O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud is a suite of apps designed to enhance the employee experience with strategic recognition, service awards, wellbeing, leadership, and events that help people thrive at work. Our Culture by Design approach provides expert services to organizations looking to create great workplaces.
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Position Summary
The Timepiece Manager oversees daily operations, sales support, training coordination, visual merchandising, service processes, and brand compliance for multiple luxury watch brands, including Rolex, Patek Philippe, Cartier, Omega, IWC, and Tudor. This role ensures accurate sell‑in/sell‑out performance, maintains brand standards, and supports a high‑performing sales team.
Key Responsibilities
Sales & Inventory Operations
Support Directors of Sales with product orders, retailer portals, sell‑in/sell‑out flow, and allocation meetings.
Maintain accurate sell‑out reporting, wishlists, watch applications, LOIs, and product requests.
Assist in achieving quarterly and annual brand KPIs (Scorecards, FEO, MPDS, service goals).
Supervise promotional item orders and VM material orders.
Ensure a personal, healthy, and robust annual sales agenda.
Team Leadership & Training
Manage daily performance of Sales Advisors and Sales Support.
Provide daily floor support and ensure consistent client experience.
Monitor training requirements and coordinate in‑person training for advisors and watchmakers.
Collaborate with Director of Sales and in-house Trainer on training calendars.
Participate in hiring discussions and team development.
Client Service & After‑Sales
Supervise Service Take-In and Pick-Up processes.
Partner with Service Coordinator/Sales Support to meet service KPIs (Auto‑Accept, Immediate Estimates).
Resolve customer grievances and service-related issues.
Brand Standards & Visual Merchandising
Maintain cleanliness and presentation of all brand areas (Rolex, Patek Philippe, Cartier, Omega, IWC, Tudor).
Implement VM guidelines and brand programs (FEO, MPDS).
Ensure compliance with brand expectations and store standards.
Events & Cross‑Functional Collaboration
Collaborate with Sales Director and Marketing/Event Manager on event calendars.
Provide basic IT support related to brand tools and systems.
Supervise Mystery Shopping Program performance.
Culture & Team Dynamics
Promote a positive, collaborative team environment.
Support communication between sales teams, watchmakers, service teams, and leadership.
Qualifications
Experience in luxury retail, timepieces, jewelry, or high‑value product management.
Strong leadership, communication, and organizational skills.
Ability to manage multiple brands, programs, and operational workflows.
Knowledge of visual merchandising and service processes preferred.
Ability to resolve customer issues professionally and efficiently.