Client Experience Manager

As a Client Experience Manager at Rolex, you will be responsible for creating and managing the Rolex experience across WOSG Official Rolex Jeweler locations. Your role will involve enhancing the in-showroom, online, and follow-up experiences for clients, collaborating with showroom management and Rolex to ensure a seamless 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 client experience.
• Liaise with Rolex to roll out showroom/boutique experience initiatives.
• Collaborate 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/boutique.
• Focus on improving the client experience by identifying areas to enhance engagement and efficiency.
• Provide feedback to the Rolex team on areas for improvement or support.
• Study industry/company experience technologies and best practices.
• 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/boutique daily briefs.
• Prepare a weekly client experience summary on Rolex experience.
• Perform all other duties and responsibilities 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 ability to speak with 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.