Director of Operations

About:Wrist Aficionado is one of the most recognized names in the preowned and grey-market luxury watch space — with boutique locations inside the Waldorf Astoria Beverly Hills, The Setai Miami, and a private townhouse steps from Fifth Avenue in New York. We trade in timepieces that most dealers only dream about. We're growing fast, and we need a sharp, polished operator to run the engine room. If you know the difference between a 5711 and a 5726 without Googling it — keep reading.You're the connective tissue of a high-performance team. As Director of Operations, you will oversee three core pillars of the business: our sales team, marketing department, and CRM operations. You will report directly to the founder and serve as the internal leader who ensures every department moves in lockstep — from client acquisition to deal close to post-sale retention. This is not a figurehead role. We need someone who can hold people accountable, build systems that scale, and still speak knowledgeably to a client on the floor about a Royal Oak Offshore vs. a Royal Oak Jumbo.Responsibilities:Sales Operations: lead, coach, and manage the sales team across all locations. Set and track KPIs, optimize the sales pipeline, develop incentive structures, and drive revenue growth through both walk-in and repeat collector clientele.Marketing oversight: oversee content strategy, social media execution, and brand voice across Instagram, email, and digital channels. Collaborate on campaigns, photo/video shoots, influencer partnerships, and new collection drops. Ensure all content reflects the Wrist Aficionado standard.CRM and client relations: own our CRM platform — maintain and grow the client database, build segmentation and outreach workflows, and develop strategies to improve client lifetime value and repeat purchase rates. Champion a white-glove client experience at every touchpoint.Establish and enforce SOPs across all operational functionsConduct regular team performance reviews and one-on-onesCoordinate cross-departmental projects with precision and speedManage vendor and partner relationships as neededProvide weekly reporting and operational briefings to leadershipAssist in hiring, onboarding, and training new team membersIdentify operational bottlenecks and implement scalable solutionsWhat you bring to the table:3–5 years in the luxury watch industry — this is nonnegotiableHands-on experience with Rolex, Audemars Piguet, and Patek PhilippeProven track record managing a sales team in a luxury environmentStrong working knowledge of CRM platformsExperience overseeing or collaborating with a marketing teamExceptional communication and interpersonal skillsAbility to analyze data and translate insights into actionHigh level of discretion — our clients are HNW and expect privacyMeticulous attention to detail and a standard of excellenceProficiency in Google SuiteBonus: grey-market or secondary market watch trading experienceBonus: existing relationships in the collector or dealer communityBonus: comfort operating across multiple locations and time zonesBonus: experience with luxury hospitality or high-end retail brandsCompensation: $100,000.00 per yearBenefits:401(k)Dental insuranceHealth insuranceWork Location: In person