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About the Role
The Experience Center Manager is a critical leadership role responsible for the operational success and strategic utilization of Lutron’s flagship Experience Center in London. This role ensures the Center functions as a world-class strategic asset, contributing to brand equity, accelerating the sales pipeline, and delivering measurable opportunity development and sales conversions.
Responsibilities
- Partner with Sales and Marketing to position the Experience Centers as a critical tool for high-value customer conversion and specification influence.
- Mandate and enforce direct opportunity linkage of all Center visits, engagements, and major events in Salesforce (CRM).
- Convert high-value opportunities through collaboration with internal teams, tracking their journey from the Center to final project award.
- Translate Lutron’s strategic vision into effective operational plans and implement roadmaps for the London Experience Center.
- Cultivate relationships and networking strategies with the local specification community to maximize Center activity.
- Own and manage the operational expenses (OPEX) for the London Center, driving ROI and ensuring efficient resource allocation.
- Develop and present performance reports to leadership, translating center activity into actionable insights.
- Implement and manage a best-in-class guest experience framework.
- Direct the planning, execution, and review of all major on-site initiatives, including VIP meetings, executive presentations, and industry events.
- Oversee the maintenance and strategic refresh of product demonstrations and technology within the centers.
- Mandate cross-functional alignment between center staff, sales teams, and technical support to deliver a seamless customer journey.
- Recruit, mentor, and lead the on-site team of Experience Center staff, instilling a culture of proactive hospitality, commercial accountability, and professional growth.
- Ensure the team maintains expert-level knowledge of the product portfolio and can tailor narratives to diverse audiences.
Requirements
- Bachelor's Degree required.
- Extensive professional experience in 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).
- Deep passion for luxury, design, and technology products.
- Ability to travel occasionally as needed.
Skills
- Salesforce (CRM)
- Operational Management
- Sales
- Marketing
- Budget Management
- Financial Analysis
- Guest Experience Management
- Event Planning
- Team Leadership
- Talent Management
- Product Knowledge
Location
- London
Work Type
- Full-time
Experience Level
- Management
Education Level
- Bachelor's Degree
Benefits
- Competitive compensation
- Benefits
- Options for continued growth and education
About the Company
- Lutron Electronics is the worldwide leader in innovative lighting control and shading solutions, enabling consistent, annual growth.
- The company has cultivated a reputation of unsurpassed quality, a broad range of technologies and product offerings, and a strong commitment to servicing its worldwide customers.
- This has allowed the company to invest in developing new technologies and services, expand its 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.
Equal Opportunity
- 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.