Customer Experience Assistant Manager - Luxury Retail

This position holds full responsibility for driving customer experience and service quality standards for Rolex at DAFC

ROLES:

·       To lead and manage the overall customer experience and service quality across Rolex boutique operations.

·       Ensure consistency with brand standards through well-designed customer journeys, team capability development, and effective service quality control.

RESPONSIBILITIES:

1.      Customer Journey & Experience Management

• Design and standardize key customer journeys, including new customers, sales, VIP experience, after-sales, and client retention
• Define touchpoints, service standards, roles, and service level agreements (SLAs)
• Ensure consistent execution aligned with brand standards
• Assess service readiness across boutiques, including pre-opening preparation

2.     Training & Team Development

• Develop and implement structured training programs (onboarding and ongoing)
• Enhance team capabilities in luxury service, client handling, and VIP engagement
• Conduct roleplay sessions (including English) and in-store coaching
• Monitor training effectiveness and continuously improve materials

3.     Service Operations & Complaint Handling

• Oversee the end-to-end complaint handling process from intake to closure
• Establish SLAs, case prioritization, and escalation protocols
• Collaborate with relevant stakeholders to ensure timely and effective resolution
• Analyze root causes and drive service improvement initiatives

4.     CX Governance & Quality Control

• Develop and manage service quality frameworks (QA, scorecards)
• Implement and oversee Mystery Shopper programs
• Monitor performance, provide insights, and drive continuous improvements

5.     VIP Client Experience & Communication

• Execute VIP client strategies to ensure personalized and consistent experiences
• Develop and enforce communication guidelines across all client touchpoints (in-store and digital)
• Manage client expectations, particularly regarding product availability and service commitments

6.     Cross-functional Collaboration

• Marketing: Ensure service readiness for campaigns; monitor service impact and recommend mitigation actions.
• CRM/Data: Define data requirements to support CX and VIP management. Leverage insights to enhance customer journeys and training effectiveness
• Other: Take on additional responsibilities as required by business needs, subject to capacity and prioritization alignment with line manager

• 3+ years of experience in customer service or retail excellence, preferably in luxury retail or aviation
• Strong capabilities in training, coaching, and service quality management
• Strong journey design + training delivery capability
• Excellent communication, problem-solving, and stakeholder management skills
• Excellent stakeholder management (boutiques, after-sales, brand leadership. Internal stakeholders)
• Strong English communication

NOTE:

All activities must comply with Rolex brand standards and require approval where applicable