Senior Specialist, Customer Experience Center

Smurfit Westrock • Irving, TX • 5h ago

The Opportunity:

The Senior Experience Center Specialist serves as a strategic driver of customer engagement at Smurfit Westrock\u2019s Experience Center. This role goes beyond event coordination \u2014 it architects immersive, insight-driven experiences that support commercial growth, executive alignment, and strategic customer partnerships.

Acting as a bridge between Sales, Marketing, Innovation, Operations, and Leadership, the Senior EC Specialist ensures that every interaction at the Experience Center reinforces our value proposition, accelerates opportunity development, and strengthens long-term relationships.

This role plays a key part in shifting customer conversations from price to value by designing purposeful experiences aligned with business objectives and revenue impact.

This position is an onsite role at the Irving, TX Experience Center.

How You Will Impact Smurfit Westrock

Experience Center & Customer Engagement:

Plan, coordinate, and execute customer visits, executive briefings, tours, workshops, and internal events at the Experience Center.

Partner with Sales, Marketing, Operations, and Innovation teams to tailor experiences based on customer segment, industry, and business objectives.

Conduct pre-visit research on customers to customize agendas, visuals, demos, and talking points.

Serve as the primary on-site point of contact during visits, ensuring seamless execution and a high-quality guest experience.

Supports KPI\u2019s tracking.

Design, Visuals & Storytelling:

Support creation and curation of physical and digital assets including presentations, one-pagers, samples, mock-ups, and room layouts.

Ensure all Experience Center visuals align with brand standards, messaging, and strategic narratives.

Project & Event Management:

Manage multiple projects and events simultaneously, balancing timelines, stakeholders, and priorities.

Coordinate logistics including room setup, catering, materials, shipping, sample management, and vendor support.

Maintain and manage the Experience Center calendar, ensuring visibility and alignment across teams.

Support internal trainings, leadership meetings, and cross-functional workshops hosted at the EC.

Operations & Facility Management:

Oversee day-to-day Experience Center operations, including inventory, supplies, mail, administrative tasks, and space readiness.

Partner with IT, and external vendors to ensure the space is functional, polished, and visitor-ready at all times.

Support budget tracking and purchasing for Experience Center needs.

Cross-Functional Collaboration & Communications:

Support internal communications related to Experience Center activities, visits, and programming.

Capture feedback and insights from visits to help continuously improve the Experience Center experience.

What You Need to Succeed

Bachelor\u2019s degree in Marketing, Communications, Design, Business, or related field.

2-5 years of experience in event planning, customer experience, marketing coordination, communications, or project management.

Strong organizational and time-management skills with the ability to juggle multiple priorities.

Creative mindset with an eye for design, storytelling, and detail.

Comfortable working cross-functionally and engaging with stakeholders at all levels, including leadership and customers.

Experience with tools such as PowerPoint, Canva, Adobe Creative Suite, Microsoft Office, or similar platforms preferred.

Ability to work on-site and support occasional extended hours during customer visits or events.

What We offer:

Corporate culture based on loyalty, integrity & respect.

Comprehensive training with numerous learning and development opportunities

An attractive salary reflecting skills, competencies and potential

A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work

Smurfit Westrock (NYSE:SW) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose: Innovate Boldly. Package Sustainably. Guided by our values of safety, loyalty, integrity, and respect, we use leading science and technology to move fiber-based packaging forward.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

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