Showroom Experience Manager-Client Engagement + Experience

MillerKnoll•Dallas, TX

9d•Onsite

About The Position

The Showroom Experience Manager, Client Engagement + Experience is responsible for the planning, delivery, and continuous improvement of distinctive client experiences at a regional MillerKnoll showroom location, ensuring exceptional hospitality and consistent execution. 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 showroom staff and contract support resources (where applicable), and manages client visits (in- and out-of-market), daily hosting/hospitality, walk-in visitors, and basic day-to-day facility operations (partnering closely with Showroom Operations to communicate and address broader operations needs). 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 (including the Regional Showroom Experience Manager), 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.

Responsibilities

Lead the day-to-day planning and execution of onsite client engagement (both in- and out-of-market) 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.
Execute or oversee hosting and hospitality logistics, including room setup, food and beverage displays, and post-engagement reset.
In partnership with Sales, help facilitate all client engagements to ensure an exceptional end-to-end experience.
Ensure all engagements consistently reflect MillerKnoll’s brand, experience standards, protocols and design leadership.
Manage the day-to-day operations of the showroom.
Oversee and coordinate on-site contract and temporary support resources, ensuring alignment with applicable protocols and experience standards.
Reinforce performance expectations with contract and temporary support resources, providing real-time feedback to ensure consistency and quality.
Partner with CEE leadership on staffing needs, performance insights and opportunities.
Maintain current product knowledge on product lines represented in the showroom.
Maintain showroom appearance to assure a first-class impression and experience for clients and guests in the space.
Work collaboratively with resident associates to reinforce corporate/showroom practices, policies, protocols and procedures.
Maintain knowledge of facility technology, including use and troubleshooting of AV equipment, video conferencing, projectors, monitors and lighting; working closely with operations partners to address issues.
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.
Partner closely with Showroom Operations to coordinate and help facilitate product installation and facility updates (product refresh, replacements and introductions; showroom updates and construction).
Work closely with Showroom Operations to communicate product and technology function issues.
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.