Job Description

We are looking for a Deputy Manager to join our Virtual Boutique, based from our office on North Row, London.

As the Client Experience and Resolution Deputy Manager, you will play a pivotal role in leading our Client Executive's in Virtual Boutique. This role is designed for a proven leader with management experience, capable of inspiring and empowering a team to deliver outstanding client experience across multiple contact channels.

You will have significant autonomy to shape the team culture and be entrusted with identifying opportunities for improvement, implementing innovative solutions, and fostering a high-performance environment that thrives on accountability, collaboration, and continuous development.

This is not just a support role—it's a strategic leadership position where your voice matters. You'll contribute to business planning and represent the Virtual Boutique in cross-functional initiatives. Your ability to anticipate challenges, adapt to change, and lead with empathy will be essential to your success.

You'll also play a critical role in talent development—coaching team members, identifying growth opportunities, and building a resilient, client-focused workforce that reflects our values.

About you

• The ability to lead and mentor a team fostering a positive and productive environment 
• Effective delegation skills, empowering colleagues and maximising efficiency. 
• Excellent performance management, providing constructive feedback, identifying areas for improvement and supporting colleagues to develop their skills 
• Experience of working in a fast-paced collaborative environment 
• Passionate about exceeding client expectations 
• The ability to anticipate potential issues and proactively address them 

About us

Did you know we're a FTSE-250 retail company employing nearly 3,000 people across the UK, Europe, and the United States. We're the UK's leading luxury watch specialist in the UK with a significant presence in the US and a complementary jewellery offering. At the last count we have over 190 showrooms across the UK, US and Europe, including 77 dedicated mono-brand boutiques in partnership with brands such as Rolex, OMEGA, TAG Heuer and Breitling plus seven-e-commerce websites!

Our success is based on strong, long-standing partnerships with the most prestigious luxury watch brands, supported by impactful marketing and powered by leading-edge technology to provide our clients with a modern, distinctive luxury experience. This is underpinned by our people, who are highly trained and motivated to deliver exceptional client experience whilst building inclusive teams.

Watches of Switzerland Group has moved our headquarters to a new, state-of-the-art office in Carlton Park, Leicester. The new 75,000 square foot office is located just outside of Leicester city centre and is home to over 500 employees. Surrounded by 32 acres of woodlands with facilities such as a mini market, team lounges, a multi-faith room and a parent room.

Our clients love us for our exceptional client experience, expertise, and approachability. Our clients are at the heart of everything that we do – we love to wow our clients and make every interaction with us special and memorable.

Some of our benefits

• Holiday Purchase Scheme 
• 24/7 Employee Assistance Programme
• 24/7 Virtual GP service
• Share Save Scheme
• Enjoy your Birthday Off 
• Free Wellbeing Tools
• Generous Discount Scheme
• Enhanced Maternity Pay

At Watches of Switzerland Group, we celebrate diversity and are committed to building an inclusive environment that embraces employees' unique backgrounds and perspectives. Your application will be reviewed anonymously, focusing solely on your qualifications, skills and experience.

Discover more about New Roles, Life at Watches of Switzerland Group, Our People & more here: Watches of Switzerland Group PLC: LinkedIn