Customer Experience Programs Specialist

Customer Experience Programs Specialist

Location:

Deerfield Beach, FL - Onsite with 1 remote day a week

Shift: M-F at 8:30am to 5:00pm

Reports to:

Customer Experience Manager

Polyglass is a leading manufacturer of roofing and waterproofing solutions, committed to quality, innovation, and customer satisfaction. We take pride in delivering exceptional products and services while fostering a collaborative and customer-focused culture.

The Customer Experience Programs Specialist is responsible for the planning, coordination, execution, and evaluation of customer events and sponsorship activities. This position manages customer events from initial planning through post-event debrief, including venue selection, vendor management, budgets, contracts, and on-site activities. The position also manages incoming sponsorship requests, conducts customer satisfaction and engagement activities, analyzes event performance data, and prepares post-event performance reports for senior leadership.

Customer Event Management:

• Project/Event Management leading the end-to-end planning, scoping, coordination, execution, and after-action debrief for customer events, including Strategic Customer Trips, Round Tables, customer appreciation events, and national meetings.
• Conduct site visits to evaluate potential venues and make final recommendations and decisions on event locations.
• Select vendors and manage vendor activities, including hiring and terminating vendor relationships.
• Partner with the department head and direct manager as part of the budget approval committee for each event.
• Review, negotiate, and approve all vendor contracts.
• Be responsible for all on-site activities and have the ability to make real-time decisions as necessary for the success of the event, including changing and managing vendors and vendor activities.

Sponsorship Program Management:

• Review and manage all incoming sponsorship requests from the sales team, including budget approval/management and event management activities.
• Conduct customer satisfaction and engagement activities to determine ROI and event effectiveness.

Reporting and Analytics:

• Analyze event performance data to determine trends, insights for improvement, and approve potential opportunities for future events.
• Create, review, and approve all post-event performance reports prior to presenting to senior leadership.

• Minimum of 3 years of experience in event marketing, loyalty marketing, or customer engagement roles.
• Strong project management skills with demonstrated success in managing budgets, vendors, and timelines.
• Experience with event management platforms.
• Ability to travel for site visits and on-site event management.
• Strong communication, collaboration, and problem-solving skills.

• Experience managing customer loyalty or rewards programs.
• Proficiency with marketing tools such as Hub Spot, Salesforce Marketing Cloud, or similar platforms.
• Ability to manage multiple projects simultaneously in a fast-paced environment.

• Minimum of 25–30% travel, which includes domestic and international.

• A FREE health-plan option for employees or premium costs far below industry averages
• 401(k) plans with a company match at 6% - far more free money than most plans in the market
• Tuition Reimbursement. Earn a degree with up to 100% reimbursement on tuition!
• Student Loan Assistance
• Paid time off
• 10 paid holidays
• Dental and vision plans
• Gym membership reimbursement and more!

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