Manager, Store Services

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.

Manager, Store Services

The Store Services Manager leads a team of service providers that drive the high value customer experience and achieve all performance targets while providing a consistently extraordinary customer experience to every customer.

Specific responsibilities include (but are not limited to) the following:

· Oversee critical store service touch points including but not limited to , Valet, Doorperson (Ambassador), Concierge, Cobbler, Shoe Shine, Jewellery Repair, Alterations (Hems To Go), Men's shave, Beauty Bar, delivering an extraordinary service experience to differentiate Holts from the competition.

· Drive the implementation and ongoing delivery of new services programming.

· Work in collaboration with other managers to promote the complimentary services we offer within the store.

· Achieve the department performance and productivity targets.

· Recruit, select, hire and on-board the best talent.

· Lead, motivate, and retain a team of high-performing employees, focused on delivering an extraordinary service experience to every customer.

· Communicate standards, parameters and performance goals to employees and provide coaching to behaviours that help achieve success.

· Model leadership behaviours that promote a culture of open communication, employee development and trust.

· Recognize and reward extraordinary performance; give feedback and develop performance improvement plans for underperforming employees.

· Maintain all Health & Safety practices to code.

· Lead team to develop, maintain and grow an active store client based

· Implement customer relationship and Loyalty management programming.

· Serve as manager-in-charge (MIC) of the store as required.

· Participate in and influence the development of store seasonal plans.

· Identify opportunities to drive business.

· Partner with Leased vendors to deliver a seamless customer service experience

· Manage payroll expense while offering appropriate levels of coverage at all times to meet business needs.

· Maintain day-to-day operational awareness of leased businesses within area to ensure seamless customer service.

· Ensure compliance with privacy policies, regulations, and cyber security measures.

The ideal candidate:

· High school diploma

· 3-5 years supervisory/management experience with accountability for driving sales and/or service experiences

· Extremely customer focused with an entrepreneurial spirit

· Strong Problem solving skill sets

· Early adopter / change initiator

· Previous sales or service experience in a luxury environment preferred.

The measures of success:

· Services delivered on time and within budget

· Services delivered and measured on animation and customer engagement, tracked and reported against benchmark

· Voluntary employee turnover / employee engagement

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 careers@holtrenfrew.com 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.