Rolex Manager

The Watches of Switzerland Group; Greenwich (CT); On-site; USD 90,000 - 130,000; Full time

Job summary

The Watches of Switzerland Group is seeking a Rolex Manager to oversee the in-showroom and online client experience across WOSG Official Rolex Jeweler locations. The role collaborates with showroom leadership and Rolex to deliver resources, programs and expectations for a dynamic, smooth Rolex client journey.

Responsibilities include implementing hospitality programs, coordinating Rolex education, guiding client communications, and leading events with Marketing to elevate the luxury brand.

Qualifications

• Proven ability to enhance client experience in luxury retail environments.
• Excellent communication and presentation skills for client engagement.
• Strong organizational and time-management capabilities.
• Ability to implement new processes and test improvements.

Responsibilities

• Implement the WOSG hospitality program in showroom.
• Coordinate Rolex education with Learning & Development.
• Reinforce client communication expectations (in-store and online).
• Identify resources to enhance the showroom experience (promotions, partnerships).
• Roll out showroom initiatives with Rolex (e-learning, CRM requests, training).
• Select technologies to elevate guest experience (CRM, tablets, WiFi).
• Lead and execute events with Marketing to elevate the luxury brand.
• Follow up with walk-in clients per guidelines and manage follow-ups.

Skills

Client experience

Presentation skills

Organization

Time management

Creativity

Process implementation

Team collaboration

Communication

Education

High School Diploma

College degree preferred

Tools

CRM

Presentation tablet

Job description

This Rolex Manager is responsible for all areas related to creating and managing the Rolex experience
for the WOSG Official Rolex Jeweler locations. They will work to continually improve the inshowroom, online and follow-up experience for the client. They will collaborate with showroom
management and Rolex to determine resources, programs, and expectations to create a dynamic,
smooth Rolex client journey.

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 (response time expectations
  online, cadence to follow-up on requests in-store and online)
• Identifies resources to integrate into the experience (promotional, local partnerships with restaurants/other events, greeters or concierges to handle traffic and other creative ideas)
• Liaise with Rolex to roll-out showroom/boutique experience initiatives (e-learning, novelty launch,
  training updates, CRM requests, market data)
• Works with showroom leadership to determine appropriate technologies to elevate the experience(presentation tablet, proper WIFI, CRM, aggregators, etc.)
• Follows up within the specified follow up guidelines with all walk-in clients who visit the showroom
• Leads and executes events and activities (with the Marketing Department and showroom/boutiqueleadership) which elevate our luxury brand position
• Determine ways to test and measure the client’s experience within the showroom/boutique
• Focuses on improving the client experience within the showroom/boutique journey by identifyingareas to enhance engagement and efficiency (sizing, back-office inefficiency, data collection)
• Provides feedback to Rolex team on areas the brand can help improve or provide support
• Studies other industry/company “experience” technologies/best practices to keep the lead
• Develops weekly and monthly action plans with showroom leadership showcasing Captivate actions
  to manage 'thank you' emails, in store consultations, appointments with management
• Create and maintain portfolio of hospitality options within the area and ensures enhancement oneach interaction utilizing those
• Conducts weekly brief to all teams on Rolex initiatives.
• Conducts weekly training to dedicated Rolex team members and other colleagues who may be
  assigned to the Rolex area within the showroom.
• Prepares a weekly client experience summary on Rolex experience including support needed to
  enhance on client and team experience from both, Rolex and WOS.
• All other duties and responsibilities as assigned by management.
• 3 years of experience in luxury hospitality,luxury retail, or related field

Skills & Knowledge

• Excels in client experience and buildingrelationships
• Outstanding presentation skills, can speakwith enthusiasm
• Strong organizational, client service andtime management skills
• Ability to find creative solutions
• Ability to effectively create and implementnew processes
• Strong attention to detail
• High energy, self-motivated and outgoingpersonality
• Ability to coordinate and collaborate withretail and corporate team members
• Ability to multitask daily on a fast-pacedenvironment
• High School Diploma, college Preferred
• Understanding of Luxury Experience
• Understanding of Luxury Timepieces andJewelry