Rolex Experience Manager

The 1916 Company•Philadelphia, PA

3d•Onsite

About The Position

The Rolex Experience Manager plays a critical role in shaping and delivering a world-class client journey—from first-time buyers to lifelong collectors. This position is responsible for ensuring every touchpoint reflects Rolex’s exceptional standards, while supporting sales, marketing, and in-store teams to drive client engagement, loyalty, and satisfaction.

Requirements

3+ years of experience in marketing, customer service, luxury retail, or hospitality
Experience working with CRM systems, Microsoft Outlook, and Excel (Adobe or Canva is a plus)
Strong understanding of luxury service standards and client expectations
An excellent communicator who can navigate both client interactions and internal collaboration with ease
Highly organized with strong time management skills and the ability to prioritize in a fast-paced environment
Detail-oriented with a meticulous eye for presentation and quality
Customer-first mindset with a commitment to delivering exceptional service without compromise
Self-motivated, resourceful, and proactive in solving problems
A collaborative team player with a positive attitude and sense of humor
Adaptable and flexible in managing evolving priorities
Accountable, taking full ownership of responsibilities and outcomes

Responsibilities

Develop and implement the full customer journey, from acquisition to retention
Execute automated client communications, gifting strategies, and retention initiatives
Manage client appointments, inquiries, and lead distribution to Sales Professionals
Maintain accurate and detailed client profiles within CRM systems
Deliver elevated hospitality experiences for VIP clients, including curated meetings and in-store engagements
Support Sales Professionals with deliveries and personalized service touchpoints
Ensure the Rolex space consistently meets the highest standards of presentation and cleanliness
Assist in planning and executing private client events and in-store experiences
Collaborate with marketing teams to brainstorm and implement creative engagement strategies
Support event logistics, production, and follow-up initiatives
Oversee client gifting, including ordering, inventory management, and CRM tracking
Conduct and manage customer surveys and mystery shopping programs
Ensure store displays and visual merchandising align with Rolex brand standards
Assist with inventory allocation, cycle counts, and strategic placement of timepieces
Stay current on Rolex product knowledge and brand training initiatives
Support onboarding and training of new hires on the Rolex client experience
Monitor and encourage ongoing training for the sales team
Maintain open communication with store leadership regarding needs and opportunities