Client Experience Manager

As a Client Experience Manager, you will be responsible for creating and managing the Rolex experience at WOSG Official Rolex Jeweler locations. Your role will involve improving the in-showroom, online, and follow-up experiences for clients, collaborating with showroom management and Rolex to enhance the client journey.

• Implement the WOSG hospitality program within the showroom.
• Coordinate Rolex education with the Learning and Development Department.
• Work with leadership to reinforce client communication expectations.
• Identify resources to integrate into the experience, such as promotional partnerships and concierge services.
• Liaise with Rolex to roll out showroom experience initiatives.
• Work with showroom leadership to determine appropriate technologies to elevate the experience.
• Follow up with all walk-in clients who visit the showroom.
• Lead and execute events and activities to elevate the luxury brand position.
• Determine ways to test and measure the client’s experience within the showroom.
• Focus on improving the client experience by identifying areas to enhance 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 within the area.
• 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.

• 3 years of experience in luxury hospitality, luxury retail, or a related field.
• Understanding of luxury experience and luxury timepieces and jewelry.
• High school diploma required, college preferred.
• Excels in client experience and building relationships.
• Outstanding presentation skills and enthusiasm.
• Strong organizational, client service, and time management skills.
• Ability to find creative solutions and implement new processes.
• Strong attention to detail and verbal communication skills.
• High energy, self-motivated, and outgoing personality.
• Ability to coordinate and collaborate with retail and corporate team members.
• Ability to multitask in a fast-paced environment.
• Excellent judgment skills.