Guest Relations Program Manager

Heritage Werks is the heritage agency for sports, brands, and entertainment. We specialize in establishing and maintaining state-of-the-art archival programs and curating compelling content and narratives to fuel interactive experiences, new stadiums, corporate anniversaries, social/mobile content, exhibits, museums, storytelling campaigns, and much more.

The Heritage Werks team combines the expertise of highly trained archivists with brand strategists and communicators who are experienced in working with some of the world’s most respected organizations. We fuel the way organizations connect with customers and communities and how employees connect with each other.

Some of the things you can expect working at Heritage Werks…

• Contributing to a fun, energetic, and entrepreneurial team within a growing company.
• Training and development opportunities to support professional development and career growth.
• High level of autonomy with exposure to a variety of areas and industries.
• A history of proven success that drives the team forward.

POSITION SUMMARY

Are you a master of logistics with a passion for crafting unforgettable experiences? Heritage Werks is looking for a highly organized, strategic, and resourceful Guest Relations Program Manager to lead the design and delivery of exceptional visit and tour programs for our clients—primarily in the pharmaceutical, technology, and innovation sectors.

The Guest Relations Program Manager will be driving force behind high-impact guest relations experiences that inspire and inform. You’ll collaborate with internal teams, client stakeholders, and agency partners to create seamless, engaging programs that leave a lasting impression and support key business goals.

If you thrive in a fast-paced environment, excel at managing complex initiatives, and bring strong leadership and communication skills to the table, we’d love to meet you. This is an opportunity to blend creativity with precision and shape the way top-tier organizations connect with their audiences.

RESPONSIBILITIES

Program Strategy & Development

• Design elevated and scalable guest relations and tour programs tailored to the unique needs of clients in the pharmaceutical, technology, and innovation-driven industries.
• Translate complex business goals into engaging, high-impact experiences that align with brand identity and resonate with target audiences.
• Develop and implement repeatable systems, tools, and playbooks to ensure consistent, high-quality program delivery across all engagements.

Planning & Execution

• Lead the end-to-end planning and execution of corporate visits, stakeholder tours, and executive briefings, ensuring every detail aligns with strategic goals.
• Manage all aspects of logistics, timelines, internal preparedness, and day-of coordination to deliver a seamless, white-glove experience.
• Act as the central point of coordination, aligning cross-functional teams and resources to ensure all program elements come together flawlessly.

Cross-functional Collaboration

• Collaborate closely with Heritage Werks’ cross-functional teams to ensure seamless program development and execution:

o Archivists to preserve and highlight on-site historical artifacts.

o Historians and Creatives to craft compelling, story-driven experiences.

o Communicators to align tour content with brand messaging and strategic narratives.

o Finance to manage program budgets, tracking, and reporting.

o Client Services to ensure alignment with overall client relationship strategies.

o Business Development to conceptualize, brand, and launch new programs and offerings.

• Build strong internal partnerships to drive efficient cross-functional collaboration and execution.
• Source and manage part-time tour guides and full-time heritage advocates who will represent our clients’ brands with poise and integrity.

Agency & Vendor Oversight

• Oversee creative and production agencies tasked with bringing guest programs to life through engaging design, storytelling, and experience execution.
• Manage external service vendors including catering, signage, audiovisual, gifting, and décor to ensure a seamless and elevated guest experience.
• Ensure third-party agency partners and vendors deliver high-quality results on time, within budget, and in line with both client expectations and Heritage Werks’ brand standards.

Measurement & Continuous Improvement

• Track key performance indicators, analyze guest feedback, and compile post-visit insights.
• Share performance findings with internal teams and client stakeholders to inform strategic decision-making.
• Identify opportunities to enhance the guest experience and optimize operational workflows for efficiency and effectiveness.

Requirements

• Bachelor degree in a related field is required.
• A minimum of 5-8 years of experience in guest relations, corporate events, hospitality, special projects or client experience roles.
• Experience supporting clients in pharmaceutical, technology, or related sectors.
• Demonstrated strategic thinking skills with the ability to execute with precision.
• Exceptional communication, organization, and relationship-building skills.
• Proven success managing multi-stakeholder projects with high visibility.
• Experience collaborating across diverse functions including communications, security, facilities, archives, and client services.
• Experience managing people, with the ability to lead small teams and oversee agency or contractor support is required.
• Familiarity with historical storytelling, archival curation, or experiential content development is preferred.
• Background working within highly regulated, large-scale corporate environments is preferred.
• Strong ability to manage external vendors and partners to meet quality, budget, and timeline expectations.
• Comfortable operating in a dynamic, fast-paced, matrixed environment with shifting priorities.
• Proficient in project management, and collaboration tools such as Wrike, Smartsheet, and Microsoft Office Suite.
• This is a remote opportunity but does require the ability to travel as needed for cross-functional team collaboration and on-site execution.

Benefits

This role offers a competitive compensation package and is eligible for participation in Heritage Werks’ comprehensive benefits programs, including:

• Health, dental, vision, and life insurance

• 401k plan with company contribution

• Paid time off (PTO) and paid holidays

• Professional development opportunities

• Employee recognition and awards programs