Candidate care from an
international perspective
The FIRM event
London, 15th November 2013
Jutta Kremer at Gartner
Senior ...
Background
 German national
 Masters in Modern Languages (German, English and French)
 In England since 2003
 Also liv...
Agenda
 Importance of Candidate Care
 Introduction to Gartner
 Gartner’s global recruitment

 Awareness of cultural di...
Importance of candidate care
A positive candidate experience is a
competitive advantage
(Sources: Wise Council, www.ere.net & W.R. Boswell’s research)
...
Introduction to Gartner
Gartner

delivers the
technology related insight

necessary for our clients to make
the right decisions,
every day.
Gartner at a glance
Global overview
 5,800 associates
 85 countries
 47 languages
 Revenue: 2012 $1.6 billion
 Double...
Gartner’s global recruitment
Recruitment team
Globally
 85 associates
 Team based in US, APAC & EMEA
 1500 new hires per year

 96% direct sourcing...
Challenges
 Recruitment across 20 countries in EMEA
 Remote stakeholder relationship

 Language fluency
 International...
Awareness of cultural differences
Categorizing cultures
Task oriented
highly organized
planners

LinearActive

interaction
difficult

People oriented
loquac...
When cultures collide
Cultural type model
Hispanic
American

Cultural Types: Color
Coding

Linear-Active, Multi-Active
Rea...
Effective candidate cultivation
Make the difference
Candidate expectation:
 Professionalism
 Reliability

 Transparency
 Availability
 Empathy
 Trus...
World class candidate care
“High touch” candidate care
 Continuous and constructive communication
 Direct sourcing model...
No limits mindset!...going the literal extra
mile for candidate care.
Let me through!! I’m a
Recruitment Coordinator....
I...
Recommendations
“[...] is the most professional Recruiter I ever worked with.”
“Her enthusiasm is catching and she gives t...
Recognition
How to put it into practise?
Establishing best practise in your
individual recruitment capacity
Individual recruiter
 The first impression
 Ensure po...
Your experience
 Candidate cultivation success story

 International recruitment model
 Formal candidate care process
...
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#FIRMday 15th nov 2013 jutta kremer gartner candidate care from an international perspective

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#FIRMday 15th nov 2013 jutta kremer gartner candidate care from an international perspective

  1. 1. Candidate care from an international perspective The FIRM event London, 15th November 2013 Jutta Kremer at Gartner Senior Recruiting Relationship Manager
  2. 2. Background  German national  Masters in Modern Languages (German, English and French)  In England since 2003  Also lived in Luxembourg and France  Agency, on-site & in-house recruitment experience  Joined Gartner in 2010  Acknowledged for outstanding candidate care
  3. 3. Agenda  Importance of Candidate Care  Introduction to Gartner  Gartner’s global recruitment  Awareness of cultural differences  Effective candidate cultivation  How to put it into practise?  Your experience
  4. 4. Importance of candidate care
  5. 5. A positive candidate experience is a competitive advantage (Sources: Wise Council, www.ere.net & W.R. Boswell’s research) Three key reasons for developing a strong ethos of candidate care: Job acceptance rates  Treatment during recruitment process (83% impact)  Recruiter’s empathy Business impact  Potential future client  Branding Attracting new staff  Talent pooling  Word of mouth
  6. 6. Introduction to Gartner
  7. 7. Gartner delivers the technology related insight necessary for our clients to make the right decisions, every day.
  8. 8. Gartner at a glance Global overview  5,800 associates  85 countries  47 languages  Revenue: 2012 $1.6 billion  Double digit revenue growth Core business units  Research  Consulting  Executive Program  Events  Interlinked by Sales (2,000 associates)
  9. 9. Gartner’s global recruitment
  10. 10. Recruitment team Globally  85 associates  Team based in US, APAC & EMEA  1500 new hires per year  96% direct sourcing in 2012  35% referrals EMEA HQ in UK  Over 20 associates  500 new hires per year
  11. 11. Challenges  Recruitment across 20 countries in EMEA  Remote stakeholder relationship  Language fluency  International relocation  Brand known mainly in technology market  Compensation challenges in some markets  No. 4 on Glassdoor  Therefore a differentiated candidate experience is critical!
  12. 12. Awareness of cultural differences
  13. 13. Categorizing cultures Task oriented highly organized planners LinearActive interaction difficult People oriented loquacious interrelators MultiActive Reactive Introverted, respect-oriented listeners 12 12 Adapted from R.D. Lewis “When Cultures Collide – leading across cultures
  14. 14. When cultures collide Cultural type model Hispanic American Cultural Types: Color Coding Linear-Active, Multi-Active Reactive Variations MultiActive Italy, Spain Africans Arabs Russia Iran, Turkey France India Belgium Australia, Denmark Indonesia, Philippines Netherlands, Norway Korea USA China LinearActive UK Switzerland Germany Reactive Sweden Finland Canada Singapore Hong Kong Japan Vietnam 13 13 Adapted from R.D. Lewis “When Cultures Collide – leading across cultures
  15. 15. Effective candidate cultivation
  16. 16. Make the difference Candidate expectation:  Professionalism  Reliability  Transparency  Availability  Empathy  Trusted advisor Golden rules:  Dialogue versus monologue  Mirror concept  Individual approach  Constructive feedback  Preparation & follow-ups  Be closest point of contact  After care
  17. 17. World class candidate care “High touch” candidate care  Continuous and constructive communication  Direct sourcing model  Quality focus + Cultural awareness = Team mindset Standardised selection process  Scientific approach / clear articulation of stages  Globally consistent  Fair and accurate assessment / un-emotional decisions Corporate culture  Collaboration with business / recruitment highly valued  Continuously seeking for improvement  Selection process reflects corporate culture
  18. 18. No limits mindset!...going the literal extra mile for candidate care. Let me through!! I’m a Recruitment Coordinator.... I don’t remember this in my job description 17
  19. 19. Recommendations “[...] is the most professional Recruiter I ever worked with.” “Her enthusiasm is catching and she gives the best first impression a company can give through a recruiting process.” “With her likeable voice she understands how to handle human beings.” “[...] is an enormous professional, focused in manner and form in timing, with very quick feedback any time, very passionate, educated and with a big heart and of course always with humility.” “[...] always transmits you the next steps and the possible stoppers.” “[...] acts in her role in a highly professional manner.” “I strongly recommend her services!”
  20. 20. Recognition
  21. 21. How to put it into practise?
  22. 22. Establishing best practise in your individual recruitment capacity Individual recruiter  The first impression  Ensure positive outcome  Constructive feedback  Cultivation through difficult conversation  Empower candidate to be successful in the future or with other companies Business strategy  Selection process reflects corporate culture
  23. 23. Your experience  Candidate cultivation success story  International recruitment model  Formal candidate care process  Candidate ownership  Frustrations with stakeholders
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