy, execution, and service delivery.
• Oversee planning, forecasting, and reporting activities for Exhibitor Success staff both in-house and at show site.
• Lead departmental support of national initiatives, ensuring alignment with enterprise goals.
• Manage to GES Exhibitor Success standards, policies, and procedures.
• Demonstrate sound judgment in decision-making and problem-solving in high-pressure environments.
• Navigate tight schedules, interpersonal conflict, and emotionally charged situations with reason and empathy.
• Build strong working relationships with cross-functional GES departments to ensure seamless show execution.
• Identify and communicate areas for improvement, training needs, and development opportunities to the Vice President of Exhibitor Success.
• Perform other duties as assigned and deemed necessary for the position.

People Leadership, Development, and Retention

In this role, you'll lead the evolution and long-term success of the Exhibitor Success organization.

• Hire, develop, energize, and motivate a high-performing, customer-focused leadership team.
• Build a strong leadership bench through coaching, mentoring, and performance management.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Encourage open, transparent communication and inclusive leadership practices.
• Support succession planning and career development across multiple levels of the organization.
• Lead and manage teams operating across multiple geographic regions and staffing models.

Skills and Competencies

• Leadership Presence - Inspire confidence, set clear direction, and lead with consistency and credibility.
• Judgment & Decision Making - Exhibit sound judgment, balancing speed, quality, and risk in decision-making.
• Collaboration - Encourage and model cross-functional collaboration and shared accountability.
• Customer Focus - Champion the exhibitor experience and ensure decisions are rooted in customer impact.
• Project & Change Management - Manage multiple complex initiatives simultaneously with attention to detail.
• Emotional Intelligence - Navigate conflict, pressure, and change with empathy and professionalism.
• Operational Excellence - Drive adherence to standards, policies, and procedures across the organization.

Experience and Required Traits

• Leadership Experience - 10+ years of customer service experience in a managerial capacity; 10+ years total customer service experience preferred.
• Team Development - Proven team builder, coach, and people leader.
• Multi-Regional Management - Experience managing teams across multiple geographic areas preferred.
• Operational Scale - Ability to manage multi-tiered staffing plans and large operational footprints.
• Industry Experience - Tradeshow industry experience preferred.
• Execution Under Pressure - Works well under pressure; decisive, action-oriented, and detail-focused.
• Flexibility - Willingness to work nights, weekends, and travel up to 50% as business needs require.

Work Environment