Client Experience Manager

As a Client Experience Manager, you will be responsible for creating and managing the Rolex experience across 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 ensure a dynamic and smooth 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.
• Collaborate with showroom leadership to determine appropriate technologies to enhance the experience.
• Follow up with all walk-in clients according to specified guidelines.
• 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 client engagement and efficiency within the showroom journey.
• Provide feedback to the Rolex team on areas for improvement or support.
• 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 sessions on Rolex initiatives.
• Participate in showroom daily briefs.
• Prepare weekly client experience summaries.
• 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 timepieces.
• High school diploma required; college preferred.
• Excellent client experience and relationship-building skills.
• Outstanding presentation and communication skills.
• Strong organizational and time management abilities.
• Creative problem-solving skills.
• 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.