Rolex Manager

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.

• 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.

• 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 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