Visitor Experience Specialist

Specialist, Visitor Experience

The Specialist, Visitor Experience supports the development and execution of Sherwin-Williams visitor experience strategy by translating business priorities, customer interests and corporate narratives into impactful brand engagement opportunities. Reporting through the Visitor Experience function within Corporate Communications, this role partners with internal stakeholders to customize visit content, align messaging and strengthen audience engagement across corporate exhibits and tours.

Leveraging strong communications, storytelling and relationship management skills, the Specialist consults with business leaders to understand visit objectives, identify relevant content and tailor each experience to visitor needs. The role frames exhibit narratives, develops audience-specific messaging, procures relevant display items and delivers visitor experiences in a friendly, business-professional manner that helps strengthen relationships with customers, investors, suppliers, prospective employees and other key stakeholders.

Responsibilities

Designing and Delivering Meaningful Audience Experiences

• Designs customized visitor experiences aligned with audience needs, visit objectives and business priorities.
• Partners with visit requestors and internal stakeholders to understand audience profiles, desired outcomes and measures of success.
• Translates business priorities into engaging, audience-centered experiences that showcase Sherwin-Williams enterprise-wide capabilities, innovation and strategic direction.
• Delivers exceptional experiences during customer, investor, executive and other high-profile visits while serving as a professional ambassador for Sherwin-Williams.
• Provides audience engagement and support throughout the visitor journey and adapts to evolving needs and real-time changes.
• Helps maintain consistent execution and coverage across corporate exhibit spaces within Cleveland and Brecksville, Ohio, locations.

Developing Content, Storytelling and Visitor Experiences

• Develops and maintains visitor-facing content that supports enterprise messaging and reinforces Sherwin-Williams strategic priorities.
• Curates and enhances exhibit content, tour narratives, digital experiences and other visitor engagement tools to maximize audience impact.
• Collaborates with Corporate Communications, business units, leadership teams and subject matter experts to ensure content accuracy, relevance and alignment.
• Identifies opportunities to incorporate new stories, innovations, business priorities and thought leadership into visitor experiences.
• Assists in the development and maintenance of tour materials, exhibit collateral, digital content, experience briefs and other supporting communications resources.

Consulting with Internal Stakeholders

• Serves as a trusted partner to internal stakeholders by recommending visitor engagement strategies that support business goals and audience objectives.
• Facilitates planning discussions with visit sponsors, functional leaders and business partners to align on desired outcomes and experience approaches.
• Identifies potential gaps, risks or opportunities that may impact visit success and recommends solutions.
• Builds strong cross-functional relationships that strengthen organizational support for the Visitor Experience program and related initiatives

Advancing the Visitor Experience Program

• Contributes to the ongoing growth and evolution of the Visitor Experience program through measurement, innovation and continuous improvement.
• Evaluates visitor feedback, stakeholder input and observed outcomes to identify opportunities to enhance experiences, storytelling and audience engagement.
• Recommends improvements to exhibits, content, messaging, processes and visitor engagement techniques.
• Monitors emerging trends in visitor experience, communications and experiential engagement to inform future enhancements.
• Collaborates with key partners, including Events & Resource Management, Security, IT, Catering and other supporting functions, to optimize the overall visitor experience.
• Supports strategic Corporate Communications initiatives, special projects, program resources and knowledge-sharing efforts.

Other Responsibilities

• Assumes additional responsibilities and special projects as assigned.

This position is not hybrid/remote and will be located at our Cleveland Headquarters office.

This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H1-B visa. Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.

Must be eighteen years or older

Qualifications

• Required Qualifications:

  • Keen attention to detail, ability to work independently, strong organizational, interpersonal, listening and speaking skills
  • Writing, editing and public speaking skills with proven proficiency using different styles of message delivery to reflect the nature of the stakeholder, audience and key takeaways
  • Ability to assist internal and external customers in an approachable and welcoming manner
  • Ability to work effectively across all levels of the organization
  • Ability to work cooperatively and effectively as part of a team
  • Ability to multi-task and work well independently and under pressure in a fast-paced environment
  • Reliable attendance and punctuality
  • Bachelor's degree in a related discipline; (e.g., Communication, Marketing, Business, Journalism, English).
  • Must be at least 18 years or older
  • Must be legally authorized to work in the country of employment without now or in the future requiring sponsorship for employment visa status (e.g., OPT, CPT, H1B, EB-1, etc.)

• Preferred Qualifications:

  • Prior experience in museum tours, event planning, hospitality and/or a customer service environment.