SummaryAs a Client Experience Manager at Rolex Southdale, you will be responsible for creating and managing the Rolex experience for WOSG Official Rolex Jeweler locations. You will work to enhance the in-showroom, online, and follow-up experiences for clients, collaborating with showroom management and Rolex to ensure a dynamic and smooth client journey.
Responsibilities- Implement the WOSG hospitality program within the showroom.
- Coordinate Rolex education with the Learning and Development Department.
- Reinforce client communication expectations with leadership.
- Identify resources to integrate into the client experience.
- Liaise with Rolex to roll out showroom experience initiatives.
- Work with showroom leadership to determine appropriate technologies.
- Follow up with all walk-in clients according to guidelines.
- Lead and execute events and activities to elevate the luxury brand position.
- Test and measure the client’s experience within the showroom.
- Focus on improving client engagement and efficiency.
- Provide feedback to the Rolex team on areas for improvement.
- Study industry best practices to maintain a competitive edge.
- Develop weekly and monthly action plans with showroom leadership.
- Create and maintain a portfolio of hospitality options.
- Conduct weekly briefs and training for Rolex team members.
- Participate in showroom daily briefs.
- Prepare a weekly client experience summary.
- Perform other duties as assigned by management.
Requirements- 3 years of experience in luxury hospitality, luxury retail, or a related field.
- Understanding of luxury experience and luxury timepieces.
- High School diploma required, College preferred.
- Excellent client experience and relationship-building skills.
- Outstanding presentation and communication skills.
- Strong organizational and time management skills.
- Ability to find creative solutions and implement new processes.
- High energy, self-motivated, and outgoing personality.
- Ability to coordinate with retail and corporate team members.
- Ability to multitask in a fast-paced environment.
- Excellent judgment skills.
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