Rolex Experience Manager

Position: Rolex Experience ManagerLocation: Walnut Street Store, in personReports to: Daniel PerlsweigPosition OverviewThe 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 ResponsibilitiesClient Journey & EngagementDevelop and implement the full customer journey, from acquisition to retentionExecute automated client communications, gifting strategies, and retention initiativesManage client appointments, inquiries, and lead distribution to Sales ProfessionalsMaintain accurate and detailed client profiles within CRM systemsClient Experience & HospitalityDeliver elevated hospitality experiences for VIP clients, including curated meetings and in-store engagementsSupport Sales Professionals with deliveries and personalized service touchpointsEnsure the Rolex space consistently meets the highest standards of presentation and cleanlinessEvents & Marketing CollaborationAssist in planning and executing private client events and in-store experiencesCollaborate with marketing teams to brainstorm and implement creative engagement strategiesSupport event logistics, production, and follow-up initiativesOperations & Brand StandardsOversee client gifting, including ordering, inventory management, and CRM trackingConduct and manage customer surveys and mystery shopping programsEnsure store displays and visual merchandising align with Rolex brand standardsAssist with inventory allocation, cycle counts, and strategic placement of timepiecesTraining & Team SupportStay current on Rolex product knowledge and brand training initiativesSupport onboarding and training of new hires on the Rolex client experienceMonitor and encourage ongoing training for the sales teamMaintain open communication with store leadership regarding needs and opportunitiesQualifications3+ years of experience in marketing, customer service, luxury retail, or hospitalityExperience working with CRM systems, Microsoft Outlook, and Excel (Adobe or Canva is a plus)Strong understanding of luxury service standards and client expectationsWho You AreAn excellent communicator who can navigate both client interactions and internal collaboration with easeHighly organized with strong time management skills and the ability to prioritize in a fast-paced environmentDetail-oriented with a meticulous eye for presentation and qualityCustomer-first mindset with a commitment to delivering exceptional service without compromiseSelf-motivated, resourceful, and proactive in solving problemsA collaborative team player with a positive attitude and sense of humorAdaptable and flexible in managing evolving prioritiesAccountable, taking full ownership of responsibilities and outcomes