Brand Experience Liaison (Rolex)

The Brand Experience Liaison is responsible for creation and management of Hamilton’s experience related to key brand partners and Hamilton’s own brand. The experience is all-encompassing, with input on both how clients experience the brand and how team members embrace the brand. This role is tasked with embodying the Core Values of Hamilton and understanding the established expectations of Hamilton and its brand partners. The Brand Experience Liaison will be responsible for ensuring compliance with programs and processes related to key brand partners and the Hamilton brand. Additionally, the role will interact with clients when they visit or contact Hamilton with inquiries regarding key timepiece partners. This position may be required to work weekends, some holidays, and peak sales periods.

Responsibilities

• Curate and enhance the experience, both internal and external, for Hamilton’s key brand partners through engagement and efficiency opportunities.
• Implement existing procedures, and establish new procedures, for brand education, service excellence, hospitality programs, and overall customer experience through in-person and online channels.
• Craft and implement communication excellence for client interactions related to Hamilton’s key brand partners and, where applicable, the Hamilton brand.
• Serve as the first Hamilton representative to interact with clients inquiring about specific brand partners through online channels, responding and/or triaging communication in an organized and professional fashion.
• Ensure proper follow-up from Hamilton associates to clients who have inquired about certain specific Hamilton brands, developing and adjusting the appropriate follow-up cadence in-line with needs of the business and the brand.
• Identify both internal and external resources to integrate in the brand partner experience through promotions, partnerships, and other creative ideas.
• Assist in execution of events, both internal and external, which elevate Hamilton’s brand position and the brand position of our key partners.
• Liaise directly with representatives from Hamilton’s brand partners to implement internal experience initiatives such as e-learning, product launches, trainings, and technology tools, and to share best practices.
• Work with Technology & Enablement Department to determine appropriate technologies to elevate the client experience and enhance the team member experience.
• Develop procedures for assessing client experience for Hamilton’s brand partners, including implementation of mystery shop initiatives, surveys, and client feedback opportunities.

Skills

• Strong understanding of client experience, the needs of a luxury consumer, and the work that goes into creating that experience.
• Impeccable communication skills, especially written skills, to ensure clarity and professionalism when interacting with clients, team members, and representatives from Hamilton’s brand partners.
• Passion for creating meaningful, sustainable contributions that enhance the experience for all.
• Ability and willingness to work quickly and efficiently while maintaining quality of work, often performing multiple tasks with short deadlines, and handling high volumes of work.
• Ability to spot trends or gaps, awareness of market and industry happenings
• Interest in self-development through professional education and Hamilton / partner training programs
• Computer proficiency, or ability to learn digital CRM and business management programs in use by the company

Education & Experience

• Experience in high-end jewelry or luxury environments.
• Experience in hospitality or past concierge-type roles.
• Existing product and merchandise knowledge and/ or openness to mastering products and services.

Physical Requirements

• Physical activity not limited to: reading, writing, walking, walking up and down stairs, standing, sitting, kneeling, lifting up to 25lbs.