Internship & Co-op




Customer Support




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Showroom & Marketing Supervisor

21000406 Requisition #

The Supervisor, Experience Centers is responsible for all local marketing initiatives and activities that conveys brand messages and brand awareness via print or digital platforms and in the experience center.    This position needs to understand, keep up to date with and implement improvements to all processes related to lead distribution and customer qualification for all segments in Northern Illinois and Chicago. Works as a liaison with our corporate team regarding; marketing, customer visits and lead distribution.  Responsible for all building maintenance and operations expenses for experience centers.

  • Build relationships with Northern Illinois and Chicago Management to provide marketing and sales support in the experience centers. 
  • Manage workflow within the experience center that advances the sales process with all potential customers, regardless of business segment.
  • Hire, train, develop, and manage overall performance of the experience centers personnel.  Includes setting objectives and monitoring progress relative to these objectives.
  • Develop and manage the operating budget for the experience centers and Chicago Branch marketing.  Approve all department expenses.
  • Set experience center hours of operation, schedule staffing for appropriate coverage, and maintain facilities by ensuring utilities, services, displays, office supplies, signage, decorations and general aesthetics present a positive image.
  • Responsible for keeping all product, samples and literature up to date in all experience centers.
  • Monitor and complete all stores reporting requirements (cash control, traffic, etc.).
  • Work with landlords regarding lease agreement issues and is a key member of the site-selection committee.
  • Maintains the branch Commercial and Trade information database that includes: customer contact information, sales, bookings, forecasts, and other additional sales and marketing data. 
  • Coordinate and support of tactical (e.g. ABC Days, tent events, Why Pella’s, sports event tickets) marketing and customer relations events.
  • Review and monitor the quality of the experience center support in answering and directing calls and segment identification and qualification is done properly.
  • Manages branch marketing mediums including email newsletters, literature, social media pages, and additional lead generation sources.  Identifying content topics and opportunities for social media posts and Email content for both transactional and informational campaigns. 
  • Deliver customer review results, analyze digital marketing efforts and deliver results to management.
  • Organize, coordinate, and communicate branch specific events with Human Resources (e.g. QTM.)
  • Generates reports for management regarding customer contacts, promo results, ADF & BDF requests for Finance, and other sales initiatives.
  • Works closely with the Trade Sales GM, Trade Sales Manager, and Trade Sales Consultants to provide marketing support tools for lead generation/customer acquisition.
  • Create positive experiences through experience center, marketing material and literature, and digital media that provides new leads and/or continued customer retention.
  • Proactively identify opportunities to enhance and improve the experience for interactive initiatives.  Leverage internal business partner to develop the flow of information that can be used to enhance the experience in phases of the sales and support process.
  • Responsible for managing the subsidiary annual marketing and promotional budget to create maximum benefit to the sales branch.
  • Promotes and facilitates continuous improvement activities in the department
  • Willingness to travel to other experience centers
  • Other tasks as assigned by management


  • Provide superb customer service; ability to relating to and supporting a variety of customers
  • Enjoys working in fast-paced environment with a high sense of urgency
  • Able to work with details, complexity and follow through
  • Results-oriented, self-motivated; Exceptional planning and project management skills; problem-solving and requires analytics skills & general business acumen
  • Able to manage through distractions and stay focused on task at hand
  • Seeks out internal experts and utilizes their knowledge
  • Adaptable to changing processes and priorities
  • High proficiency with Microsoft Office and ability to learn internal software programs and applications


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.   The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and/or Experience:

Bachelor’s degree preferred, 5 years marketing experience in coordinating events, designing marketing collateral in print and digital platforms and 3-5 years management experience leading projects and collaborating with various departments.  Savvy and knowledge of customer lifecycle marketing, including strategy, requirements gathering, best practices in e-mail design, content development, e-mail analytics, and tracking to measure traffic to other web properties.

Computer Skills:

High proficiency with Microsoft® Word, Excel, Outlook, PowerPoint software applications and social media such as Facebook, Linkedin, and Google. Will be expected to develop proficiency in Pella proprietary software (i.e. CRM, PQM, etc.).   Proficient use of interactive advertising, tracking, optimization, analysis, and reporting tools. .  Experience collaborating, presenting and reporting to/with leadership.

Communication Skills:

Excellent verbal and written English language skills are required as well as good public relations, public speaking, and customer service skills.  Ability to read, interpret, understand and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from customers, coworkers and leadership.  Must display excellent phone and email etiquette.  Must be able to present appropriate attitude for the situation when interacting with customers or coworkers. 

Professional Skills:

Must be a team player and exhibit a strong desire to learn and promote self-growth.  Must be pro-active, self-disciplined, self-motivated, and have a demonstrated ability to follow projects through to completion.  Attention to detail is required.  Must be able to develop trust, respect, and confidence of customers, coworkers and managers. Must present in a clean and neat physical appearance.  Must be able to investigate issues and resolve conflict in the best interests of the business and our customers.

Mathematical Skills:

Ability to subtract two digit numbers and to multiply and divide with 10s and 100s.  Ability to perform calculations using units of money, time, measurement, etc.  Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth.  Ability to apply basic concepts of algebra, geometry and general business math.

Physical Demands:

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, type or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to sit, stoop, or crouch. The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  Time commitment required of this position will vary based on business needs.

Work Environment:

Work environment is within the experience center and while it has a typical office environment setup, there is high customer traffic flow. The noise level of this job is typically moderate.


Travel is minimal for this position and the majority is local.  Must be able to drive to experience centers and required company functions at various locations.

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