Summary
The Rolex Client Experience Manager leads the in-showroom Rolex experience at the Hudson Yards location, partnering with showroom leadership and Rolex to elevate client interactions. This role focuses on improving the showroom journey through training, technology, events, and client follow-up. The manager designs, measures, and refines hospitality programs to strengthen the luxury brand experience.
Responsibilities
- Implement the WOSG hospitality program within the showroom and maintain a portfolio of local hospitality options
- Coordinate Rolex education and training with Learning and Development and conduct weekly training for Rolex team members
- Liaise with Rolex to roll out experience initiatives, e-learning, launches, and CRM requests
- Work with leadership to define client communication and follow-up expectations and ensure timely responses
- Identify and recommend technologies and resources to elevate the showroom experience (presentation tablets, CRM, WIFI)
- Lead and execute events and marketing activities to enhance the luxury brand position
- Design tests and metrics to measure client experience and prepare weekly client experience summaries
- Participate in daily and weekly briefs and develop action plans to manage appointments, thank you emails, and consultations
Requirements
- High school diploma required; college preferred
- Minimum 3 years experience in luxury hospitality, luxury retail, or a related field
- Understanding of luxury timepieces and jewelry
- Proven ability to create exceptional client experiences and build relationships
- Outstanding presentation, verbal communication, and organizational skills
- Ability to develop and implement processes, multitask in a fast-paced environment, and exercise excellent judgment
- Strong attention to detail, high energy, and a collaborative mindset
