Manager, High Value Client (HVC)

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.

The HVC Manager is responsible for leading the daytoday execution of Holt Renfrews High Value Client (HVC) strategy within their store. This role ensures toptier clients receive exceptional relationshipdriven service that deepens loyalty drives retention and grows lifetime value. The HVC Manager brings the luxury client strategy to life on the flooroverseeing personalized client engagement elevating service standards enabling clienteling excellence and executing exclusive experiences that reinforce our luxury brand promise.

This role serves as the instore ambassador of the HVC strategy and is a critical connector between store teams and the central HVC leadership.

Key Responsibilities

High Value Client Program Execution

• Execute tierbased HVC programs on the floor ensuring top clients receive differentiated elevated service.

• Maintain deep understanding of storelevel top clients their needs preferences and relationship history.

• Support upward migration by identifying opportunities for increased engagement frequency and spend.

• Partner with Sales Managers and Personal Shoppers to maintain consistent delivery of HVC expectations.

Clienteling & Personalization Enablement

• Drive daily adoption and excellence of the Clienteling tool.

• Coach sellers on portfolio management outreach cadence and personalized communication.

• Identify skill or usage gaps and partner with store leadership to improve capability and consistency.

• Ensure that all client interactions reflect whiteglove relationshipdriven luxury service.

Experiential Programming & Client Experiences

• Execute hightouch experiences perks and recognition moments for top clients within the store environment.

• Ensure experiential programs are flawlessly coordinatedfrom preparation to followup.

• Provide feedback to central HVC leadership to refine experience design content and operational needs.

Data Insights & Client Segmentation

• Regularly review client data purchase patterns and segmentation reports to guide outreach events and selling plans.

• Identify storelevel client opportunities and provide insights to the HVC Director/DVP to inform strategy.

• Track program performance client behavior shifts and event ROI at the store level.

CrossFunctional Collaboration

• Partner with Store Leadership Personal Shopping Sales & Service Marketing and Visual teams to integrate HVC priorities into store execution.

• Act as the instore subjectmatter expert for luxury client engagement and relationshipbased selling.

• Ensure HVC strategies are understood and adopted by all relevant store team members.

Brand & Culture Leadership

• Model exceptional luxury service standards and inspire teams to emulate relationshipbased selling.

• Champion a culture of client obsession proactive engagement and premium service.

• Ensure store teams understand the importance and value of HVC programs to the overall business.

Operational & Performance Management

• Maintain calendars pipelines and event execution plans for HVC initiatives.

• Track storelevel performance indicators such as retention frequency migration and clienteling usage.

• Provide regular updates to the HVC Director/DVP on progress opportunities and challenges.

Measures of Success

• Growth and retention of toptier clients in the store

• Increased upward migration across client tiers

• Adoption and effectiveness of clienteling practices by sellers and Personal Shoppers

• High execution quality of HVC experiences and events

• Increased client engagement frequency and incremental revenue

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.