Associate, Client Experience

Job Purpose

The Associate, Client Experience plays a key role in supporting the sales team, executing marketing and event initiatives, and enhancing Haworth's brand presence across the market. This role is instrumental in delivering a premium experience to both visitors and Haworth members within our space.

Additionally, the position oversees the daily operations and event activations of The Porter, ensuring exceptional customer service and memorable experiences for all guests on the client experience floor.

A glimpse of your daily mission

• Client Experience Excellence: Deliver outstanding service by building rapport, anticipating client needs, and creating lasting positive impressions.
• Brand Representation: Serve as a local Brand Ambassador for Haworth and its clients, embodying brand values in every interaction.
• Showroom Operations: Manage the day-to-day activities of the client experience floor, aligning with strategic goals to ensure a premium visitor experience.
• Meeting Room Porter Services: Handle bookings, payments, invoicing, and coffee orders for Porter clientele, including Haworth Members, co-working members, Architecture Design (AD) /VIP clients, and tenants of 1 O'Connell Street.
• Presentation Maintenance: Maintain showroom cleanliness and presentation to regional brand standards, daily routines, inventory management (on/off-site), pantry and stationery upkeep, contractor coordination, and product mock-ups.
• Visitor Engagement: Greet visitors, manage inbound calls, conduct tours, and respond to inquiries. Ensure showroom visits are scheduled in Vine and provide usage reports to the AD Manager.
• Team Engagement: Proactively collaborate with the HR team to foster and sustain an engaging, inclusive culture within the Australia team. Lead initiatives that promote well-being, collaboration, and productivity, aligned with Haworth's values and cultural principles. Champion inclusive practices that support the diverse needs and preferences of team members.
• Event Support Coordination: Assist with major and after-hours events, including setup/pack down and furniture layout adjustments. Liaise with stakeholders and oversee event operations, directing external staff as needed.
• Catering Hospitality: Coordinate catering for meetings and events, ensuring adherence to safe food handling practices. Work with café operators and caterers to deliver brand-aligned service.
• Marketing Brand Support: Support regional marketing efforts led by the AD Manager, including brand collateral, messaging, research, and events. Contribute to local sponsorships and community networking.
• Sales Retail Support: Drive online shop sales, promote products digitally, and assist walk-in B2C customers.
• Material Library Inventory: Maintain and update the showroom's material library to ensure relevance and accessibility.
• Health, Safety Compliance: Apply knowledge of health and safety protocols, support emergency procedures, and ensure compliance with building regulations.
• Wardrobe Grooming Standards: Maintain a professional appearance in accordance with client service wardrobe guidelines.
• Kitchen Catering Duties: Perform light kitchen tasks such as coordinating catering, washing up, and polishing service ware when required.
• Additional Responsibilities: Take on other duties as needed to support team and business objectives.

Your Qualifications

• Minimum 2 years' experience in hospitality, venue or café management, event operations, or customer experience
• Degree in Hospitality Management, Tourism, Events Management, or equivalent (preferred)
• Strong interpersonal and communication skills
• Detail-oriented with excellent organizational capabilities
• Proficiency in Microsoft Office and CRM platforms
• Prior experience in client-facing or sales support roles (preferred)
• Ability to work independently and collaboratively in a fast-paced environment

About Us

Haworth is one of the world's largest manufacturers of office furniture, providing solutions for tomorrow's customers worldwide. At the center of our work is the human being: What does a person need to work, what pushes them, motivate them and what makes people feel comfortable at work? Only if we can answer that question, we are able to introduce designs to our customers that will make them achieve their goals. To stay one step ahead, we invest in our own research, have a worldwide network of interesting partners and are part of think tanks around the world who are trying to think ahead. The family-owned company, headquartered in Holland, Michigan/United States, employs more than 8.000 people and is represented in more than 150 countries in Asia, Europe and America with subsidiaries and partners.