Rolex Client Experience Host (1342)

About the role

The Rolex Client Experience Host ensures the delivery of a World Class Client Experience to all clients. Operating in a professional manner and utilizing exceptional communication skills to engage the client, they will have excellent client facing and interpersonal skills. Our Client Experience Host is responsible for facilitating unique and engaging client experiences using creative research and exceptional hospitality. They will be well presented and have a positive ‘can do’ attitude that is infectious both to the client and colleagues alike. Focusing on ensuring all client experience stations are well stocked and maintained they will also assist the Sales Consultants within the showroom and VIP room in the delivery of an exceptional client experience.

Responsibilities

• Be a constant role model for the company culture and ensure it becomes a way of working for the whole team, giving every client (internal and external) an exceptional client experience
• Support transactional process according to Rolex Way
• Deliver all aspects of hospitality as per WOS expectations and objectives
• Lead by example and promote a positive and enjoyable atmosphere in-showroom
• Enhance in-showroom hospitality through research and creative thinking
• Ensure clients are welcomed in a timely manner
• Use CRM to facilitate unique client experiences based on individual client interests
• Probe clients to discover likes and dislikes to consistently improve and personalize each experience
• Support all aspects of the client experience and individual client journey, keeping clients’ needs first
• Support all aspects of hospitality within the showroom
• Ensure compliance to company policy and procedures
• Keep up to date with knowledge of the product and services offered in the showroom
• Maintain all showroom housekeeping standards
• Complete all training requirements through e-learning and other sources
• Be the first point of contact with all clients (both internal and external)
• Attend departmental meetings and represent the showroom at internal and external meetings
• Recommend changes to systems and procedures to improve the efficiency of the floor and continually review operational practices to ensure best practice is delivered at all times
• Ensure all new systems and data are secure and confidentiality is maintained at all times
• Fulfill Watches of Switzerland Group expectations delivering on established KPIs
• Adhere to Watches of Switzerland Group Dress Code Standards
• Perform all duties and responsibilities as assigned by management
• Undertake business-related travel when required

Experience

• Jewelry/watch product knowledge preferred
• Experience with hospitality strongly preferred

Skills

• Exceptional communication and interpersonal skills
• Ability to build excellent working relationships with clients
• Understanding of World Class Client Experience
• Basic selling skills techniques
• Experience of working within a high performing team
• IT literate
• Flexible/adaptable to change
• Confidentiality at the highest level
• Professional approach at all times
• Excellent organisational skills
• Ability to multitask