Luxury Brand Experience & CRM Lead

Tourneau|Bucherer; New York (NY); On-site; USD 70,000 - 95,000; Full time

Job summary

Tourneau | Bucherer seeks a Rolex Liaison Manager to act as the in-store ambassador and operational leader, elevating the customer journey and brand standards. You will coach the sales team, maintain CRM discipline, and partner with leadership and Rolex teams on launches and events.

You will drive demand and client development by leveraging data insights, CRM analytics, and high-potential clienteling across the store, ensuring flawless luxury hospitality.

Qualifications

• 3-5+ years' experience in luxury retail, preferably in watches or jewelry.
• Bachelor's degree in business, management or related fields.
• Understanding of market trends in the luxury space.
• Excellent verbal and written communication.
• Team player, willing to take on additional projects as needed.
• Strong interpersonal skills to develop partnerships across Rolex retail doors.
• Organized and detail oriented.
• Competent with Microsoft Excel, PowerPoint, and Office.

Responsibilities

• Serve as the in-store Rolex brand ambassador, modeling the highest standards of luxury hospitality and professionalism.
• Curate and elevate the in-store and online client journey in line with Rolex expectations.
• Establish and formalize the store’s hospitality program, service standards, and response-time expectations.
• Identify tools and partnerships that enhance the luxury experience including events and collaborations.
• Lead elevated client events that reinforce brand positioning and relationships.
• Enforce daily Rolex Digital Catalog usage to elevate client experience.
• Monitor and improve mystery shopping and client feedback through coaching and refinement.
• Provide CRM and brand standards training and real-time coaching on hospitality and demand cultivation.
• Collaborate with store leadership, L&D, and Rolex teams on initiatives and launches.
• Promote accountability, performance excellence, and brand integrity.

Skills

Luxury retail

CRM

Team leadership

Excel

Communication

Education

Bachelor's degree in business

Tools

Salesforce CRM

Job description

Tourneau | Bucherer seeks a Rolex Liaison Manager to act as the in-store ambassador and operational leader, elevating the customer journey and brand standards. You will coach the sales team, maintain CRM discipline, and partner with leadership and Rolex teams on launches and events.

You will drive demand and client development by leveraging data insights, CRM analytics, and high-potential clienteling across the store, ensuring flawless luxury hospitality.