Luxury Client Experience Manager

The Watches of Switzerland Group; New York (NY); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Bonus potential

Job summary

The Watches of Switzerland Group is seeking a Rolex Manager to oversee all aspects of delivering the Rolex experience across WOSG Official Rolex Jeweler locations. The role focuses on elevating client journeys in-showroom, online and follow-up interactions.

You will partner with showroom leadership and Rolex to design resources, programs and events, implement hospitality standards, manage CRM initiatives, and measure client satisfaction through weekly actions.

Qualifications

• 3 years of experience in luxury hospitality, luxury retail, or related field.
• Excels in client experience and building relationships.
• Outstanding presentation skills; can speak with enthusiasm.
• Strong organizational, client service and time management skills.
• Ability to coordinate and collaborate with retail and corporate team members.
• High energy, self-motivated and outgoing personality.

Responsibilities

• Implements the WOSG hospitality program within the showroom.
• Coordinates Rolex education with Learning and Development Department.
• Works with leadership to reinforce client communication expectations online and in-store.
• Identifies resources to enhance the showroom experience through promotions, partnerships, greeters, or concierges.
• Liaises with Rolex to roll out showroom initiatives (e-learning, training updates, CRM requests).
• Determines appropriate technologies to elevate the client experience (CRM, presentation devices, WIFI).
• Follows up with walk-in clients within guidelines and manages in-store follow-ups.
• Leads and executes events with Marketing to elevate luxury brand position.
• Develops weekly and monthly action plans with showroom leadership.
• Creates and maintains a portfolio of hospitality options for interactions.
• Conducts weekly briefings to teams on Rolex initiatives.

Skills

Client experience

Relationship building

Presentation skills

Time management

Coordination

Communication

Tools

CRM

Job description

The Watches of Switzerland Group is seeking a Rolex Manager to oversee all aspects of delivering the Rolex experience across WOSG Official Rolex Jeweler locations. The role focuses on elevating client journeys in-showroom, online and follow-up interactions.

You will partner with showroom leadership and Rolex to design resources, programs and events, implement hospitality standards, manage CRM initiatives, and measure client satisfaction through weekly actions.