Candidate care from an

international perspective

The FIRM event

London, 15th November 2013

Jutta Kremer at Gartner

Senior Recruiting Relationship Manager

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

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

Agenda

Importance of candidate care

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

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.

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)

Gartner at a glance

Gartner’s global recruitment

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

Recruitment team

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!

Challenges

Awareness of cultural differences

12 12

Categorizing cultures

Task oriented highly organized

planners

Introverted, respect-oriented listeners

Multi- Active

Linear- Active

Reactive

interaction

difficult

People oriented loquacious interrelators

Adapted from R.D. Lewis “When Cultures Collide – leading across cultures

13 13

When cultures collide Cultural type model

Cultural Types: Color Coding

Linear-Active, Multi-Active

Reactive Variations Multi- Active

Linear- Active

Reactive

India

Indonesia, Philippines

Korea

China

Africans

Arabs

Iran, Turkey France

Belgium

Australia, Denmark

Netherlands, Norway

Hispanic American

Italy, Spain

Russia

USA

Switzerland Germany

UK Sweden Finland Canada Singapore Japan Hong Kong

Vietnam

Adapted from R.D. Lewis “When Cultures Collide – leading across cultures

Effective candidate cultivation

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

Make the difference

“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

World class candidate care

No limits mindset!...going the literal extra mile for candidate care.

17

Let me through!! I’m a

Recruitment Coordinator....

I don’t remember this

in my job description

“[...] 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!”

Recommendations

Recognition

How to put it into practise?

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

Establishing best practise in your

individual recruitment capacity

Candidate cultivation success story

International recruitment model

Formal candidate care process

Candidate ownership

Frustrations with stakeholders

Your experience