Become one of the stars behind The SHOW and become part of the world's most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race.

PRIMARY PURPOSE:

The Client Experience Manager at Rolex 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.

PRINCIPAL DUTIES & RESPONSBILITES:

• 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.

MINIMUM REQUIREMENTS:

• 2 (Two) Years of Experience in Luxury Retail.
• Bachelors or Related Experience.
• Have the Understanding of Luxury Experience.
• Have the Understanding of Luxury Timepieces and Fine Jewelry