Customer Engagement Manager

Job title:

Customer Engagement Manager

Company:

Amcor

Job description

Position Job Title: Customer Engagement Manager – CatalystTMCompany: Amcor Flexibles Europe, Middle East & Africa (AFEMEA)Function: Amcor Innovation Center – EuropeLocation: Gent, BelgiumReporting line: Marketing Innovation ManagerWork contract Legal Entity: Amcor Flexibles GentContract Details: Permanent positionExpected hiring date: 1st September 2024JOB PURPOSEThe Customer Engagement Manager is responsible for the customer experience at the Amcor Innovation Center Europe (AICE). The role’s primary objective is to deliver organic growth by driving collaborative innovation with customers, more specifically by, making AICE the go-to place, by introducing the CatalystTM approach , and by delivering best in class and memorable customer experience.The Amcor Innovation Center Europe, located in Ghent (Belgium), is the latest addition to the Amcor Innovation Centres in North America (Neenah, Wisconsin), Latin America (Sao Paulo, Brazil) and Asia Pacific (Jiangyin, China).ABOUT CATALYSTTMThe Amcor Innovation Center Europe is home of the new CatalystTM Team. The CatalystTM approach is a unique way to collaborate – at every stage of our customers’ innovation journey. It allows us to share our knowledge, expertise, technologies and processes so that we can work together to create better solutions, faster.The Customer Engagement Manager is a new role that needs to be shaped. The manager will have the ability to influence how that role evolves, setting up processes and best in class standards.ROLE DIMENSIONSTotal investment of the AICE is
22M Euros, with a big focus on the Customer Engagement Center. The Customer Engagement Center Manager is expected to maximize the return on investment by delivering high volume & quality of collaboration events.

• Up to 100 customer visits per year, individual events from 2 to 25 participants, and many (senior) internal Amcor visits
• Take ownership on continuous improvements and maintenance of the Customer Engagement Center facility. Initiate improvements, make the case for change and influence relevant stakeholders
• Manage operating budget for Customer Engagement

PRINCIPAL ACCOUNTABILITIES

• Manage AICE schedule, demonstrating agility and flexibility

• Be the first point of contact for any customer visits to AICE, define scope of event and then identify and involve relevant stakeholders accordingly
• Build agenda for each visit, coordinate overall presentation of the day, align storyline and talking points with internal stakeholders
• For events within accountability:
• Customer Meetings and AICE Discovery Tours: from the organisation to leading the tours that showcase our innovation, Amcor’s portfolio and manufacturing capabilities
• Amcor University educational program for customers: from the organisation, the coordination with the Amcor Technical Experts to the hosting of the event
• Catalyst™ Events including facilitating in-house consumer research: from the update of the product displays to visitors’ needs to the management of the sample’s repository
• Board of Director and Senior Leadership meetings: from the event set-up, tear down, and follow-up processes, to liaising with vendors, catering, and stakeholders. As well as conducting final inspections on the day of the event, to ensuring everything adheres to the client’s standards

• For all events, create a positive, relaxed atmosphere where guests can enjoy themselves.
• Assess events’ overall success and submit findings for reporting and customer excellence
• Lead and manage the Customer Engagement Team (1 direct report)
• Manage budget for events, catering, give-aways and customer entertainment
• Collaborate with international stakeholders located in Europe and other geographies, building remote and face-to-face connections.
• Drive AICE brand equity by supporting impactful communication campaigns

MAJOR CHALLENGES & COMPLEXITIES

• Manage a packed visit schedule, be organized and agile, always adapting to customer needs
• Create best in class hospitality practices and culture during AICE events and visits
• Develop a good knowledge of Amcor’s product portfolio and the breadth of our capabilities
• Provide outstanding service for the senior leadership visits (Amcor Board of Directors, Amcor Leadership, AFEMEA Leadership) and going the extra mile to showcase AICE values
• Seek the continuous improvement of the AICE infrastructure and services
• Support the Innovation Marketing Manager with the CatalystTM approach
• Manage the Customer Engagement Team and develop 1 direct report

QUALIFICATIONS / REQUIREMENTS1. Formal Qualifications and Experience

• Bachelor’s in Business Management or Communications / professional or other relevant education
• IT Savvy (MS Office, Virtual Conferencing Tools and other)
• Proven track record of event organization such as conferences, corporate events, hospitality
• Experience in people management
• Strong experience in customer excellence
• Fluent English, and advanced level of Dutch is a benefit

2. Specific Skills and Abilities

• Excellent organization skills, especially in agenda management, prioritizing and multitasking, anticipating problems, and agility to deal with changing schedules and demands
• Strong (internal) stakeholder management and collaboration skills
• Interest in consumer trends and consuming habits, and FMCG customer needs
• Tech. Savvy – Ability to lead tours including short presentation of product portfolio on display
• Ability to coordinate and engage teams. Being hands-on with a lean team
• A charming demeanor and positive attitude, being approachable, finding passion in delivering best in class hospitality
• Outstanding written and verbal communication skills
• Good network of entertainment facilities around Gent is a strong asset
• Flexibility to host entertainment after standard working hours (approx. 15 evenings a year)

WHAT WE OFFER

• Be part of a passionate and collaborative team that shares in the camaraderie of the journey as well as achievements
• Be based at the core of our growth engine, our beautiful Amcor Innovation Center Europe
• Opportunity to work with a global leader in sustainable packaging solutions
• Opportunities for career growth and development

ABOUT AMCORAmcor is a global leader in developing and producing responsible packaging for food, beverage, pharmaceutical, medical, home- and personal-care, and other products. Amcor works with leading companies around the world to protect their products and the people who rely on them, differentiate brands, and improve value chains through a range of flexible and rigid packaging, specialty cartons, closures, and services. The company is focused on making packaging that is increasingly light-weighted, recyclable and reusable, and made using a rising amount of recycled content. Around 47,000 Amcor people generate US$12.5 billion in sales from operations that span about 230 locations in 40-plus countries. NYSE: AMCR; ASX: AMC| | | |ABOUT AMCOR FLEXIBLES EUROPE, MIDDLE EAST & AFRICA (AFEMEA)With more than 55 plants in 22 countries, Amcor Flexibles Europe, Middle East and Africa (AFEMEA), a division of Amcor, is a market leader and the world’s largest supplier of flexible packaging. We deliver innovative packaging solutions and provide enhanced quality products for the food, beverage, pharma, personal care, medical and industrial markets. Its award winning approach towards sustainability makes AFEMEA the preferred partner for customers looking for responsible packaging solutions. Our innovation center is based in Ghent, Belgium.Are you interested?Apply to this opportunity by clicking on the link below and get to know a global leader Company!Amcor is a global leader in developing and producing responsible packaging solutions for food, beverage, pharmaceutical, medical, home and personal-care, and other products. Amcor works with leading companies around the world to protect their products and the people who rely on them, differentiate brands, and improve supply chains through a range of flexible and rigid packaging, specialty cartons, closures, and services. The company is focused on making packaging that is increasingly lighter weight, recyclable and reusable, and made using an increasing amount of recycled content. In fiscal year 2022, 44,000 Amcor people generated $15 billion in annual sales from operations that span 220 locations in 43 countries. NYSE: AMCR; ASX: AMC

Expected salary

Location

Gand, Flandre-Orientale

Job date

Sun, 25 Aug 2024 07:58:49 GMT

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