Summary
The Rolex Manager is responsible for creating and managing the Rolex client experience across the showroom and online channels at the Greenwich location. This role collaborates with showroom leadership, Rolex, Marketing, and Learning & Development to implement hospitality programs, training, technologies, and follow-up processes that elevate client engagement. The manager leads Rolex-focused team training, events, weekly briefs, and measurement initiatives to improve service and operational efficiency.
Responsibilities
- Implement the hospitality program within the showroom to enhance the Rolex client journey
- Coordinate Rolex education and training with the Learning and Development team
- Liaise with Rolex to roll out showroom initiatives, product launches, and CRM requests
- Work with leadership to define client communication and follow-up expectations for in-store and online inquiries
- Identify and recommend technologies and resources to elevate the in-showroom experience
- Lead and execute events and activities with Marketing and showroom leadership to reinforce the luxury brand position
- Conduct weekly briefs and training for the dedicated Rolex team and assigned colleagues
- Prepare weekly client experience summaries and develop action plans to improve engagement and efficiency
Requirements
- Minimum 3 years of experience in luxury hospitality, luxury retail, or a related field
- Proven ability to deliver exceptional client experience and build strong relationships
- Outstanding presentation, verbal communication, organizational, and time-management skills
- Ability to create and implement new processes, find creative solutions, and multitask in a fast-paced environment
- Strong attention to detail and ability to coordinate with retail and corporate teams
- High School Diploma required; college preferred
- Understanding of luxury experience and familiarity with luxury timepieces and jewelry
