Director of Operations

About:

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

Compensation: $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Work Location: In person