Director, Sales & Service Programs

Holt Renfrew offers you an inspiring fashion-driven environment with opportunities to learn and grow. From our incredible partnerships with iconic luxury brands to our commitments to corporate social responsibility you will be inspired every day.

A job at Holt Renfrew offers a competitive total compensation a generous employee discount pension and health & dental benefits tuition assistance and continuous learning and development.

At Holt Renfrew our mission is to present exceptional experiences together with the finest luxury products for lifes every day and extraordinary moments. Every Holt Renfrew employee enables this mission and defines the luxury lifestyle shopping experience through building lasting relationships with our people customers and partners.

The Director Sales & Service is responsible for leading the execution optimization and continuous improvement of enterprise sales and service programs that drive profitable growth and elevate the omnichannel customer experience. This role translates strategy into action by operationalizing sales and service standards enabling store teams and ensuring consistent execution across stores hospitality environments and digital touchpoints. Grounded in luxury service principles and dataled insight the Director plays a critical role in shaping how teams sell serve and build lasting client relationships while acting as a connector between corporate strategy and field execution. The role supports across three integrated portfolios Sales & Service Programming Clienteling and Service Experiences.

Key Responsibilities

Sales & Service Program Execution

• Operationalize enterprise sales and service strategies in partnership with the DVP Sales & Service
• Own daytoday execution and continuous improvement of sales and service programs across the store network
• Translate strategic priorities into practical tools routines and standards that support consistent field execution
• Reinforce selling culture and service behaviours through clear expectations rituals and performance metrics

Store Communications & Enablement

• Support centralized Store Communications to ensure clarity consistency and relevance of messaging for store teams
• Partner with Store Operations and Learning teams to embed programs into daily routines
• Drive adoption of programs through strong change management and leader enablement

Clienteling & OmniSeller Enablement

• Lead execution and ongoing enhancement of clienteling programs and omniselling tools
• Ensure sellers are equipped with actionable customer insights CRM tools and best practices to support personalized selling
• Partner with Digital Data and Technology teams to align platform capabilities with field needs and adoption
• Monitor usage effectiveness and impact of clienteling tools and recommend enhancements

Service Experience Support

• Support the oversight and consistency of instore service experiences
• Ensure experiences align with brand standards and the endtoend client journey
• Partner with operators and crossfunctional teams to integrate experiential moments into selling and client engagement strategies

Training & Capability Building

• Partner with Learning & Development to design and sustain sales and service training programs
• Ensure training content is practical scalable and embedded into daily selling and service routines
• Support rollout and adoption of new tools technologies and service standards

Insights & Performance

• Analyze customer feedback Customer Voice Survey (CVS) results and performance data to identify opportunities
• Translate insights into actionable program enhancements and field guidance
• Support testandlearn initiatives to continuously evolve sales and service effectiveness

Planning & Financial Support

• Support business planning forecasting and budget management for sales and service programs
• Track program performance against objectives and financial targets

People Leadership

• Lead coach and develop a highperforming team
• Establish clear accountability priorities and performance expectations
• Foster a collaborative agile and servicefocused team culture aligned with brand values

Ideal Candidate Profile

• Postsecondary degree in a related field or equivalent experience
• 710 years of progressive experience in retail sales service or hospitality environments with people leadership experience
• Experience executing enterprise programs in a multistore or omnichannel environment
• Strong operational and strategic mindset with the ability to translate strategy into action
• Excellent communication and influencing skills with the ability to partner crossfunctionally
• Passion for luxury service customer experience and continuous improvement

Holt Renfrew is an equal opportunity employer committed to fostering a diverse and inclusive workplace. Our future success depends on the perspectives and contributions of all our employees -- their diverse backgrounds abilities and experiences make our business stronger. If you are contacted for a job opportunity and require accommodation please email and let us know so we can ensure you have an accessible candidate experience throughout the recruitment process. All requests are confidential and used only to meet candidate needs.