Location: Ogilvy - Montreal (1307 Sainte-Catherine Street W.)
Department: Store Experience
Cosmetic/Brand Line:
Work Status: Permanent Full-Time
# of openings: 1
Project #: 15057


At Holt Renfrew, our purpose is to inspire a life of style. We achieve this by living our Brand Spirit; demonstrating Holts’ values:

  • Passion - Own it
  • Excellence - Elevate every moment
  • Warmth - Open to the world
  • Unity - One team. One Holts

The Concierge provides exceptional customer service to all Holt Renfrew clients, within an environment that incorporates our brand spirit into every interaction.

Specific responsibilities include, but are not limited to the following:

  • Provide a consistent level of superior customer service to all clients by acting as their ambassador
  • Maintaining expert knowledge of store and brands, product location, store layout, available services, and promotional offers/events
  • Manage, resolve and respond to internal and external, customer service issues, incoming inquiries, and request (in person, via phone or email), within a 24 hours, while adhering to policy and procedure. Partnering with Sales Manager on any issues outside of guidelines
  • Respond to all event-related inquiries in a timely manner
  • Track, record, and prioritize, the timely completion of all in store pick up orders, prioritizing orders requiring immediate action
  • Process gift cards for all internal and external clients
  • Provide support to sales floor by being POS/Hybris/Order systems Super Users to quickly search, process and research customer orders
  • Verify all in store pick-up orders, ensuring merchandise accuracy and Holt Renfrew quality & control standards are met
  • Assist with and participate in all store events – creation of lists, collecting of tickets, RSVPs, etc.
  • Ensure text on plasma screens is up-to-date and relevant
  • Develop and maintain effective relationships throughout the store, within the concierge community, and with concierge vendors (florists, ticket brokers, car rentals, restaurants etc.) in order to provide the ultimate service experience\
  • Manage and partner with respective store departments to ensure efficient movement of product between floor, alterations, stockroom and shipping for orders
  • Regularly close any outstanding online pick up orders or online pick up orders/sales that require follow up through phone, mail, and electronic methods are met
  • Ensure concierge/ desk/store pickup/fitting rooms/stockrooms/order areas, and systems are maintained to uphold Holt Renfrew standards
  • Partner with respective department managers/associates to return refunded/exchanged merchandise back to its respective area
  • Support client services department as required
  • Maintain expert knowledge of “The Best” of local community and city venues
  • Attend concierge events and information sessions
  • Execution of in store pick-up processes, from order fulfillment – customer pickup, to ensure seamless customer experience
  • Other duties and projects as assigned

The ideal candidate:

  • High school diploma
  • Previous experience in retail and/or customer service environment
  • Highly service- oriented with, exceptional organization and follow up skills
  • Knowledgeable with Hybris
  • Passionate about fashion and luxury retailing
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  • Fully bilingual in French and in English

The measures of success: 

  • Contribution to financial objectives
  • Individual objectives linked to the achievement of department goals
  • Feedback from internal and external clients

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