Client Engagement & Experience Manager

Knoll Inc.; Greater London; On-site; GBP 52,000 - 78,000; Full time

Job summary

MillerKnoll is seeking a Showroom Showroom Experience Manager, Client Engagement + Experience, to lead on-site and virtual client engagements at our Clerkenwell flagship. You will curate immersive experiences, manage hosting logistics, and ensure brand-aligned delivery across Sales, Dealer partners, and cross-functional teams.

Ideal candidates have 3–5+ years in client experience or hospitality, with strong communication and coaching skills, and a flexible schedule for evening events.

Qualifications

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

Responsibilities

• Lead day-to-day planning and execution of onsite and virtual client engagements.
• Oversee agendas, storytelling, tours, and immersive elements tailored to objectives.
• Manage showroom experience scheduling and meeting room utilization.
• Lead hosting and hospitality logistics, including setup and post-engagement reset.
• Collaborate with Sales, IT, Facilities, Marketing to ensure brand-aligned experiences.
• Provide coaching and performance feedback to the Client Engagement + Experience team.

Skills

Client-centric mindset

Hosting skills

Communication skills

Facilitation skills

Coaching / team leadership

Project management

Education

Bachelor's degree in related field

Job description

Why join us?

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 MillerKnoll 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 MillerKnoll 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?

Client Experience Manager, Client Engagement + Showroom Experience (Flagship store in Clerkenwell)

Role Overview

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.

Essential Functions

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 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.

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.

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.

Qualifications

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

Who We Hire?

Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities. MillerKnoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities. MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at [e-mail].

MillerKnoll is a collective of design brands coming together to remake modern for the 21st century.

Want to be part of a team that’s making a positive impact? From creating spaces that help people live and work better to lifting our local and global communities, MillerKnoll is working hard to make a difference. Join us as we design a more equitable, sustainable, and beautiful future together.