Marketing Manager, Customer Engagement

About the role

The Marketing Manager, Customer Engagement – Americas is a strategic leader responsible for defining and evolving Interface’s end-to-end customer experience, with a core focus on Georgia-based mill visits, hosted customer programs, and on-site engagements that bring the brand, products, and manufacturing story to life.

Responsibilities

• Define and own the Americas customer engagement and experience strategy, aligned to sales growth priorities, marketing objectives, and Interface’s purpose and sustainability commitments.
• Establish a clear vision, operating model, and engagement framework that governs how customer interactions are planned, delivered, and measured across the region.
• Serve as a strategic advisor to sales and marketing leadership, ensuring customer engagement investments drive relationship depth, pipeline influence, and brand preference.
• Oversee high-impact customer engagements including visits to facilities in Atlanta, LaGrange, West Point, Pine Mountain and other strategic locations.
• Leverage subject-matter experts, facilities, and regional assets strategically to deliver differentiated, insight-led customer experiences.
• Maintain executive-level standards for quality, hospitality, brand expression, and operational excellence.
• Design, implement, and continuously optimize scalable experience and event processes, from intake and prioritization through execution and follow-up.
• Partner with sales enablement on the CRM engagement workflow for customer experiences, ensuring accurate data capture, visibility, and alignment with sales processes.
• Integrate customer engagement data into CRM, reporting, and performance dashboards.
• Establish clear governance, roles, and decision rights across team members, vendors, internal partners and stakeholders.
• Define success metrics and KPIs for customer engagement, including relationship impact, sales influence, experience quality, and ROI.
• Translate engagement data and insights into recommendations that inform future investments, experience design and resource allocation.
• Provide leadership with regular performance reporting and insights to guide strategic decision-making.
• Lead, develop, and empower a geographically distributed Customer Experience & Events team.
• Audit team structure, roles, and capabilities; recommend and implement organizational changes as needed to support scale, efficiency, and impact.
• Set clear expectations, accountability, and performance standards; coach team members toward strategic thinking and operational excellence.
• Foster a culture of collaboration, continuous improvement, and customer-centricity.
• Act as a connective leader across Sales, Marketing, Manufacturing, Facilities, HR, Customer Success, and Global Built Space teams.
• Coordinate with showroom and facility leaders across the Americas to ensure consistency and alignment.
• Contribute to the Americas Marketing Annual Operating Plan and broader commercial planning efforts.

Requirements

• 7–10 years of progressive experience in customer experience, marketing, sales enablement, or related disciplines.
• Demonstrated success building and leading experience strategies tied directly to business outcomes.
• Strong background supporting complex, field-based, sales-driven organizations is a plus.
• Proven ability to design and govern process and performance measurement frameworks.
• Experience leading and evolving teams through change, scale, or reorganization.
• Highly effective communicator with presence and influence.
• Strategic mindset paired with strong operational discipline and follow-through.

Qualifications & Experience

• Bachelor’s degree in Business, Marketing, or related field.
• Travel approximately 25%, primarily between Atlanta and Troup County, with occasional travel across the Americas.
• Ability to lift up to 40 lbs and support events outside standard business hours as needed.