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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 (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 integrity, respect, accountability and excellence, we use leading science and technology to move fiber-based packaging forward.

Smurfit Westrock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. Smurfit Westrock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.