Description & Requirements 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.

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 requiredBachelor's degree (design, technical, business, engineering)5+ years' experience in design and or technicalExcellent interpersonal & communication skills (verbal and written), dealing with individuals at all levels; comfortable to represent the company in the best possible lightHigh energy, with the ability to work in fast-paced environmentProven leadership skills and ability to motivate & develop both senior and junior level staff Proficient in Microsoft Office (advanced excel), and design programsSelf-motivated and committed individual, strong work ethicExcellent analytical skills, methodical approach and commercial acumenAbility to work with various departments (sales, operations, finance) to resolve challengesCapable of building strong relationships internally and externally (e.g. key customers etc.)Able to drive team to continuously improve processes and foster good working relationshipsCapable of stepping back and let the direct reports handle day to day issues with their teamsAbility to effectively engage internal and external Customers during the lifecycle of a product/projectAbility to work against strict deadlines and deliver on timeCapable of prioritizing various tasks among teamProvide 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

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.