Rolex Experience Manager

Position: Rolex Experience Manager

Location: Walnut Street Store, in person

Reports to: Daniel Perlsweig

Position Overview

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.

Key Responsibilities

Client Journey & Engagement

• 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

Client Experience & Hospitality

• 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

Events & Marketing Collaboration

• 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

Operations & Brand Standards

• 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

Training & Team Support

• 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

Qualifications

• 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

Who You Are

• 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