Manager, High Value Client 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.

The Manager High Value Customer Programs is a key contributor to the strategic execution governance and continuous evolution of Holt Renfrews enterprise-wide High Value Customer (HVC) programs.

In partnership with the Director High Value Customer Programs this role champions the delivery enablement performance measurement and crossfunctional alignment required to translate HVC strategies into scalable storeready programs that strengthen client retention accelerate tier migration and drive long-term customer value.

This role plays a pivotal part in operationalizing strategy ensuring stores are empowered through clear frameworks streamlined tools actionable insights and elevated guidance that supports consistent execution across all locations.

Key Responsibilities include but are not limited to:

HVC Program Management & Execution Support

• Support the execution and creation of tierbased High Value Customer programs in alignment with enterprise strategy and Directorled priorities.
• Manage daytoday program creation coordination timelines and deliverables to ensure initiatives are launched and sustained effectively.
• Ensure HVC programs are clearly documented structured and ready for consistent enterprise rollout.
• Work with store teams to support the success of the execution of HVC programs

Store Enablement & Program Readiness

• Develop and maintain storeready resources playbooks and guidance to support consistent execution of HVC programs.
• Act as a central point of contact for stores on HVC program questions clarification and execution support.
• Partner with the Director to identify recurring store challenges and opportunities for simplification or improvement.

Clienteling & Tool Enablement

• Support the ongoing adoption sustainment and effectiveness of clienteling tools and related HVC programming.
• Coordinate with CRM and crossfunctional partners to support enhancements updates and communication related to clienteling capabilities.
• Identify adoption gaps and execution risks escalating insights and recommendations to the Director.
• Operate as a strategic ambassador and SME for current and next generation clienteling tools

Experiential Programming Support

• Support the planning and coordination of HVC experiential initiatives loyalty programs and appreciation moments.
• Ensure programs are operationally feasible scalable and aligned with brand and service standards.
• Partner with Marketing Stores and other teams to support execution readiness and consistency.

Performance Tracking & Insights

• Track key HVC performance indicators including retention engagement tier migration and spend.
• Prepare performance summaries insights and storeready reporting to support leadership decisionmaking.
• Identify trends risks and opportunities to improve program effectiveness and execution consistency.

CrossFunctional Partnership

• Partner closely with Sales & Service CRM Marketing Product OMNI and Store Operations to support HVC program delivery.
• Support change management communication and training efforts related to new or evolving HVC initiatives.
• Ensure HVC programs are aligned with broader enterprise priorities and ways of working.
• Partner with the Product team on curated program experiences for HVCs to strengthen retention

Governance Standards & Brand Integrity

• Support program governance to ensure HVC initiatives adhere to brand standards privacy and data protection requirements.
• Help maintain consistency in program application expectations and measurement across the enterprise.
• Champion relationshipbased selling principles and elevated service standards through program design and enablement.

The ideal candidate profile:

• Post secondary education in a related field along with 5 years of related experience
• Previous experience supporting enterpriselevel customer loyalty or client development programs
• Strong understanding of luxury retail client behaviour and relationshipbased selling
• Proven ability to manage programs timelines and crossfunctional dependencies
• Dataliterate with the ability to translate insights into clear recommendations
• Strong communication organization and stakeholder management skills
• Experience in retail luxury or hightouch service environments preferred

Reason for hire: new position

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.