#FIRMday 15th nov 2013 jutta kremer gartner candidate care from an international perspective
1. Candidate care from an
international perspective
The FIRM event
London, 15th November 2013
Jutta Kremer at Gartner
Senior Recruiting Relationship Manager
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. 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
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
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)
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. 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!
13. Categorizing cultures
Task oriented
highly organized
planners
LinearActive
interaction
difficult
People oriented
loquacious
interrelators
MultiActive
Reactive
Introverted, respect-oriented listeners
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Adapted from R.D. Lewis “When Cultures Collide – leading across cultures
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
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Adapted from R.D. Lewis “When Cultures Collide – leading across cultures
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. 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. 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
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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!”
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. Your experience
Candidate cultivation success story
International recruitment model
Formal candidate care process
Candidate ownership
Frustrations with stakeholders