Client Experience Manager - Holland, MI

West Michigan Hispanic Chamber of Commerce; Holland (MI); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

20 Days Paid Time Off

Health Benefits

401k Match

Insurance Coverage

On-Site Gym

Job summary

Haworth in Holland, MI, seeks a Client Experience Manager to lead the strategy and execution of a premium client experience for multiple groups at our headquarters. You will guide experience design, operations, and customer insight to elevate the client journey and reinforce the Haworth brand.

You will coach a team, set high standards, and drive adoption of efficient processes while collaborating across functions and levels to deliver consistent, elevated experiences.

Qualifications

• Bachelor's Degree in Business, Hospitality, Marketing, Communications, or a related field.
• 5 years of related experience in client experience or high-touch environments.
• 2 years of direct supervisory experience.
• Unrestricted right to work in the US.
• Education Equivalency: Associate's Degree +2 years or 4 years if no degree.
• Military Equivalency per www.mynextmove.org/vets/find/military

Responsibilities

• Leads and manages a team of client experience specialists and managers, coaching performance.
• Develops and maintains client experience strategies, service standards, and processes.
• Identifies opportunities to improve processes and drive adoption across the team.
• Oversees budget and allocates resources to ensure cost efficiency.
• Oversees the client planning process from planning through execution.
• Develops client and member feedback mechanisms to gather insights.
• Analyzes client visit history and engagement metrics to identify trends.
• Builds relationships and collaborates across functions and levels.
• Stays informed about industry best practices and trends.

Skills

Leadership

Strategic planning

Customer experience

Team coaching

Process improvement

Stakeholder management

Education

Bachelor's degree in Business or related field

Job description

We are currently looking for a Client Experience Manager to join our team in Holland, MI.

As a Client Experience Manager, you will lead the strategy and execution of a premium guest experience for the many client groups hosted at our headquarters in Holland, Michigan. This role brings together experience design, operational excellence, team leadership, and customer insight to create meaningful, differentiated experiences that strengthen customer relationships, reinforce the Haworth brand, and support business needs. You will lead and coach the team while establishing high standards, improving processes, and driving a consistent, elevated experience across the client journey.

Essential Functions

• Leads and manages a team of client experience specialists and manager, providing strategic direction, setting expectations and goals, coaching performance, and building a culture of accountability and continuous improvement.
• Develops, implements, and maintains client experience strategies, service standards, and processes that align with business objectives and the Haworth brand, driving a consistent and elevated experience across the customer journey.
• Identifies opportunities to improve existing processes and ways of working, establishing clear standards and driving adoption across the team to improve consistency, efficiency, and the overall client experience.
• Oversees budget and allocates resources effectively, monitoring expenses to ensure cost efficiency.
• Oversees the client planning process, ensuring a smooth experience from planning through execution and establishing a strong foundation for positive client relationships.
• Develops and implements client and member feedback mechanisms, such as surveys and focus groups, to gather insights and identify opportunities for improvement.
• Analyzes client visit history, feedback, engagement metrics, and other available data to identify trends and opportunities to improve the client experience.
• Builds strong relationships and collaborates across functions and organizational levels, influencing stakeholders to support client experience initiatives and consistent execution.
• Stays informed about industry best practices, emerging trends, and innovative client experience approaches, identifying opportunities to incorporate relevant ideas into Haworth's experience strategy.
• Leads a culture of inclusion and belonging while promoting member engagement, sustainability, and continuous improvement.
• Must be able to perform all essential job functions with/without accommodation.
• Uses office automation, communication, software, and tools used in Haworth office environment.
• Performs other duties within scope as assigned.

Required Qualifications

• Bachelor's Degree in Business, Hospitality, Marketing, Communications, or a related field.
• 5 years of related experience in client experience, customer experience, hospitality, sales, marketing, account management, or another high-touch client-facing environment.
• 2 years of direct supervisory experience.
• Applicants must possess an unrestricted right to work in the US to be eligible for this position.
• Education Equivalency: Associate's Degree plus 2 years related experience OR 4 years related experience if no post-secondary education
• Military Equivalency at www.mynextmove.org/vets/find/military

Preferred Qualifications

• Experience within Commercial interiors, contract furniture, hospitality, luxury/premium service, corporate client experience, experiential marketing, showroom/visitor experience, or another high-touch B2B customer environment.
• Demonstrated experience elevating client or guest experience standards through process improvement, service standards, and/or SOP development.
• Proven ability to lead change, gain buy-in, and raise standards within an established or tenured team.
• Strong presentation, facilitation, and interpersonal communication skills, with the ability to connect authentically with diverse client and stakeholder groups.
• Experience coaching teams to deliver consistent, high-quality client experiences while adapting to varying client needs.
• Experience using client feedback, engagement data, and/or industry best practices to identify opportunities and continuously improve the customer journey.

Design your future with Haworth
Headquartered in Holland Michigan, Haworth is a family-owned global powerhouse at the forefront of innovation and sustainable design in the workspace interiors industry. Here, you'll have access to state-of-the-art resources, collaborate with cross-functional teams of passionate innovators, and experience a blend of global reach with personal growth opportunities. Whether you're developing new manufacturing processes, implementing smart factory solutions, or designing tomorrow's workspace solutions, you'll be empowered to make a lasting impact while growing your career.

We believe in the power of collaboration and strive to create a culture where everyone feels valued, respected, and empowered to make a difference. Your hard work, dedication, and talent are the foundation of our success and enable us to build meaningful connections with our customers and each other.

At Haworth, members enjoy benefits from their first day of employment:

• 20 Days Paid Time Off: Plus, the option to buy up to 5 extra days.
• Health Benefits: Priority Health Medical options, Delta Dental, and Vision Insurance.
• 401k Match: Contribute 6% of your annual salary, and Haworth will match up to 7%.
• Insurance Coverage: Company-provided Short-Term Disability, Long Term Disability, and Life Insurance.
• On-Site Gym: Well-equipped gym, open 24/7.