Rolex Fifth Avenue Flagship Client Engagement Manager

Bucherer USA•New York, NY

7d•Onsite

About The Position

The Client Engagement Manager leads the Concierge and Docent teams within the Global Flagship, ensuring high-touch, personalized experiences for VIC clients. This role oversees on-floor appointment support, immersive tours, and external client services such as hotel bookings, activities, and shows, aligning all operations with brand standards and luxury service expectations. As a hands-on leader, the Client Engagement Manager coaches Concierges and Docents to deliver exceptional client interactions, seamless appointment execution, and engaging tours. The role monitors client engagement metrics and translates insights into actionable strategies to enhance satisfaction, loyalty, and overall experiential impact in a fast-paced luxury environment.

Requirements

Experience in luxury hospitality, client service, or experiential retail environments, preferably in high-profile or flagship locations
Proven ability to lead and develop frontline teams, such as Concierge and Docents, fostering a culture of service excellence
Strong coaching and team management skills, with the ability to motivate staff and maintain consistent, high-quality client service
Solid understanding of luxury client expectations and high-touch service standards
Experience supporting appointments, in-store events, and client activations with attention to detail and operational accuracy
Ability to analyze operational metrics and client traffic to support workflow improvements and service efficiency
Collaborative and effective at working with cross-functional teams and store leadership to deliver seamless experiences
Strong organizational, communication, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment
Capable of maintaining professionalism and service excellence under pressure, with a focus on continuous improvement and hands-on execution

Responsibilities

Lead the execution of high-touch, internal and external VIC client experiences, immersive tours, and client services, ensuring alignment with brand standards
Partner closely with the Experience & Hospitality Director and store leadership to support initiatives that enhance brand positioning and client loyalty
Manage the Client Engagement team, including Concierges and Docents, ensuring seamless execution of appointments, tours, and bespoke experiences
Identify opportunities to enhance experiential offerings, including VIC client events, curated experiences, and personalized services, ensuring alignment with commercial goals
Oversee and support appointment preparation, execution, and on-floor VIC client support to deliver a curated and efficient client journey
Track client engagement metrics, appointment data, and feedback to initiate operational improvements and service enhancements
Plan and execute external experiences, including hotel bookings, activities, and shows
Collaborate with HQ teams, store leadership, and external partners to deliver seamless client experiences consistent with brand standards
Coordinate internal and external resources to support VIC events, tours, and curated client engagements
Champion exceptional, personalized client service across all touchpoints
Lead Concierges in appointment support, VIC client coordination, and on-floor service excellence
Lead Docents in delivering engaging, informative tours that highlight brand heritage and product expertise
Provide on-site leadership during appointments, events, and day-to-day operations to ensure flawless execution
Coach and develop Concierges and Docents to maintain high standards of professionalism, attentiveness, and service excellence
Recruit, train, and develop the Client Engagement team to ensure appropriate staffing and readiness
Implement ongoing training programs and development initiatives for team members
Monitor staff performance, provide feedback, and drive results through coaching and mentoring
Address HR matters in partnership with store leadership and the HR team, ensuring adherence to all company standards