Manager, Sales & Service 18 Month Contract

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.

The Manager Sales & Service is responsible for supporting the execution and daytoday management of sales and service programs that drive consistent selling behaviours service excellence and an elevated omnichannel customer experience. Reporting to the Director Sales & Service this role focuses on operational delivery adoption and continuous improvement of programs tools and standards that enable store teams to perform at their best.

The Manager acts as a handson partner to crossfunctional teams and the field ensuring programs are practical clearly communicated and embedded into daily routines. Grounded in luxury service principles this role plays a key part in translating strategy into execution at the store level.

Key Responsibilities

Sales & Service Program Delivery

• Support the execution of enterprise sales and service programs across the store network

• Manage assigned program components initiatives or pilots from planning through rollout

• Translate program requirements into clear tools guides and execution expectations for store teams

• Monitor program adoption and identify opportunities to improve clarity usability and impact

Store Enablement & Communications

• Partner with Store Communications to support timely clear and effective messaging to the field

• Ensure tools updates and resources are easy to understand and aligned to store realities

• Support change management efforts by gathering field feedback and addressing execution barriers

Clienteling & OmniSelling Support

• Support the execution and ongoing optimization of clienteling and omniselling tools and practices

• Assist with development of playbooks best practices and usage guidelines for sellers and leaders

• Monitor usage metrics and feedback to identify opportunities for improvement and adoption support

• Partner with Digital Data and Technology teams to support enhancements and issue resolution

Service Experience Support

• Support consistent execution of service standards where applicable

• Assist with coordination of tools standards and training that support services hospitality and spa experiences

• Partner crossfunctionally to ensure service experiences align with brand expectations and the client journey

Training & Capability Enablement

• Partner with Learning & Development to support delivery and rollout of sales and service training

• Contribute to development of practical training materials that reinforce daily selling and service behaviours

• Support adoption of new tools programs and service standards through field enablement

Insights & Continuous Improvement

• Review customer feedback CVS results and operational data to identify trends and opportunities

• Compile insights and recommendations to support program enhancements

• Support testandlearn initiatives and pilots to evolve sales and service effectiveness

Collaboration & Project Management

• Coordinate timelines deliverables and stakeholders for assigned initiatives

• Act as a liaison between corporate partners and field teams to ensure alignment and execution

• Support business planning activities and reporting as required

Ideal Candidate Profile

• Postsecondary degree in a related field or equivalent experience

• 57 years of experience in retail sales service or hospitality environments

• Experience supporting enterprise or multistore program execution

• Strong organizational and project management skills

• Clear communicator with the ability to collaborate crossfunctionally

• Customercentric mindset with a passion for luxury service and continuous improvement

Hiring Reason - Existing Vacancy

#SSCSJ

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.

Hiring Range / Échelle salariale à lembauche :

$85666.66 - $105000.00 / 85.66666$ - 105.00000$ (per year / par an)

Final compensation for this position will be determined based on the candidates unique skills expertise individual qualifications and assessed contributions to the role following the completion of the interview process. The range stated is the starting range for this position. Offers may vary with experience qualifications performance and local market conditions. We strive to offer competitive compensation that aligns with a candidates contributions to our team along with a comprehensive benefits package enticing perks pension matching incentives and our coveted employee discount. / La rémunération finale pour ce poste sera déterminée sur la base des compétences uniques du candidat de son expertise de ses qualifications individuelles et de lévaluation de sa contribution au poste à lissue de la procédure dentrevue. La fourchette indiquée est la fourchette de départ pour ce poste. Les offres peuvent varier en fonction de lexpérience des qualifications du rendement et des conditions du marché local. Nous nous efforçons doffrir une rémunération compétitive qui corresponde à la contribution du candidat à notre équipe ainsi quun ensemble complet de garanties davantages attrayants de cotisations de retraite assorties par lemployeur de primes dencouragement et notre très convoitée remise demployé.