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

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

Training & Service Enablement

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

Customer Service & Complaints Management

Manage high- touch communication with premium clients and ensure brand- safe resolution.
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.
Analyze complaint trends and drive corrective actions through journey and training improvements.

CX Governance & Quality Assurance

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.
Design and operate CX governance and QA systems, including mystery shopper programs, audits, and scorecards.

VIP Treatment & Client Communication Governance

Ensure consistent, transparent, and brand- aligned messaging across all customer touchpoints.
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).

Cross- functional Collaboration

Marketing: Ensure service readiness for campaigns; monitor service impact and recommend mitigation actions.
Other: Take on additional responsibilities as required by business needs, subject to capacity and prioritization alignment with line manager
CRM/Data: Align journey requirements, tier benefits, and use insights to prioritize CX improvements.

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

Laptop, Chế độ bảo hiểm, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Công tác phí, Nghỉ phép năm

Cập nhật gần nhất lúc: 2026-02-12 09:35:04