The Brand Experience Liaison is responsible for creation and management of Hamilton's experience related to key brand partners and Hamilton's own brand. The experience is all-encompassing, with input on both how clients experience the brand and how team members embrace the brand. Additionally, the role will interact with clients when they visit or contact Hamilton with inquiries regarding key timepiece partners. This role provides an excellent opportunity for an organized, customer-experience-focused individual to work in a rewarding luxury environment with a respected independent jeweler and its partners, which include the preeminent luxury brands in the world.
Responsibilities • Curate the experience, both internal and external, for Hamilton's key brand partners. • Implement existing procedures, and establish new procedures, for brand education, service excellence, hospitality programs, and overall customer experience through in-person and online channels. • Craft and implement communication excellence for client interactions related to Hamilton's key brand partners and, where applicable, the Hamilton brand. • Serve as the first Hamilton representative to interact with clients inquiring about specific brand partners through online channels, responding and/or triaging communication in an organized and professional fashion. • Ensure proper follow-up from Hamilton associates to clients who have inquired about certain specific Hamilton brands, developing and adjusting the appropriate follow-up cadence in-line with needs of the business and the brand. • Identify both internal and external resources to integrate in the brand partner experience through promotions, partnerships, and other creative ideas. • Identify areas to enhance the experience for Hamilton clients and team members through engagement and efficiency opportunities. • Assist in execution of events, both internal and external, which elevate Hamilton's brand position and the brand position of our key partners. • Liaise directly with representatives from Hamilton's brand partners to implement internal experience initiatives such as e-learning, product launches, trainings, and technology tools, and to share best practices. • Work with Technology & Enablement Department to determine appropriate technologies to elevate the client experience and enhance the team member experience. • Develop procedures for assessing client experience for Hamilton's brand partners, including implementation of mystery shop initiatives, surveys, and client feedback opportunities. • Provide the best in Hamilton service with clients in the store environment, especially in relation to the specific sections of the store dedicated to select brand partners. • Liaise with team members across Hamilton regions to ensure the best possible experience for clients and team members.
Skills • Strong understanding of client experience, the needs of a luxury consumer, and the work that goes into creating that experience • Impeccable communication skills, especially written skills, to ensure clarity and professionalism when interacting with clients, team members, and representatives from Hamilton's brand partners • Passion for creating meaningful, sustainable contributions that enhance the experience for all • Ability and willingness to work quickly and efficiently while maintaining quality of work, often performing multiple tasks with short deadlines, and handling high volumes of work • Ability to both implement existing policies and procedures and to assist in development of new ones, while also understanding that existing policies and procedures may change with the needs of the business, and adapting with them • Willingness to work across departments or locations and interact with Hamilton team members both inside and outside of the store • Ability to spot trends or gaps, awareness of market and industry happenings