Marketing Manager, Customer Engagement – Americas

Interface•LaGrange, GA

23h•Hybrid

About The Position

Interface is a global flooring solutions company and sustainability leader, offering an integrated portfolio of carpet tile and resilient flooring products that includes Interface® carpet tile and LVT, nora® rubber flooring, and FLOR® premium area rugs for commercial and residential spaces. Made with purpose and without compromise, Interface flooring brings more sophisticated design, more performance, more innovation, and more climate progress to interior spaces. A decades-long pioneer in sustainability, Interface remains “all in” on becoming a restorative business. Today, the company is focusing on carbon reductions, not offsets, as it works toward achieving its verified science-based targets by 2030 and its goal to become a carbon negative enterprise by 2040. 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. The role is the driving force behind the moments that connect people to the Interface brand, values and purpose, and leads a talented team of event and experience professionals who embody Interface’s culture of creativity, partnership, and purposeful design. The Marketing Manager, Customer Engagement owns the customer experience operating framework—people, process, technology, data, and measurement—to ensure every interaction aligns to commercial priorities, strengthens our brand, and fuels long‑term growth. This leader will shift the customer experience function from event execution to intentional, insight‑driven customer engagement, creating clarity, consistency, and accountability across teams. This person will partner closely with Sales, Marketing, Sales Operations, Customer Success, Manufacturing, HR, and Facilities to design experiences that are purposeful, scalable, measurable, and unmistakably Interface.

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

Nice To Haves

Strong background supporting complex, field‑based, sales‑driven organizations is a plus.

Responsibilities

Customer Experience Strategy & Governance 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.
Experience Design & Delivery Oversee high‑impact customer engagements including visits to facilities in Atlanta, LaGrange, West Point, Pine Mountain and other strategic locations.
Ensure experiences are designed with clear objectives, defined audiences, intentional narratives, and measurable outcomes in addition to logistics.
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.
Process, CRM & 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.
Data, Analytics & Performance Measurement 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.
Team Leadership & Organizational Design Lead, develop, and empower a geographically distributed Customer Experience & Events team.
Assess 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.
Cross‑Functional Leadership & Influence 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.
Internal Engagement & Brand Stewardship Support new‑hire onboarding, sales training, and internal engagement initiatives that bring Interface’s brand, values, and purpose to life.
Serve as a brand steward and ambassador, ensuring internal and external experiences consistently reinforce Interface’s market position and culture.