Marketing and Customer Experience Manager

Fortinet; Chicago (IL); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Marketing Customer Experience Manager who thrives in fast-paced environments. This role involves driving innovative event experiences, whether virtual, in-person, or hybrid, and demands creativity, collaboration, and strong communication skills. The successful candidate will manage logistics, engage with stakeholders, and ensure events align with business objectives. If you are passionate about marketing and eager to make a measurable impact through exceptional event management, this opportunity is perfect for you.

Qualifications

• 3-5 years of experience in event and trade show management.
• Strong communication skills with attention to detail.
• Experience in virtual event management.

Responsibilities

• Drive innovative, data-driven event experiences post-pandemic.
• Design creative and inspired event experiences.
• Deliver flawless implementation of event operations.

Skills

Event Management

Project Coordination

Creative Strategy Development

Data Analysis

Communication Skills

Collaboration

Education

Bachelor's Degree

Tools

Event Management Software

Streaming Platforms

Registration Tools

Project Management Tools

Job description

We are looking for an experienced, professional, Marketing Customer Experience Manager to support the development, execution, and continuing improvement of marketing programs, tactics and plans that support the business objective. This high-visibility role enables you to collaborate with all levels and groups across the organization, while also being hands-on in bringing every event, whether virtual, in-person or a combination of both, to life.

What you'll bring

• Three (3) to Five (5) years' experience in event and trade show management


• Manages execution of customer experiences, such as: creative projects, events, and community engagement efforts


• Coordinates logistics for all owned events, including registration and attendee tracking, presentation and materials support and pre- and post-event follow-up coordination


• Coordinates facility, exhibit set-up, equipment, and catering requirements


• Experience in virtual event management


• Tracking project outcomes including list management and upload into appropriate systems and outcomes by each campaign


• Ability to work collaboratively and act independently


• Creative strategies for generating actionable leads at key trade shows


• Comfortable attitude developing and managing timelines, budgets, briefs, project plans, etc.


• Understanding of the key drivers of successful event execution in digital, physical, and hybrid mediums including broadcast experience


• Ability to demonstrate how events align with and make an impact on Fortinet's key business drivers


• Experience using the latest event technologies, including streaming platforms, registration and participant management platforms, agenda management tools, recording and editing tools, event promotion tools, project and resource management tools, and tools for live event engagement (polls, Q&As, etc.).


• Polished skills to work in a highly matrixed environment and influence outcomes at all levels of the organization


• Enthusiasm to thrive in an environment of rapid change, moving targets, limited resources, and cross-functional dependencies


• Fanatic excitement for all things events

How you will succeed

• Drive innovative, data-driven event experiences in the new world (post-pandemic) of events (trade show, conferences and virtual)


• Design creative and inspired event experiences that impress and engage our audiences, including concept, vision, communication strategies that leads to registration, event tech, logistics, and budgeting


• Develop and foster stakeholder trust by initiating and nurturing strong cross-functional partnerships


• Deploy proven strategies for best-in-class event design, whether in-person, virtual or hybrid


• Deliver flawless implementation of event operations with teammates, partners, and stakeholders


• Direct resources to deliver against competing event schedules. Identify and problem solve resourcing risks.


• Develop and own relationships with internal stakeholders, agencies, and vendors to ensure best-in-class work is consistently delivered.


• Demonstrate measurable business impact based on the goals outlined for each experience.


• Decipher post-event analytics and data into recommendations for best practices.


• Stay ahead of the latest experiential innovations in the industry.

This is an exciting opportunity for an Marketing Customer Experience Manager, with proven skills for keeping engagement levels high in a fast-paced environment, and driving results through collaboration, resourcefulness, and teamwork. A successful candidate will have comfort with ambiguity, strong conceptual thinking, interpersonal and organizational skills, excellent written communication skills, and a demonstrated work ethic.

The role requires a strong ability to drive outcomes and to cultivate differences by welcoming diverse perspectives and solutions. This position will work on confidential and sensitive projects, requiring discretion and good judgment.

What it takes:

• Experience with event planning (minimum of 3 years), including trade shows, conferences, and online/virtual events.


• Works well with all levels, from wait staff to executives.


• Able to conceptualize the experience of an event and then bring it to life


• Desire to gain customer event experience


• Strong communication skills with attention to detail


• Independent thinker, self-starter and passionate about marketing


• Bachelor's degree or equivalent experience required


• 40% travel