Event & Customer Experience Manager

First Supply

  • Madison, WI
  • Permanent
  • Full-time
  • 2 hours ago
OverviewFirst Supply is seeking a dynamic Event & Customer Experience Manager to lead the strategy, planning, and execution of high-impact company events and customer incentive experiences. This role blends behind-the-scenes logistics mastery with front-facing charisma—serving as the energetic, professional face of our brand. The ideal candidate thrives in fast-paced environments, excels at building relationships, and brings creativity, precision, and confidence to every event. If you’re passionate about creating unforgettable experiences and engaging with customers in meaningful ways, we’d love to meet you.ResponsibilitiesEvent Planning & Execution
  • Plan, organize, and execute customer incentive trips, appreciation events, and company-hosted gatherings from concept through completion.
  • Manage logistics including venue selection, travel arrangements, accommodations, dining, excursions, entertainment, and on-site coordination.
  • Develop event concepts and themes aligned with corporate branding and objectives.
  • Create detailed event timelines and ensure all elements are executed on schedule.
  • Manage on-site operations including setup, registration, and troubleshooting.
Customer Engagement & Experience
  • Be the “life of the event”—a visible, approachable, and engaging representative of the company.
  • Lead as the program’s central point of contact, delivering exceptional participant experiences and ensuring challenges are resolved quickly and effectively.
  • Act as the on-stage and on-site host, not afraid to speak confidently in front of groups of hundreds.
  • Create a welcoming, fun, and professional atmosphere that makes customers feel valued and connected to the brand.
  • Ensure events/trips meet compliance, safety, and risk management standards.
  • Gather customer feedback to measure success and improve future programs.
Vendor & Budget Management
  • Source and negotiate contracts with vendors, hotels, airlines, transportation companies and entertainment providers.
  • Build and maintain vendor relationships and evaluate performance post-event.
  • Manage event budgets, track expenses, and ensure cost-effectiveness while maintaining exceptional quality.
  • Monitor participation, sales lift, and overall performance of customer incentive programs.
  • Track earnings and reward achievement levels, ensuring accuracy and transparency in reporting.
  • Develop dashboards, reports, and post-event analyses that clearly demonstrate program effectiveness and ROI.
Stakeholder Collaboration
  • Partner with sales, marketing, and leadership teams to align events with business objectives and customer incentive strategies.
  • Collaborate with creative teams to develop branded event materials, itineraries, and communications.
  • Conduct post-event debriefs and gather feedback for continuous improvement, including providing updates, reports, and presentations to stakeholders on program progress and results.
Qualifications
  • Bachelor’s degree in Event Management, Hospitality, Business Administration or related field.
  • 3+ years of experience in corporate event planning/or corporate travel management.
  • Proficiency in event management tools, CRM platforms, and Microsoft Office Suite (experience with HubSpot or similar a plus).
  • Strong public speaking and presentation skills, with the ability to engage large audiences confidently.
  • Outgoing personality with natural charisma and energy; comfortable being the center of attention when needed.
  • Strong analytical skills with the ability to translate program performance and customer participation data into clear business insights.
  • Excellent organizational and multitasking skills with keen attention to detail.
  • Strong communication, relationship building, and negotiation skills.
  • Knowledge of global travel logistics, passport/visa requirements, and group travel arrangements.
  • Ability to travel up to 30% of time, domestically and internationally.
First Supply, family-owned and operated for over 125 years, offers its employees a great benefits package including; medical, dental, vision, 401(k) with company match, PTO, company paid holidays, on demand pay, education assistance, adoption assistance, and more!About First SupplyFirst Supply® is a leading main channel wholesale distributor, providing industrial customers and building contractors with an extensive line of products and services. We offer a wide range of manufacturer product lines across the plumbing, heating, air conditioning, builder, waterworks, pump/well & septic, industrial, and municipal markets. Headquartered in Madison, Wisconsin, First Supply has more than 700 employees across 29 operating facilities serving Wisconsin, Minnesota, Iowa, Illinois, and Michigan.First Supply also owns and operates 18 Kitchen & Bath Stores across five Midwestern states under the Gerhard's Kitchen, Bath & Lighting and KOHLER® Signature Store by First Supply brands. Gerhard's is the largest, most versatile kitchen and bath store in the Upper Midwest, offering a wide variety of styles—from contemporary to traditional—along with unmatched service. The KOHLER Signature Stores are immersive kitchen and bath showrooms that provide a distinguished experience where designers and homeowners can get hands-on with hundreds of exclusive KOHLER products.With a 128-year legacy and a people-first culture, First Supply is committed to building a workplace where employees feel valued, supported, and inspired to grow their careers. That commitment has earned national recognition, including a spot on USA Today’s 2024 Top Workplaces in the USA, as well as honors as a Woman-Led Top Workplace and an Industry Top Workplace for Distribution.First Supply LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

First Supply