Rolex Fifth Avenue Flagship Client Engagement Manager

About the role

The Client Engagement Manager leads the Concierge and Docent teams within the Global Flagship, ensuring high-touch, personalized experiences for VIC clients. This role oversees on-floor appointment support, immersive tours, and external client services such as hotel bookings, activities, and shows, aligning all operations with brand standards and luxury service expectations.

Responsibilities

• Lead the execution of high-touch, internal and external VIC client experiences, immersive tours, and client services, ensuring alignment with brand standards
• Manage the Client Engagement team, including Concierges and Docents, ensuring seamless execution of appointments, tours, and bespoke experiences
• Identify opportunities to enhance experiential offerings, including VIC client events, curated experiences, and personalized services, ensuring alignment with commercial goals
• Oversee and support appointment preparation, execution, and on-floor VIC client support to deliver a curated and efficient client journey
• Track client engagement metrics, appointment data, and feedback to initiate operational improvements and service enhancements
• Plan and execute external experiences, including hotel bookings, activities, and shows
• Collaborate with HQ teams, store leadership, and external partners to deliver seamless client experiences consistent with brand standards
• Lead Concierges in appointment support, VIC client coordination, and on-floor service excellence
• Lead Docents in delivering engaging, informative tours that highlight brand heritage and product expertise
• Provide on-site leadership during appointments, events, and day-to-day operations to ensure flawless execution
• Coach and develop Concierges and Docents to maintain high standards of professionalism, attentiveness, and service excellence
• Recruit, train, and develop the Client Engagement team to ensure appropriate staffing and readiness
• Implement ongoing training programs and development initiatives for team members
• Monitor staff performance, provide feedback, and drive results through coaching and mentoring

Qualifications

• Experience in luxury hospitality, client service, or experiential retail environments, preferably in high-profile or flagship locations
• Proven ability to lead and develop frontline teams, such as Concierge and Docents, fostering a culture of service excellence
• Strong coaching and team management skills, with the ability to motivate staff and maintain consistent, high-quality client service
• Solid understanding of luxury client expectations and high-touch service standards
• Experience supporting appointments, in-store events, and client activations with attention to detail and operational accuracy
• Ability to analyze operational metrics and client traffic to support workflow improvements and service efficiency
• Collaborative and effective at working with cross-functional teams and store leadership to deliver seamless experiences
• Strong organizational, communication, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment
• Capable of maintaining professionalism and service excellence under pressure, with a focus on continuous improvement and hands-on execution

Pay

Compensation: $100,000.00 - $115,000.00 plus eligibility for bonus