- Employment
- Full-time
- Seniority
- Mid-Level
- Compensation
- $60,000/year
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fine Watches & Horology
- Posted
- Oct 15, 2026
About Watches of Switzerland Group
Watches of Switzerland Group is a leading luxury watch and jewellery retailer, with a distinguished presence in the United Kingdom and the United States. Its portfolio includes Watches of Switzerland, Mappin & Webb, Goldsmiths and Mayors, bringing together specialist expertise and enduring relationships with prestigious watchmakers and jewellery houses. As an employer, the Group offers career paths across retail, client service, watch servicing, digital commerce and corporate functions. Its professional environment places emphasis on product knowledge, attentive service and long-term client relationships, appealing to individuals who combine commercial acumen with a genuine appreciation of craftsmanship and the exacting standards of luxury retail.
The Service and After-Care Specialist supports retail operations through stock assessment, repair-vendor coordination, warranty and service records, process improvement, and client and store after-care. The role is permanent and full-time, based in New York, with business travel as needed.
Role & Responsibilities
- Maintain service and repair files, documents, and forms.
- Enhance the client experience through customer service and technical knowledge of timepieces.
- Represent the client services and after-care department, continually improving processes between departments.
- Support Operations with audits, inventory counts, and organization of incoming stock.
- Evaluate the condition and mechanical effectiveness of incoming stock.
- Maintain records of new purchases and associated refurbishment costs.
- Provide assessments and detailed notes during intake.
- Coordinate service needs and timelines with repair vendors, analyze repair and refurbishment costs by unit, and support timely stock repairs.
- Approve or deny service-based costs when necessary.
- Provide vendors with feedback on service effectiveness and turnaround times.
- Review, approve, deny, or challenge repair-vendor billing.
- Provide buyers with feedback on purchased products and vendors, focusing on refurbishment costs and product quality.
- Maintain detailed records of warranty repairs by source, cost, and brand for all timepieces.
- Maintain detailed records of effective dates and expirations for client warranties related to repair services.
- Liaise with stores on client after-care and stock repairs, clearly communicating costs, parts, timelines, and delays.
- Improve processes by providing feedback on policies and procedures.
- Create, maintain, and present monthly reports and audit analyses for the Service and After-Care department.
- Maintain a thorough understanding of policies, procedures, and processes, particularly in risk management, inventory management, sales processing, and compliance.
- Support Prestige sales transactions at off-site events and/or Prestige Sales, maintaining detailed records.
- Travel for business when necessary.
- Perform other duties and responsibilities as assigned by management.
Qualifications
- High school degree or college degree.
- Previous experience in sales, service, and after-care for timepieces.
- Previous experience in vintage timepiece repair services.
- Ability to travel to locations within the USA to assist with setup, training, and retail support.
Skills
Experience
Previous experience in sales, service, and after-care for timepieces, and in vintage timepiece repair services.
Education
High school degree or college degree.
Workplace
The successful candidate will be located in New York, New York, USA.
Explore jobs in New York or in the USA.
Compensation
The base compensation for this position is USD 60,000 per annum.
Culture
Watches of Switzerland Group combines a passion for fine watchmaking with the commercial energy of a luxury retail environment, where product expertise and attentive client service are central to employees’ work. Its multi-brand setting encourages continuous learning, collaboration across showroom and support teams, and the cultivation of lasting client relationships.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Watches of Switzerland Group, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «After-Sales Service Specialist», «Watch Service Specialist», «Client After-Care Specialist», «Watch Repair and Service Coordinator», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.