Showroom Experience Manager, Client Engagement + Experience

MillerKnoll•New York City, NY

5d•Onsite

About The Position

The Showroom Experience Manager, Client Engagement + Experience leads the planning, delivery, and continuous improvement of distinctive client experiences at a MillerKnoll flagship showroom. This role ensures all in-person and virtual engagements are seamless, strategic, and aligned with MillerKnoll’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.

Requirements

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.
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 ability to collaborate with and influence cross-functional teams.
High level of professionalism, presence, and brand stewardship.

Nice To Haves

Prior experience providing team oversight, coaching, or informal leadership preferred.

Responsibilities

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 MillerKnoll’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 at the showroom level.
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.