Sr. Customer Experience Manager

2 months ago

Middlebury, United States Jayco, Inc. Full time

Purpose: this position exists to manage and support company goals and initiatives in the areas of Shows, Events, Training, and Photo/Video.


Essential Functions:

  • Plans, schedules, organizes, coordinates, executes and monitors various annual external facing events.
  • Negotiate and contract with vendor/suppliers for best arrangements within budget.
  • Manage all tradeshow and event services and vendors including event service orders, registration lists, housing lists, audio visual orders, room set-ups, cleaning, foliage, shipping, printing, meeting materials, catering/menus and more.
  • Is a member of the Core Marketing Management Team, working with all marketing disciplines in the organization and outside agencies to accomplish objectives.
  • Work closely with Operations and Transportation to ensure event and product logistic and setup is handled effectively.
  • Create agenda, supply advance materials, and complete follow-up for briefings and events.
  • Reconcile event cost center budgets and providing future event budget estimates.
  • Manage project timelines for events deliverables, including those that involve outside vendors, and multiple teams.
  • Manages various ad hoc programs and monitors program metrics.
  • Manages Dealer in person and virtual training programs, in coordination with the relevant sales and service teams.
  • Selects, develops and supervises Corporate Brand Ambassador and Photo/Video personnel and related activities. Manages PT and temporary employees assigned to assist with events.
  • Excellent attention to detail
  • High-level organizational and time management skills


Experience/ Knowledge:

  • Bachelor’s degree or the equivalent required.
  • Requires Marketing background.
  • Event management experience preferred.
  • RV industry or similar experience desired.
  • Proficiency in Microsoft Office Suite
  • Preferred prior experience in AX or D365 ERP, Adobe Creative Suite, CVENT & Wrike Project Management or similar software.
  • Desired prior experience working with and/or management of training programs and photo/video projects.


Necessary Skills & Abilities:

  • Self-starter with demonstrated successful project management skills & management of retail and/or trade show experiences.
  • Ability to coordinate event logistics, administration including tracking expenses related to events while adhering to business critical deadlines.
  • Ability to travel to events, scout potential event sites, visit customers and additional trips as needed.
  • Critical thinking ability, problem solving, sensitivity, inductive reasoning skills, and organizational awareness.
  • Strong communication and collaboration skills while contributing to organizational effectiveness and productivity by acting and communicating in a manner to foster good working relationships.
  • Ability to work independently as a self-starter
  • Demonstrate strong organizational skills with the ability to prioritize multiple projects efficiently and simultaneously in a fast-paced environment, and manage timeline to meet tight deadlines.
  • You will need to work with cross-department and cross-function teams.
  • Must display professionalism in all interactions and the ability to maintain a positive attitude throughout.
  • Bring energy, creativity, and new ideas to contribute to a successful team.
  • Must comply with all safety policies, practices and procedures.


Work Requirements:

  • This position may require sitting, standing, working in front of a computer monitor in an office setting approximately 50% of the day.
  • Requires ability to travel of up to approximately one week per month on average.
  • Regularly required to sit, stand, walk, and stoop, kneel, or crouch; use hands to fingers, handle or feel objects, tools, or controls; and reach with hands and arms.
  • Must be able to frequently lift and move up to 25 pounds.
  • This position is a full-time position, which may require some flexibility in hours & days worked (including weekends and evenings, as needed).
  • Management reserves the right to assign or reassign duties and responsibilities to this job at any time.


Jayco offers a generous benefits package including:

  • (2) Medical Insurance plan options, HSAs, and FSAs
  • Family Care Clinic for employees and dependents enrolled in a Jayco medical plan (IN only)
  • Dental Insurance
  • Vision insurance
  • Disability and Life Insurance
  • 401k plan with an annual discretionary match
  • Wellness Benefits
  • On-site Fitness Center access (IN only)
  • Health Clinic for employee use (IN only)
  • Employee Assistance Program (EAP) Benefits

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