Overview

The General Manager, Lutron Experience Centers, is a critical leadership role responsible for operational success and strategic utilization of Lutron's flagship Experience Centers in New York City. This role will ensure the Centers function as world-class strategic assets, 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

Lead Conversion and Sales Impact

• 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.

Strategic Execution and Vision

• Regional Strategy & Execution: Translate Lutron's strategic vision into effective operational plans and implement roadmaps for Lutron's Experience Center portfolio in New York, 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 activation.

• Budget and Financial Analysis: Own and manage the operational expenses (OPEX) for the New York Centers, 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.

Operational Excellence and Guest Experience

• Best-in-Class Practices: Implement and manage a best-in-class guest experience framework across the New York Centers, 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.

Team Leadership and Development

• Talent Management: Recruit, mentor, and lead the on-site team of Experience Center Supervisors and 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

Experience: Minimum of 8+ years of progressive professional experience, with at least 3-5 years in a management role overseeing a high-end flagship, multi-site hospitality, or brand/experience center operation.

Financial Acumen: Proven experience managing significant operating expenses (OPEX) and conducting ROI analysis for experience-based marketing and sales support initiatives.

Education: Bachelor's degree in Business, Marketing, Hospitality Management, or a related field required.

Skills: 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.

Travel: Ability to travel occasionally as needed.

Starting pay: $132,500 - $160,000 per year; Lutron's employee benefits include 401k match, health, dental, and life insurance, paid vacation (amount based on tenure with the company), flexible spending accounts, and tuition reimbursement programs.