Showroom Experience Manager, Client Engagement + Experience

MillerKnoll•New York City, NY

1d•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. The role ensures in-person and virtual engagements are seamless, strategic, and aligned with the company’s brand, design leadership, and commercial objectives. As the on-site leader for Client Engagement + Experience (CEE), the manager provides day-to-day oversight of local CEE team members and contract support resources, working closely with Sales, dealer partners, Showroom Operations, and cross-functional teams. CEE leadership retains ownership of enterprise strategy, standards, and broader team development. This position is onsite in the showroom five days a week and participates in rotating coverage for evening events. The manager leads client engagement planning and execution, oversees showroom scheduling and hospitality logistics, coaches local team members, coordinates support resources, collaborates across departments, monitors engagement insights, and implements CEE tools and standards. The role also supports presentations, workshops, events, immersive experiences, pilots, and continuous improvement initiatives. The role requires a bachelor’s degree in a related field, 3–5+ years of relevant experience, and previous people-management experience. Compensation is $85,000–$95,000, with possible geographic premium, annual discretionary incentive, and equity awards. The company offers a full spectrum of benefits and additional associate perks.

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 involving multiple stakeholders.
Previous people-management experience, with demonstrated ability to coach and develop team members, navigate competing priorities, and build strong stakeholder relationships.
Strong client-centric mindset and commitment to 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 evening-event coverage outside standard showroom hours.
Strong organizational and project-management skills, including managing multiple priorities and last-minute changes and working under extreme pressure and constant change.
Analytical mindset and 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 and virtual client engagements.
Curate agendas, storytelling, tours, and immersive elements to meet client and business objectives.
Manage showroom experience scheduling and meeting room utilization.
Oversee hosting and hospitality logistics, including room setup, food and beverage displays, and post-engagement resets.
Partner with Sales to facilitate client engagements and deliver an exceptional end-to-end experience.
Ensure engagements reflect MillerKnoll’s brand, experience standards, and design leadership.
Provide day-to-day direction and oversight of the local Client Engagement + Experience team.
Coach and mentor team members in storytelling, execution, and client engagement.
Coordinate contract and temporary support resources and reinforce experience standards.
Provide real-time feedback and partner with CEE leadership on staffing, performance insights, and development opportunities.
Collaborate with Showroom Operations leadership to align objectives, ways of working, and experience delivery.
Work with IT, Facilities, and Operations to ensure spaces and tools support intended experience outcomes.
Collaborate with Marketing, Product, and subject matter experts to keep content, messaging, and storytelling current.
Support client feedback programs, surveys, and reporting; interpret local insights and trends to identify improvements.
Drive continuous improvement in showroom experience delivery, hospitality, and execution.
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.