Mgr Rolex Client Experience

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Job Profile Title:

Mgr Rolex Client Experience

Job Code:

12192

Profile Title:

12192 Mgr Rolex Client Experience

Grade / Band:

L1

FLSA Status:

Exempt

The Rolex Client Experience Manager is responsible for all areas related to creating and managing the Rolex experience within the Rolex Boutique at Bellagio. They will work to continually improve the in-store, online and follow-up experience for the client and collaborate with management and Rolex to determine resources, programs, and expectations to create a dynamic Rolex client journey.

Responsible for maintaining CRM platform (MS Dynamics) and ensuring participation from all team members.

Partner with marketing department on social media strategy.

Responsible for responding to all online customer inquiries, maintaining online presence with most up to date information.

Responsible for upholding Steps of Service with team, providing feedback as needed.

Partner with store management on visual merchandising to ensure all Rolex standards are meet including product presentation, floral program, cleaning checklists, store maintenance, etc.

Prepare Rolex Annual Business Reviews.

Continually work to improve boutique, online, and follow-up experience for the client.

Collaborate with management and Rolex to determine resources, programs, and expectations to create a dynamic, positive Rolex client journey.

Implement and drive the hospitality program in-store.  Continue to develop creative ways to enhance the guest experience.

Develop training calendar and execute all trainings for team members.

Reinforce client communication expectations (response time expectations online, cadence to follow-up on requests in-store and online).

Identify resources to integrate into the experience (promotional, events, greeters, or concierges to handle traffic and other creative ideas).

Liaise with Rolex to roll-out boutique experience initiatives (e-learning, novelty launch, training updates, CRM requests, market data).

Determine appropriate technologies to elevate the experience (presentation tablet, proper WIFI, CRM, aggregators, etc.).

Lead, execute, and host events/activities, may require travel.

Determine ways to test and measure the client’s experience within the boutique.

Focuses on improving the client experience within the boutique by identifying areas to enhance engagement and efficiency (sizing, back-office inefficiency, data collection).

Provide feedback to Rolex team on areas the brand can help improve or provide support.

Executes competitive shops to evaluate other industry/company “experiences” and rollout best practices learned.

Develop communication strategy and materials including but not limited to, email/text response templates, standard client letters, etc.

Conducts monthly 1:1s with all team members to review service level and opportunities.

Participate in daily briefs with team members, cascade information as needed.

Actively engage with customers on selling floor, support team members with appointments, assist with store flow of traffic.

Prepares a weekly client experience summary on Rolex experience including support needed to enhance on client and team experience.

Work closely with Rolex representatives on various areas of focus, attend trainings as required.

Must be available to work varied shifts and weekends.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree or equivalent experience

Required

2+ Years of Prior Relevant Experience

In luxury hospitality, luxury retail, or related field

Required

Understanding of Luxury Experience

Required

Understanding of Luxury Timepieces and Jewelry

Required

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

Social Media usage

Comfortable with technology

CRM

Microsoft Office

Balancing

X

Bending

X

Carrying 10 pounds

X

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Distant vision

X

Driving

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting 10 pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

Travel

X

Wet/Humid

X

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Organization

X

Reading - simple

X

Reading - complex

X

Repetition

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X