Responsibilities

• Lead and facilitate immersive customer tours that bring the Trane and American Standard brands to life.
• Serve as the primary ambassador for the tour program, delivering engaging experiences that strengthen customer trust and emotional connection.
• Align tour messaging with brand value propositions, product strategies, and key business priorities.
• Design and continuously enhance customer tour journeys that support purchasing decisions and long-term brand loyalty.
• Gather customer feedback and insights to improve the tour experience and identify new opportunities for engagement.
• Position the tour program as a strategic marketing channel that drives dealer engagement, growth, and advocacy.
• Connect tour experiences to broader customer engagement and learning strategies that reinforce product knowledge and business growth.
• Partner with Marketing, Sales, Product Management, and Training teams to align customer experiences with key initiatives and business priorities.
• Leverage customer engagement tools and platforms to deliver targeted follow-up communications, educational content, and learning experiences.
• Reinforce product positioning, differentiation, and value messaging that increases customer confidence and strengthens brand preference.

Requirements

• Bachelor's degree in Marketing, Communications, Business, Education, or a related field.
• 3+ years of experience in marketing, customer engagement, event management, learning and development, or a related discipline.
• Experience managing cross-functional projects and collaborating with multiple stakeholders.
• Strong presentation, facilitation, and storytelling skills with the ability to engage diverse audiences.
• Demonstrated ability to build relationships and influence across teams and organizational levels.
• Strong organizational, project management, and problem-solving capabilities.
• Ability to analyze data, identify trends, and make recommendations for continuous improvement.
• Proficiency with Microsoft Office and customer engagement or marketing platforms.
• Willingness to travel as business needs require.

Preferred

• Experience developing and delivering customer-facing experiences, tours, events, or training programs.
• Experience supporting dealer, distributor, or channel partner engagement programs.
• Familiarity with marketing automation, customer journey mapping, or customer segmentation strategies.
• Knowledge of HVAC, manufacturing, or technical products is a plus.
• Strategic thinking and business acumen.
• Customer-centric mindset with a passion for delivering exceptional experiences.
• Strong communication, storytelling, and facilitation skills.
• Relationship building and influence without authority.
• Operational excellence and attention to detail.
• Innovation and continuous improvement mindset.