Showroom Manager, Client Engagement

Showroom Experience Manager, Client Engagement + Experience (Flagship)

The Showroom Experience Manager, Client Engagement + Experience leads the planning, delivery, and continuous improvement of distinctive client experiences at a Miller Knoll flagship showroom. This role ensures all in‑person and virtual engagements are seamless, strategic, and aligned with Miller Knoll’s brand, design leadership, and commercial objectives.

Client Experience Leadership & Execution

• Lead the day‑to‑day planning and execution of onsite and virtual client engagements, ensuring experiences are seamless, memorable, and strategically aligned.
• Oversee and curate agendas, storytelling, tours, and immersive elements tailored to specific client and business objectives.
• Manage showroom experience scheduling and meeting room utilization.
• Lead the team responsible for all hosting and hospitality logistics, including room set‑up, food and beverage displays, and post‑engagement reset.
• In partnership with Sales, help to facilitate all client engagements to ensure an exceptional end‑to‑end experience.
• Ensure all engagements consistently reflect Miller Knoll’s brand, experience standards, and design leadership.

On‑Site Team Oversight & Coaching

• Provide day‑to‑day direction and oversight of local Client Engagement + Experience team.
• Coach and mentor team members to strengthen storytelling, execution excellence, and client engagement capabilities.
• Coordinate contract and temporary support resources, ensuring alignment with experience standards.
• Reinforce performance expectations, providing real‑time feedback to ensure consistency and quality.
• Partner with CEE leadership on staffing needs, performance insights, and development opportunities.

Cross‑Functional Collaboration

• Partner and collaborate closely with Showroom Operations leadership to share vision, strategic objectives and ways of working, and to align seamless delivery of intended experience outcomes.
• Collaborate with IT, Facilities and Operations teams to ensure spaces and tools support intended experience outcomes.
• Collaborate with Marketing, Product, and internal subject matter experts to ensure content, messaging, and storytelling remain current and relevant.

Insights, Analytics & Continuous Improvement

• Support the execution of client feedback programs, surveys, and reporting.
• Monitor and interpret local engagement insights and trends to identify opportunities for improvement.
• Drive continuous improvement in experience delivery, hospitality, and execution at the showroom level.

Program & Experience Management

• Manage the showroom‑level pipeline of client engagements, including scheduling and prioritization.
• Support the planning and facilitation of presentations, workshops, events, and immersive experiences.
• Execute enterprise tools, templates, and standards established by CEE leadership.
• Contribute to pilots, special projects, and continuous improvement initiatives as needed.

Education & Experience

• Bachelor’s degree in Business, Marketing, Communications, Hospitality, Design, or a related field.
• 3–5+ years of experience in client experience, hospitality, event strategy, marketing, or related disciplines.
• Demonstrated experience managing complex, high‑visibility client engagements across multiple stakeholders.
• Prior experience providing team oversight, coaching, or informal leadership preferred.

Skills & Abilities

• Strong client‑centric mindset with a passion for creating meaningful, memorable experiences and outstanding customer service.
• Highly developed hosting and hospitality skills.
• Excellent communication, presentation, and facilitation skills.
• Ability to coach and elevate team performance in a fast‑paced, client‑facing environment.
• Ability to work a flexible schedule to meet client engagement demands, including coverage for evening events occurring outside standard showroom hours.
• Strong organizational and project management skills; ability to manage multiple priorities and last‑minute changes; ability to work successfully under extreme pressure and constant change.
• Analytical mindset with ability to interpret feedback and identify improvement opportunities.
• Proven…