Client Experience Manager

Job Overview

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.