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Rolex Ambassador-Commission

J o b D e s c r i p t i o n

Job Profile Title:	Rolex Ambassador-Commission
Job Code:	12214
Profile Title:	12214 Rolex Ambassador-Commission
Grade / Band:	07
FLSA Status:	Non-Exempt
The Rolex Ambassador is responsible for providing an outstanding client experience, meet or exceed sales objectives, and use appropriate judgment to make decisions to build customer relationships. Providing an outstanding client experience by creating a positive and engaging environment for the client is imperative. This is accomplished by being enthusiastic and demonstrating a passion for the Rolex brand.

Principal Duties & Responsibilities
Engage all guests in a friendly manner using our SHOW Service Basics program to deliver WOW moments.
Offer exceptional guest service to all customers who enter the store by welcoming them, listening to their story, assisting with questions, and ultimately providing a positive guest experience.
Maintain a clean and safe environment that aligns with Rolex Steps of Service expectations.
Own guest journey from first interaction and maintain consistent communication to create meaningful relationships with customer to keep the dream alive.
Follow all CRM requirements and actively log all details including customer information, purchases, and communication (text, email, phone calls).
Communicate regularly to customers with cadence determined by management via text, emails, phone calls, etc. to develop and maintain customer relationships. Must be available to respond to guests at all times.
Engage in formalized training programs and implement all learnings into guest experience and complete all Rolex led trainings as assigned.
Proficient in all aspects of timepieces including history, model, make, service.
Follow all in-store guest experience protocols set forth by management including but not limited to; communication standards, beverage service, hospitality, exit gifts, etc.
Ability for local and domestic travel and to host clients from time to time for special events.
Comfortable with maintaining visual merchandising standards and application of “Swiss Eye” attention to details.
Autonomy for creating unique and special personalized experiences to cater to specific interests of each guest, implement a “Say Yes” mindset.
Business professional attire must be worn at all times, consistent with high standards and prestigious reputation of Rolex. All sales associates must wear a Rolex watch and either a Rolex tie or Rolex scarf. Sales associates must also adhere to MGM appearance standards.
A strict “no-gifting policy” must be adhered to at all times. Any violation of this policy will lead to disciplinary action up to termination.
Resolve customer disputes and complaints to the satisfaction of the customer.
Drive customer engagement to maintain guest retention and repeat business.

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Education
Education Level	Education Details	Required/ Preferred
High School Diploma or GED		Required

Work Experience
Experience	Experience Details	Required/ Preferred
2+ Years of Prior Relevant Experience	Experience in a luxury jewelry retail environment, specifically Rolex.	Required

Knowledge, Skills and Abilities
KSAs
Follow specified Rolex guidelines, including knowledge of each timepiece model.
Work varied shifts, to include weekends and holidays.
Proven track record of customer service and engagement skills.
Strong philosophy of how to develop the life of a guest (guest lifecycle).
Comfortable with social media and technology including responding to guest inquiries and reviews.
Ability to properly handle in-store, telephone, and digital inquiries in a professional and timely manner.
Must have a polished and professional appearance with a positive attitude.
Excellent interpersonal and customer relation skills.

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
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

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
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

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
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