JOB PROFILE
Job Title: Rolex Liaison Manager
Reports to: Store Director
Division: Retail
OVERVIEW
This key role serves as the in-store ambassador and operational leader for Rolex, ensuring the brand is exemplified in every client interaction, operational process, and team behavior. This role drives excellence in luxury hospitality, CRM utilization, demand management, and client development while acting as the key liaison between store leadership and Rolex corporate partners.
The position is responsible for elevating brand standards, enforcing disciplined CRM practices tied to allocation strategy, coaching and motivating the team to embody Rolex expectations, and leveraging data-driven insights to identify high-potential clients and drive sustained demand.
ESSENTIAL JOB RESPONSIBILITIES
The Rolex Way-Brand & Experience Leadership- Serve as the in-store Rolex brand ambassador, modeling and enforcing the highest standards of luxury hospitality, presentation, and professionalism.
- Curate and continuously elevate the in-store and online client journey in alignment with Rolex expectations.
- Establish and formalize the store's hospitality program, service standards, and response-time expectations (digital and in-store).
- Identify and implement tools, technologies, and partnerships that enhance the luxury experience (events, local collaborations, concierge support, presentation tools, etc.).
- Lead and execute elevated client events that reinforce brand positioning and deepen relationships.
- Enforce daily implementation of Rolex Digital Catalog to elevate client experience.
- Continuously evaluate operational efficiencies and elevate the overall client journey.
Training & Team Development- Lead, coach, and motivate the sales team to embody Rolex values and deliver exceptional client experiences.
- Monitor and improve mystery shopping and client feedback results through coaching and process refinement.
- Ensure team is routinely up to date with Rolex advisor App training and Rolex News
- Conduct CRM and brand standards training, ensuring consistent adoption of best practices.
- Provide real-time sales floor coaching focused on hospitality, client development, and demand cultivation.
- Partner with store leadership, learning and development, and Rolex corporate teams to align strategic initiatives, product launches, and training updates.
- Promote a culture of accountability, performance excellence, and brand integrity.
CRM Excellence & Client Development- Champion disciplined Salesforce CRM utilization, ensuring data accuracy, integrity, and full team adoption.
- Leverage CRM analytics to evaluate demand trends, registrations, engagement levels, and demographic insights.
- Identify, segment, and strategically develop high-potential and VIP clients through structured clienteling initiatives.
- Drive measurable improvement in CRM performance metrics including segmentation, retention, engagement, and marketing consent.
- Utilize CRM insights to support targeted outreach, event strategy, and sustained demand generation.
- Oversee and enforce allocation processes, ensuring all decisions are supported by documented CRM data and client history.
- Responsible for allocation of product in partnership with the Sales Director, in alignment with policy and best practice
- Monitor inventory to prevent aging merchandise and excess objective models; pace allocations appropriately.
- Maintain disciplined, transparent processes that protect brand integrity.
- Identify innovative yet brand-aligned strategies to cultivate demand and long-term client loyalty.
Strategic Partnership - Serve as the key liaison between store leadership and Rolex corporate teams.
- Support the rollout of Rolex initiatives including e-learning, novelty launches, CRM updates, and market data reporting.
- Evaluate industry best practices and emerging technologies to maintain leadership in luxury experience.
- Provide actionable feedback to Rolex on opportunities for brand support and enhancement.
DIRECT REPORTS
All store employees within assigned location.
QUALIFICATIONS
- 3-5+ years' experience in luxury retail, preferably in watches or jewelry
- Bachelor's degree in business, management or other related fields
- Understanding of market trends in the luxury space
- Excellent verbal and written communication
- Team player, willing to take on additional projects as needed
- Demonstrates strong interpersonal skills to develop rapport and strong partnerships across all authorized Rolex retail doors
- Organized and detail oriented
- Well versed in Microsoft Excel, PowerPoint, and Office
- Flexible availability for work schedule; must be available to potentially work evenings or weekends for events or visits as needed
