Rolex Client Experience Assistant

Harrods; City of Westminster; On-site; GBP 40,000 - 60,000; Full time

Job summary

A renowned luxury department store in the United Kingdom is seeking a Client Experience Assistant to enhance the client experience in their Boutique. The role involves greeting clients, coordinating appointments, and providing refined hospitality. Ideal candidates should have strong customer service skills and experience in a high-end service environment. This position is fully on site, ensuring that every client receives the highest level of care and attention. The store values individuality and encourages applications from diverse backgrounds.

Qualifications

• Minimum of 5 years experience in a five-star service environment.
• Genuine passion for delivering exceptional service.

Responsibilities

• Greet clients warmly and discreetly manage their credentials.
• Coordinate client appointments and manage hosting spaces.
• Provide refined hospitality by offering beverages and maintaining luxury standards.
• Enhance client experience through informed recommendations.

Skills

Strong customer service skills

Cultural awareness

Organizational skills

Ability to work under pressure

Experience in a luxury service environment

Job description

As a Client Experience Assistant for Rolex, you will be the welcoming face of our Boutique, ensuring every client receives an exceptional and personalised experience. You'll manage client arrivals, coordinate appointments, oversee hosting spaces, and deliver refined hospitality with discretion and attention to detail. With strong cultural awareness and a genuine commitment to outstanding service, you will help elevate every moment of the Rolex experience. This role is fully on site, working 5 out of the 7 days a week. Please see our Hybrid@Harrods policy on our Career Site for more information or speak to a member of our Talent Acquisition team if you have any questions regarding the requirements for this role.

Responsibilities

• Deliver an exceptional welcome by greeting clients warmly, discreetly managing credentials, and guiding them smoothly through the space.
• Curate the client journey through appointment coordination, hosting room management, and maintaining luxury standards throughout the Boutique.
• Provide refined hospitality by offering light beverages, overseeing refreshment quality and availability, and ensuring all services reflect the highest level of care.
• Enhance the overall client experience by sharing informed recommendations, handling walk‑ins with confidence, supporting special occasions and gifting, and coaching colleagues on etiquette and cultural awareness.

Additional Responsibilities

• Demonstrate a genuine passion for delivering luxury‑level client service.
• Be friendly, approachable, and have a customer‑oriented attitude by holding engaging, meaningful conversations with clients.
• Work with multiple teams and handle multiple requests by ensuring organisation.
• Work under pressure by handling inquiries and providing accurate information about services, facilities and events.
• Bring experience from a minimum five‑star service environment.

Harrods is one of the world's leading luxury department stores and we're becoming a destination for top designers, and the most sought‑after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world's most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers and we'll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

Uniquely You

Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply. At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about life at Harrods, search #TogetherHarrods on LinkedIn, or follow us on Instagram @togetherharrods.