Rolex Manager - Hudson Yards

brobstongroup.com - Jobboard; New York (NY); On-site; USD 90,000 - 150,000; Full time

Job summary

Rolex in New York's Hudson Yards location seeks a Client Experience Manager to lead the in-showroom experience. You’ll partner with showroom leadership and Rolex to elevate client interactions through training, technology, events, and timely follow-up.

The role focuses on refining hospitality programs, measuring impact, and strengthening the luxury brand experience with a data-driven approach.

Qualifications

• Experience delivering exceptional client experiences in luxury settings.
• Strong presentation and verbal communication skills.
• Ability to design, implement, and refine hospitality processes.

Responsibilities

• Implement the WOSG hospitality program in the showroom and maintain local options.
• Coordinate Rolex education and training with Learning and Development; conduct weekly sessions.
• Liaise with Rolex to rollout experience initiatives, e-learning, launches, and CRM requests.
• Define client communication and follow-up expectations; ensure timely responses.
• Identify and recommend technologies to elevate the showroom experience (tablets, CRM, WIFI).
• Lead and execute events and marketing activities to enhance Rolex's luxury brand position.
• Design tests and metrics to measure client experience; prepare weekly summaries.
• Participate in briefs and create action plans to manage appointments, thank you emails, and consultations.

Skills

Luxury hospitality

Luxury retail

Client experience

Presentation

Verbal communication

Organizational skills

Collaboration

Education

High school diploma

College preferred

Job description

Summary

The Rolex Client Experience Manager leads the in-showroom Rolex experience at the Hudson Yards location, partnering with showroom leadership and Rolex to elevate client interactions. This role focuses on improving the showroom journey through training, technology, events, and client follow-up. The manager designs, measures, and refines hospitality programs to strengthen the luxury brand experience.

Responsibilities

• Implement the WOSG hospitality program within the showroom and maintain a portfolio of local hospitality options
• Coordinate Rolex education and training with Learning and Development and conduct weekly training for Rolex team members
• Liaise with Rolex to roll out experience initiatives, e-learning, launches, and CRM requests
• Work with leadership to define client communication and follow-up expectations and ensure timely responses
• Identify and recommend technologies and resources to elevate the showroom experience (presentation tablets, CRM, WIFI)
• Lead and execute events and marketing activities to enhance the luxury brand position
• Design tests and metrics to measure client experience and prepare weekly client experience summaries
• Participate in daily and weekly briefs and develop action plans to manage appointments, thank you emails, and consultations

Requirements

• High school diploma required; college preferred
• Minimum 3 years experience in luxury hospitality, luxury retail, or a related field
• Understanding of luxury timepieces and jewelry
• Proven ability to create exceptional client experiences and build relationships
• Outstanding presentation, verbal communication, and organizational skills
• Ability to develop and implement processes, multitask in a fast-paced environment, and exercise excellent judgment
• Strong attention to detail, high energy, and a collaborative mindset