Client Engagement & Experience Manager

Our purpose is design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of Miller Knoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows Miller Knoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

• Are you driven by creating a best in class customer experience?
• Are you customer focused with a strategic and commercial mindset?
• Would you like to be a central link for our stunning Showroom and our sales team?

Role Overview

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.

Serving as the on-site leader for Client Engagement + Experience (CEE), this role provides day-to-day oversight of local CEE team members and contract support resources, ensuring consistent execution and exceptional hospitality. The Showroom Experience Manager partners closely with Sales, Dealer partners, Showroom Operations, and cross-functional teams to deliver impactful client engagements, while working in close alignment with CEE leadership, who retains ownership of enterprise strategy, standards, and broader team development.

• 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 setup, 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.

• 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.

• 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.

• 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…