Hybrid Experience Center Manager bei Smurfit Westrock

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.