Director of Operations

Wrist Aficionado is one of the most recognized names in the preowned and grey-market luxury watch space — with boutique locations inside the Waldorf Astoria Beverly Hills, The Setai Miami, and a private townhouse steps from Fifth Avenue in New York. We trade in timepieces that most dealers only dream about. We're growing fast, and we need a sharp, polished operator to run the engine room. If you know the difference between a 5711 and a 5726 without Googling it — keep reading. You're the connective tissue of a high-performance team. As Director of Operations, you will oversee three core pillars of the business: our sales team, marketing department, and CRM operations. You will report directly to the founder and serve as the internal leader who ensures every department moves in lockstep — from client acquisition to deal close to post-sale retention. This is not a figurehead role. We need someone who can hold people accountable, build systems that scale, and still speak knowledgeably to a client on the floor about a Royal Oak Offshore vs. a Royal Oak Jumbo. Responsibilities: Sales Operations: lead, coach, and manage the sales team across all locations. Set and track KPIs, optimize the sales pipeline, develop incentive structures, and drive revenue growth through both walk-in and repeat collector clientele. Marketing oversight: oversee content strategy, social media execution, and brand voice across Instagram, email, and digital channels. Collaborate on campaigns, photo/video shoots, influencer partnerships, and new collection drops. Ensure all content reflects the Wrist Aficionado standard. CRM and client relations: own our CRM platform — maintain and grow the client database, build segmentation and outreach workflows, and develop strategies to improve client lifetime value and repeat purchase rates. Champion a white-glove client experience at every touchpoint. Establish and enforce SOPs across all operational functions Conduct regular team performance reviews and one-on-ones Coordinate cross-departmental projects with precision and speed Manage vendor and partner relationships as needed Provide weekly reporting and operational briefings to leadership Assist in hiring, onboarding, and training new team members Identify operational bottlenecks and implement scalable solutions What you bring to the table: 3–5 years in the luxury watch industry — this is nonnegotiable Hands-on experience with Rolex, Audemars Piguet, and Patek Philippe Proven track record managing a sales team in a luxury environment Strong working knowledge of CRM platforms Experience overseeing or collaborating with a marketing team Exceptional communication and interpersonal skills Ability to analyze data and translate insights into action High level of discretion — our clients are HNW and expect privacy Meticulous attention to detail and a standard of excellence Proficiency in Google Suite Bonus: grey-market or secondary market watch trading experience Bonus: existing relationships in the collector or dealer community Bonus: comfort operating across multiple locations and time zones Bonus: experience with luxury hospitality or high-end retail brands #J-18808-Ljbffr