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.
