Rolex Fifth Avenue Flagship Client Engagement Manager
$100,000–$115,000 year
On-siteNew York City, New York, United States or New York, United States
New York City, New York, United States or New York, United StatesOn-siteFull Time$100,000–$115,000 yearLarge
Full TimeLarge
Job Summary
Lead the Concierge and Docent teams within the Global Flagship, ensuring high-touch, personalized experiences for VIP clients through on-floor appointment support, immersive tours, and external services like hotel bookings and curated events. Coach frontline staff to deliver seamless client journeys while tracking engagement metrics and feedback to drive operational improvements and service enhancements. Manage team recruitment, training, and performance alongside store leadership to align all initiatives with brand standards and commercial goals.
Required 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
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