Customer Experience & Events Manager, Troup County

Interface•LaGrange, GA

25d•Hybrid

About The Position

Interface is seeking a Customer Experience & Events Manager for our Troup county (LaGrange, GA) location who will be responsible for leading the planning, management, and delivery of innovative, inspiring, and memorable customer experiences for a purpose-driven company. This role serves both internal and external customers and ensures alignment with our sales and marketing strategy. As an integral part of the sales process, this position requires close collaboration with account executives, sales leadership, and senior leadership to shape and execute impactful experiences at our facilities. A successful candidate would have the innate creative capacity to craft thoughtful hospitality experiences, have a proven track record of next-level organization, have a passion for building relationships and is internally motivated to constant evolution and improvement. In the primary function of customer experience planning, the manager will partner with our internal customers to define the strategy, create a customized experience plan and then schedule and execute in partnership with internal experts, business leaders and other members of the marketing team based on the scope of the visit or event, in person or virtual. This likely includes but is not limited to: Shared r esponsibility for the Customer Experience (CX) team calendar and ongoing management of support requests, budgeting and approval process via Salesforce CRM. Prioritization, scheduling and coordinating customer visits or event support for sales or marketing-led events (mill visits, summits, promotional events, tradeshows, sales meetings and other priority customer-engagement activities). All logistics coordination – transportation, lodging, catering, recreation – and management of internal and some external communication. That may include phone or email follow up, digital invites, app set up and management, surveying and more. Be accountable for bringing ideas to the table when planning any event, not just execute the status quo; creativity is required, not preferred. Coordinate subject matter experts, internal teams and vendors to deliver a curated customer experience; creating, communicating and managing the agenda. Establish and maintain relationships across departments with our key subject matter experts and resources; absorb internal knowledge and brand stories and continuously consider updates and improvements to the information shared with customers. Be the on-site contact prior to and during visits or events, actively managing and ensuring that all is well executed, meets or exceeds expectations and adheres to schedule. Support any miscellaneous needs or changes throughout. Managing all event and visit costs to a pre-established budget, and reconciling all expenses. Working with Customer Experience counterparts, implement and execute a consistent process for gathering feedback, insights and measuring the success of experiences. Use insights to inform future event plans through a lens of continuous improvement. Maintain a high standard of communication with stakeholders, vendors and participants/attendees at each stage of planning, as deemed appropriate by the situation, and to meet or exceed customer expectations every day. Manage the integrity of the Interface experience, brand and values across all of our facilities in Atlanta and Troup County, as well as remotely or virtually. Manage the stocking, cleaning and necessary vendors for the Interface guest house and facilities.

Requirements

Bachelors Degree
A degree in Business Administration, Marketing, Travel and Tourism, Design or related field
A minimum of 3 years event experience preferred
Experience managing events, or other customer experiences independently.
Customer-centric attitude; a desire to create and nurture relationships inside and outside the organization.
Outstanding communication skills, verbal and written.
A willingness and the flexibility to, as needed, work behind the scenes or to be at the forefront to lead or navigate customer conversations.
A highly adaptable person with ability to think on their feet.
Must be detail-oriented and highly organized.
Ability to manage numerous projects simultaneously with a high degree of accuracy is a must.
Knowledge of and experience with audio visual equipment for meetings and events; overall comfort with technology.
Microsoft Office knowledge and experience (Word, Excel, PowerPoint).
Maintain housekeeping
Comply with safety rules and environmental regulations
Be aware of departmental Material Safety Data Sheets (MSDS)
Perform other duties as assigned
Lifting up to 40 lbs.

Nice To Haves

Interest and/or certifications in sustainability or related topics a strong benefit

Responsibilities

Shared r esponsibility for the Customer Experience (CX) team calendar and ongoing management of support requests, budgeting and approval process via Salesforce CRM.
Prioritization, scheduling and coordinating customer visits or event support for sales or marketing-led events (mill visits, summits, promotional events, tradeshows, sales meetings and other priority customer-engagement activities).
All logistics coordination – transportation, lodging, catering, recreation – and management of internal and some external communication. That may include phone or email follow up, digital invites, app set up and management, surveying and more.
Be accountable for bringing ideas to the table when planning any event, not just execute the status quo; creativity is required, not preferred.
Coordinate subject matter experts, internal teams and vendors to deliver a curated customer experience; creating, communicating and managing the agenda.
Establish and maintain relationships across departments with our key subject matter experts and resources; absorb internal knowledge and brand stories and continuously consider updates and improvements to the information shared with customers.
Be the on-site contact prior to and during visits or events, actively managing and ensuring that all is well executed, meets or exceeds expectations and adheres to schedule. Support any miscellaneous needs or changes throughout.
Managing all event and visit costs to a pre-established budget, and reconciling all expenses.
Working with Customer Experience counterparts, implement and execute a consistent process for gathering feedback, insights and measuring the success of experiences. Use insights to inform future event plans through a lens of continuous improvement.
Maintain a high standard of communication with stakeholders, vendors and participants/attendees at each stage of planning, as deemed appropriate by the situation, and to meet or exceed customer expectations every day.
Manage the integrity of the Interface experience, brand and values across all of our facilities in Atlanta and Troup County, as well as remotely or virtually.
Manage the stocking, cleaning and necessary vendors for the Interface guest house and facilities.