Experience Center Manager Job detail

Smurfit Westrock (NYSE:SW) es un líder mundial en soluciones sustentables de papel y empaque. Somos científicos en materiales, diseñadores de empaque, ingenieros mecánicos y expertos en fabricación con un propósito compartido: Innovar con audacia. Empacar sustentablemente. Guiados por nuestros valores de integridad, respeto, responsabilidad y excelencia, utilizamos lo más destacado de la ciencia y la tecnología para hacer avanzar los empaques a base de fibra.

The Experience Center Manager is a strategic leader responsible for connecting customer needs with impactful packaging solutions across multiple categories, including cost take-out, e-commerce, sustainability, and shelf improvement. This role demands a business-savvy and customer-obsessed individual who thrives on collaboration with the sales force and design teams to ensure exceptional customer satisfaction. The manager will lead a multidisciplinary team to deliver both structural and graphic packaging innovations, leveraging insights from diverse market segments to create value-added solutions. This position requires strong project management skills, a proactive mindset, and the ability to coordinate with multiple plants and stakeholders. The Experience Center Manager will also inspire R&D initiatives within the team, exploring and developing new tools that position Smurfit WestRock at the forefront of innovation. Strong communication skills and a problem-solving mentality are essential to translate complex challenges into clear, customer-centric outcomes

 

Primary Duties

• Ensures alignment with the Marketing team and guarantees that all established processes for bringing customers to the Experience Center are followed and continuously optimized.
• Fosters a positive work environment based on trust, respect, and collaboration, aligned with company policies.
• Ensures the team has the right skills, encourages their development, promotes flexibility, and provides ongoing support.
• Drives a culture of continuous learning through relevant trainings (e.g., SK Performance Packaging, Insight Training, BET).
• Builds a customer-centric culture focused on delivering outstanding experiences.
• Leads the team in developing innovative, insight-driven design solutions that set new industry standards.
• Actively promotes SW tools like PackExpert, Innobook, and Paper to Box at every customer touchpoint.
• Ensures contingency plans are in place for all top customer projects.
• Facilitates effective, professional communication across internal teams and external stakeholders.
• Defines KPIs for the Design & Technical team, monitors progress, and provides monthly updates to management.
• Supports sales teams with design solutions for both existing and prospective customers.
• Coordinates all team activities and resources to meet customer deadlines efficiently.
• Streamlines workflows between the Design and Technical teams to improve productivity and service quality.
• Ensures design-related standards, policies, and procedures are up to date and consistently applied.
• Regularly reviews and enhances functional processes to ensure alignment with business needs.
• Identifies and resolves issues impacting service, efficiency, or team performance.
• Actively supports commercial efforts by preparing samples and materials for customer engagements.

Job Qualifications 

• Written and verbal communication skills English required
• Bachelor's degree (design, technical, business, engineering)
• 5+ years' experience in design and or technical
• Excellent interpersonal & communication skills (verbal and written), dealing with individuals at all levels; comfortable to represent the company in the best possible light
• High energy, with the ability to work in fast-paced environment
• Proven leadership skills and ability to motivate & develop both senior and junior level staff
•  Proficient in Microsoft Office (advanced excel), and design programs
• Self-motivated and committed individual, strong work ethic
• Excellent analytical skills, methodical approach and commercial acumen
• Ability to work with various departments (sales, operations, finance) to resolve challenges
• Capable of building strong relationships internally and externally (e.g. key customers etc.)
• Able to drive team to continuously improve processes and foster good working relationships
• Capable of stepping back and let the direct reports handle day to day issues with their teams
• Ability to effectively engage internal and external Customers during the lifecycle of a product/project
• Ability to work against strict deadlines and deliver on time
• Capable of prioritizing various tasks among team
• Provide sound information to Regional Sales Manager, Sales Manager and General Manager, supporting them in their decision making process

Display well developed organizational skills, demonstrate initiative & judgment and a proven record of service excellence

Smurfit Westrock es un empleador que ofrece igualdad de oportunidades. Nos esforzamos por crear y mantener una fuerza laboral diversa donde todos se sientan valorados, respetados e incluidos. Smurfit Westrock no discrimina por motivos de raza, color, religión, origen nacional, sexo, edad, discapacidad, condición de veterano, orientación sexual, identidad de género o cualquier otro motivo protegido por las leyes federales, estatales o locales.