Experience Center Manager

Overview

Are you passionate about creating exceptional customer experience and driving business growth? The Experience Center Manager is a critical leadership role responsible for operational success and strategic utilization of Lutron’s flagship Experience Center in London. This role will ensure the Center functions as a world-class strategic asset, directly contributing to brand equity, accelerating the sales pipeline, and delivering measurable opportunity development and sales conversions in the markets we serve. This role requires a proven track record in high-end hospitality, operational management, and driving sales results through premium customer engagement.

Responsibilities

• Sales Acceleration: Partner with Sales and Marketing to position the Experience Centers as a critical tool for high-value customer conversion and specification influence to accelerate pipeline velocity. 
• Pipeline Qualification and Opportunity Linkage: Mandate and enforce direct opportunity linkage of all Center visits, engagements, and major events in Salesforce (CRM). 
• High-Value Stakeholder Conversion: Focus on converting high-value opportunities through close collaboration with teams across the organization, tracking their journey from the Center to final project award. 

• Regional Strategy & Execution: Translate Lutron’s strategic vision into effective operational plans and implement roadmaps for Lutron’s Experience Center in London, ensuring consistent brand delivery and optimal location performance. 
• Strategic Ecosystem Engagement: Cultivate relationships and networking strategies with the local specification community (Architects, Designers, Industry Groups, and high-end Showrooms) to maximize Center activity. 
• Budget and Financial Analysis: Own and manage the operational expenses (OPEX) for the London Center, driving continuous return on investment (ROI) and ensuring efficient allocation of resources for facility maintenance and strategic events. 
• Reporting: Develop and present performance reports to leadership, translating center activity into actionable insights regarding market trends, sales influence, and brand health. 

• Best-in-Class Practices: Implement and manage a best-in-class guest experience framework, encompassing service standards, hospitality protocols, and overall operational efficiency. 
• High-Impact Programming: Direct the planning, execution, and review of all major on-site initiatives, including VIP meetings, executive presentations, and high-profile industry events, ensuring flawless execution that exceeds expectations. 
• Design & Presentation Mastery: Oversee the maintenance and strategic refresh of product demonstrations and technology within the centers, ensuring all physical environments consistently reflect cutting-edge design and brand excellence. 
• Seamless Integration: Mandate cross-functional alignment between center staff, sales teams, and technical support (e.g., LCI team) to deliver a seamless, integrated customer journey from first visit through final installation. 

• Talent Management: Recruit, mentor, and lead the on-site team of Experience Center staff, instilling a culture of proactive hospitality, commercial accountability, and professional growth. 
• Knowledge Transfer: Ensure the team maintains expert-level knowledge of the entire product portfolio, capable of tailoring complex technical and design narratives to diverse executive, architectural, and end-user audiences.

Qualifications

• Bachelor's Degree required
• Extensive professional experience in a management overseeing a high-end flagship, multi-site hospitality, or brand/experience center operation.
• Proven experience managing significant operating expenses (OPEX) and conducting ROI analysis for experience-based marketing and sales support initiatives.
• Exceptional communication, proven operational planning ability, strong analytical skills (including data-driven management via CRM tools like Salesforce), and a deep passion for luxury, design, and technology products.
• Ability to travel occasionally as needed.

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Lutron Electronics’ position as the worldwide leader in innovative lighting control and shading solutions has enabled consistent, annual growth. Our company has cultivated a reputation of unsurpassed quality, a broad range of technologies and product offerings, and a strong commitment to servicing our worldwide customers. This has allowed the company to invest in developing new technologies and services, expand our technical capabilities and global presence, and to find and retain the best talent.  Build your career with Lutron where you will enjoy competitive compensation and benefits while exploring many options for continued growth and education. Make a difference every day in our dynamic, people-centric, technology-driven organization. For more information, view our website at www.lutron.com.

Lutron Electronics is an Equal Opportunity – Affirmative Action – Employer. We welcome qualified, motivated applicants regardless of race, color, religion, sex, national origin, age, disability, or genetics.

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