Rolex Manager (1281)

Watches of Switzerland Group PLC; Greenwich (CT); On-site; USD 60,000 - 80,000; Full time

Job summary

Watches of Switzerland Group PLC, located in Greenwich, Connecticut, is seeking a Rolex Manager responsible for enhancing the client experience through managing the Rolex brand experience across various platforms. This role includes implementing the hospitality program, coordinating training, and liaising with Rolex to improve client interactions.

The ideal candidate will have at least three years in luxury hospitality or retail, combined with exceptional relational skills and the ability to work creatively in a fast-paced environment. This position requires strong communication and organizational skills.

Qualifications

• 3 years of experience in luxury hospitality, luxury retail, or related field.
• High School Diploma; college preferred.

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.
• Identifies resources to integrate into the experience.
• Liaise with Rolex for showroom experience initiatives.
• Works with leadership on technologies to elevate the experience.
• Follows up with walk-in clients according to guidelines.
• Carries out events to enhance luxury brand position.
• Tests and measures the client’s experience.
• Provides feedback to Rolex for improvements.
• Studies experience technologies for best practices.
• Develops action plans for managing client interactions.
• Creates and maintains a portfolio of hospitality options.
• Conducts weekly briefs on Rolex initiatives.
• Trains dedicated Rolex team members.
• Participates in showroom daily briefs.
• Prepares weekly client experience summary.
• Executes all duties assigned by management.

Skills

Client experience proficiency

Strong presentation skills

Organizational skills

Creative problem-solving

Attention to detail

Client service skills

Verbal communication skills

Ability to coordinate teams

Multitasking ability

Understanding of luxury experience

Education

High School Diploma

College degree (preferred)

Job description

Job Objective

This Rolex Manager is responsible for all areas related to creating and managing the Rolex experience. They will work to continually improve the in-showroom, online and follow-up experience for the client for the WOSG Official Rolex Jeweler locations. They will collaborate with showroom management and Rolex to determine resources, programs, and expectations to create a dynamic and 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/boutique leadership) 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 identifying areas 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 on each 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.
• Participates in showroom/boutique daily briefs
• 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.

Expereince

• 3 years of experience in luxury hospitality, luxury retail, or related field

Skills & Knowledge

• Excels in client experience and building relationships
• Outstanding presentation skills, can speak with enthusiasm
• Strong organizational, client service and time management skills
• Ability to find creative solutions
• Ability to effectively create and implement new processes
• Strong attention to detail
• Strong verbal communication skills
• High energy, self‑motivated and outgoing personality
• Ability to coordinate and collaborate with retail and corporate team members
• Ability to multitask daily on a fast‑paced environment
• High School Diploma, college Preferred
• Understanding of Luxury Experience
• Understanding of Luxury Timepieces and Jewelry