Client Experience Manager - Old Bond Street

Job Description

In preparation for a Spring 2025 opening of The New Rolex Boutique on London's iconic Bond Street, The Watches of Switzerland Group are seeking to recruit a Client Experience Manager to support the exceptional service delivered by the showroom.

The history of Rolex is inextricably linked to London, where the company was founded in 1905 by Hans Wilsdorf making this new flagship location even more significant.

Position Overview

As Client Experience Manager, you will be responsible for supporting the showroom in the smooth running of all Hospitality operations and in particular, organising events including managing third party suppliers, to provide exceptional and memorable experiences for Clients. You will be using your interpersonal skills, passion for our products & services and external networks, alongside your excellent hosting skills to design and deliver events for individual Clients, small group events and working with the Client Experience Team in Support Office for large scale Client Events with the Brand. Leading your team by example, you will help create an inclusive and welcoming, from the moment they enter our Showrooms to long after they have made their purchase. You will be carrying out tasks on the Showroom floor, liaising with clients, colleagues and third parties overseeing administrative tasks and ensuring every detail of the Client's experience delivered to your exceptional standards.

Key Accountabilities :

• Close management of a client and showroom calendar and daily and future planning in accordance with client bookings / colleague bookings.
• Supporting all aspects of hospitality and client experience within the Showroom & at Client Events, leading your Team to ensure they deliver to exceptional standards of client hospitality
• Recommending and sourcing external experiences and services through your professional network
• Supporting Showroom Teams in hosting Client Events and setting the standard for an exceptional experience
• Events Management, including, agreeing costs and managing invoices for event services
• Overseeing all aspects of hospitality for clients including drinks (alcoholic and non-alcoholic) and catering
• Organising and preparing the VIP room (where applicable).
• Maintenance of the showroom housekeeping standards.

Role Requirements / Attributes

About Us

Founded in 1924, our world is one of horological obsession. A place where luxury prevails and our clients' needs are central to everything we do. Finding the luxury timepiece for our clients is what makes us tick, and thus we endeavour to make our showrooms and the service within them extraordinary. Our experts are on-hand in our showrooms for everything, from finding the luxury watch to suit, to revealing some of the latest pieces from the world's most prestigious brands including Patek Philippe, Rolex, Breitling, Jaeger-LeCoultre, IWC, Omega, Blancpain, Chanel and many more.

The Watches of Switzerland Group are a FTSE-250 retail company employing nearly 3,000 people across the UK, Europe, and the United States. We're the UK's leading luxury watch specialist in the UK with a significant presence in the US and a complementary jewellery offering. At the last count we have over 190 showrooms across the UK, US, and Europe, including 77 dedicated mono-brand boutiques in partnership with brands such as Rolex, OMEGA, TAG Heuer and Breitling plus seven-e-commerce websites!

Our success is based on strong, long-standing partnerships with the most prestigious luxury watch brands, supported by impactful marketing and powered by leading-edge technology to provide our clients with a modern, distinctive luxury experience. This is underpinned by our people, who are highly trained and motivated to deliver exceptional client experience whilst building inclusive teams.

Our clients love us for our exceptional client experience, expertise, and approachability. Our clients are at the heart of everything that we do – we love to wow our clients and make every interaction with us special and memorable.

Some of our benefits

At Watches of Switzerland Group, we celebrate diversity and are committed to building an inclusive environment that embraces employees' unique backgrounds and perspectives. Your application will be reviewed anonymously, focusing solely on your qualifications, skills and experience.