Cassandra McBride

Manage $12M Rolex partnership across Princeton and Palm Beach Gardens locations for Hamilton Jewelers. Serve as the primary liaison between the brand and the stores, driving alignment on communication, client experience, and strategic initiatives. Collaborate with Rolex and internal leadership to elevate in-store, digital, and post-purchase customer journeys. Maintain and strengthen an 80+ year brand relationship.

• Oversee the establishment of the hospitality program, brand education, and service standards for the authorized Rolex jewelers to enhance the target consumer experience, both online and in-store.
• Establish communication protocols, response times, and follow-up processes, ensuring a seamless experience for customers across both digital and physical platforms.
• Source promotional items, local partnerships, staffing solutions like greeters or concierge services, and other innovative ideas to enhance traffic management.
• Lead the experience initiatives with the Rolex team, including e-learning programs, novelty launches, training sessions, CRM updates, and market data analysis.
• Advise store owners on leveraging technology to enhance the customer experience, recommending tools such as presentation tablets, CRM aggregators, and other relevant solutions.
• Orchestrate and manage events and activities that reinforce the luxury brand positioning and elevate the overall brand experience.
• Travel and train new employees at our various store locations. Track their training and progress.
• Provide the team weekly, monthly and annual reporting on productivity.
• Communicate and report to Rolex regarding merchandise needed, request off-catalog timepieces,

• Research, cultivate and develop a portfolio of clientele that reflects a strong base of loyal business while promoting growth objectives to attain team sales goals
• Driving the establishment of new client relationships and partnerships with 32 agents and 3 MSA's, which has resulted in the processing of 73 transactions in the first 12 months
• Assist sales team operationally with client attraction, marketing and content creation to grow targeted partnerships
• Manage Sales Team's schedule for networking events in order to collaboratively and proactively identify potential referral partners
• Educate and train Loan Officers on CRM and marketing platform utilization and best practices
• Collaborate with internal event, marketing and design departments to deliver promotional materials and execution of events
• Prepare and analyze weekly sales reports to evaluate referral partner conversion rates and identify areas for improvement

• Analyzed borrower credit reports, income documentation and collateral information to determine risk factors associated with the loan.
• Educated customers on various mortgage products available in order to meet their financial objectives.
• Negotiated terms of loans with borrowers while adhering to all applicable laws and regulations.
• Delivered high levels of customer service to facilitate smooth processes.
• Developed and maintained knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.