Experience Center Manager

WestRock Company • Texas, Texas • 3w ago

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

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