We are seeking an exceptional Customer Experience Centre Manager (Executive Briefing Centre Manager) to lead the day-to-day operation of our flagship London Customer Experience Centre.

This role is responsible for ensuring a seamless experience for visiting customers, prospects, partners and industry stakeholders. The Customer Experience Centre Manager will partner with internal account teams from initial briefing planning through to onsite delivery and post-engagement follow-up to deliver experiences that deepen customer relationships and drive revenue growth. Acting as both host and programme manager, the Executive Briefing Manager will ensure every visit reflects Fortinet’s commitment to customer obsession, operational excellence, and cybersecurity leadership.

The successful candidate will work closely with Sales, Engineering, Marketing and Executive Leadership teams to create tailored, impactful experiences that accelerate opportunities, deepen customer trust, and support revenue growth.

This is a highly visible role requiring exceptional organisational skills, executive presence, attention to detail, and a passion for delivering memorable customer experiences.

Office Location: London. This is an office-based role – you are required to be on site.

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Responsibilities

Customer Experience Centre Management

• Serve as the primary owner and ambassador of the London Customer Experience Centre, delivering a premium, white-glove visitor experience for customer executives and senior stakeholders.

• Welcome and host customers, partners, and visitors, acting as the first point of contact upon arrival.

• Ensure all meeting spaces, presentation rooms, demonstrations, hospitality services, and facilities are prepared to the highest standard.

• Work with catering, hospitality, facilities, security, and IT teams to deliver a first-class onsite experience.

• Anticipate customer needs and proactively resolve issues before they arise.

• Maintain an environment that reflects the company's brand, culture, and position as a trusted cybersecurity partner.

• Continuously seek opportunities to improve the customer and employee experience associated with briefing centre engagements.

Customer Experience Coordination and Planning

• Support the internal account teams in creating engaging customer experiences, with customised briefing agendas aligned to customer challenges, industry trends, and cybersecurity priorities.

• Help to produce professional, customer-specific briefing documents, agendas, biographies, and supporting materials.

• Coordinate participation from senior executives, technical leaders, product specialists, and subject matter experts.

• Build strong relationships across the organisation to identify and engage the most relevant speakers and contributors for customer engagements.

• Coordinate logistics to ensure each engagement runs smoothly and professionally.

Customer Experience Programme Management/Operations

• Manage the scheduling and coordination of Customer Experience Centre engagements.

• Maintain efficient booking, planning, and communication processes for internal stakeholders.

• Ensure clear visibility of upcoming visits, resource requirements, speaker participation, and facility utilisation.

• Track activity, customer feedback, and engagement outcomes.

• Support the ongoing development and evolution of the Customer Experience Centre as demand grows.

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Skills and Qualifications:

Required Skills and Qualifications

• Experience in customer experience, executive briefing programmes, hospitality management, customer marketing, executive engagement, events, or a related function.

• Strong project management and organisational skills with the ability to manage multiple priorities simultaneously.

• Exceptional interpersonal and communication skills, working confidently across all levels of the organisation.

• High attention to detail and commitment to excellence.

• Strong written communication skills with experience developing professional customer-facing materials and presentations.

• Self-starter who is comfortable building processes, improving ways of working, and operating with a high degree of autonomy.

Desirable

• Experience within cybersecurity, enterprise technology, SaaS or B2B technology environments.

• Understanding of enterprise cybersecurity priorities and executive-level security discussions.