Rolex Manager

The Watches of Switzerland Group•Sarasota, FL

27d

About The Position

This Rolex Manager is responsible for all areas related to creating and managing the Rolex experience for the WOSG Official Rolex Jeweler locations. They will work to continually improve the in-showroom, online and follow-up experience for the client. They will collaborate with showroom management and Rolex to determine resources, programs, and expectations to create a dynamic, smooth Rolex client journey.

Requirements

Understanding of Luxury Experience
Understanding of Luxury Timepieces and Jewelry
High School diploma required, College Preferred
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
Excellent judgment skills

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.