Rolex Client Experience Manager

This Rolex Manager is responsible for all areas related to creating and managing the Rolex experience for the WOSG Official Rolex Jeweler locations.  They will work to continually improve the in-showroom, online and follow-up experience for the client. They will collaborate with showroom management and Rolex to determine resources, programs, and expectations to create a dynamic, smooth Rolex client journey.

Responsibilities

• Implements the WOSG hospitality program within the showroom
• Coordinates Rolex education with Learning and Development Department
• Works with leadership to reinforce client communication expectations (response time expectations online, cadence to follow-up on requests in-store and online)
• Identifies resources to integrate into the experience (promotional, local partnerships with restaurants / other events, greeters or concierges to handle traffic and other creative ideas)
• Liaise with Rolex to roll-out showroom/boutique experience initiatives (e-learning, novelty launch, training updates, CRM requests, market data)
• Works with showroom leadership to determine appropriate technologies to elevate the experience (presentation tablet, proper WIFI, CRM, aggregators, etc.)
• Follows up within the specified follow up guidelines with all walk-in clients who visit the showroom
• Leads and executes events and activities (with the Marketing Department and showroom/boutique leadership) which elevate our luxury brand position
• Determine ways to test and measure the client’s experience within the showroom/boutique
• Focuses on improving the client experience within the showroom/boutique journey by identifying areas to enhance engagement and efficiency (sizing, back-office inefficiency, data collection)
• Provides feedback to Rolex team on areas the brand can help improve or provide support
• Studies other industry/company “experience” technologies/best practices to keep the lead
• Develops weekly and monthly action plans with showroom leadership showcasing Captivate actions to manage 'thank you' emails, in store consultations, appointments with management
• Create and maintain portfolio of hospitality options within the area and ensures enhancement on each interaction utilizing those
• Conducts weekly brief to all teams on Rolex initiatives.
• Conducts weekly training to dedicated Rolex team members and other colleagues who may be assigned to the Rolex area within the showroom.
• Participates in showroom/boutique daily briefs
• Prepares a weekly client experience summary on Rolex experience including support needed to enhance on client and team experience from both, Rolex and WOS.
• All other duties and responsibilities as assigned by management.

Knowledge Required

Understanding of Luxury Experience

Understanding of Luxury Timepieces and Jewelry

Education

High School diploma required, College Preferred

Experience

3 years of experience in luxury hospitality, luxury retail, or related field 

Skills Required

Excels in client experience and building relationships

Outstanding presentation skills, can speak with enthusiasm

Strong organizational, client service and time management skills

Ability to find creative solutions

Ability to effectively create and implement new processes

Strong attention to detail

Strong verbal communication skills

High energy, self-motivated and outgoing personality

Ability to coordinate and collaborate with retail and corporate team members 

Ability to multitask daily on a fast-paced environment

Excellent judgment skills