At a Glance
- Tasks: Lead and enhance client experiences in our flagship showroom, both in-person and virtually.
- Company: Join MillerKnoll, a purpose-driven company redefining modern design for a better future.
- Benefits: Inclusive culture, diverse team, and opportunities for personal and professional growth.
- Other info: Flexible hours and a dynamic environment await you!
- Why this job: Be the heartbeat of our showroom, creating memorable experiences that matter.
- Qualifications: Experience in client engagement, hospitality, or event strategy is essential.
The predicted salary is between 51750 - 63250 £ per year.
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? If so this might be your next role!
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.
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. Drive continuous improvement in experience delivery, hospitality, and execution at the showroom level.
- 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
- 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 careers_help@millerknoll.com.
Client Engagement & Experience Manager in London employer: MillerKnoll
MillerKnoll is an exceptional employer that fosters a dynamic and collaborative work culture, perfect for students eager to gain practical experience in product development. Located in the vibrant city of London, this placement offers not only hands-on learning opportunities but also the chance to work alongside experienced designers and engineers, ensuring your professional growth and development in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Client Engagement & Experience Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MillerKnoll. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MillerKnoll before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Engagement & Experience Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MillerKnoll:Your cover letter is your chance to shine! Tell us why you want to work at MillerKnoll specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MillerKnoll!
How to prepare for a job interview at MillerKnoll
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
