ROLEX - Customer Experience Assistant Manager

ROLES:

Own Rolex client experience and customer service delivery end-to-end within DAFC’s independent Rolex organization. This role designs and runs key customer journeys (including post-sales), owns customer service & complaints operations, leads training and frontline enablement, and runs a structured governance/QA system (mystery shopper + audits) to protect Rolex standards and ensure consistent execution across boutiques

RESPONSIBILITIES:

1. Customer Journey Design & Standardization (incl. Post-sales)

• Design, standardize, and govern priority customer journeys across boutiques, including onboarding, purchase, delivery, VIP appointments, and post-sales services.
• Define service principles, key touchpoints, roles, hand-offs, and service SLAs for each journey.
• Ensure journeys are operationally feasible, brand-compliant, and scalable across boutique formats.

2. Training & Service Enablement

• Translate service journeys and standards into practical training programs for advisors and boutique managers.
• Develop onboarding, refresher, and scenario-based training (e.g. VIP handling, expectation management, service recovery).
• Deliver training directly or via train-the-trainer model; ensure adoption through coaching and assessments.

3. Customer Service & Complaints Management

• Own end-to-end customer service and complaint handling: intake, investigation, resolution, and closure.
• Define complaint SLAs, escalation levels, approval matrix, and service recovery principles.
• Manage high-touch communication with premium clients and ensure brand-safe resolution.
• Analyze complaint trends and drive corrective actions through journey and training improvements.

4. CX Governance & Quality Assurance

• Design and operate CX governance and QA systems, including mystery shopper programs, audits, and scorecards.
• Define evaluation criteria covering service behavior, journey adherence, and post-sales handling.
• Run continuous improvement cycles (weekly / monthly / bi-annual) and report insights to leadership.

5. VIP Treatment & Client Communication Governance

• Define and operationalize VIP treatment strategy, including entitlements, rituals, personalization rules, and exception principles.
• Establish clear communication guardrails for sensitive topics (availability, timelines, after-sales commitments).
• Ensure consistent, transparent, and brand-aligned messaging across all customer touchpoints.

6. Cross-functional Collaboration

• Marketing: Ensure service readiness for campaigns; monitor service impact and recommend mitigation actions.
• CRM/Data: Align journey requirements, tier benefits, and use insights to prioritize CX improvements.

• Other: Take on additional responsibilities as required by business needs, subject to capacity and prioritization alignment with line manager

• 3+ years in customer experience, customer service operations / retail excellence for
• Proven experience owning complaint operations for luxury clientele (high-stakes, sensitive cases)
• Strong journey design + training delivery capability
• Experience mystery shopper programs, scorecards, governance cadence
• Excellent stakeholder management (boutiques, after-sales, brand leadership. Internal stakeholders)
• Strong English communication

Nice to have:

• Watch/high-demand product context
• Luxury marketing