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

4. Importance of candidate care

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. Introduction to Gartner

7. Gartner
delivers the
technology related insight
necessary for our clients to make
the right decisions,
every day.

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. Gartner’s global recruitment

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!

12. Awareness of cultural differences

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. 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. Effective candidate cultivation

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
17

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. Recognition

21. How to put it into practise?

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