Manager, Omni Channel Experience

Location: Holt Renfrew - Toronto - Corporate Store Support Centre (60 Bloor Street West, Suite 1100)
Department: Operations
Cosmetic/Brand Line:
Work Status: Permanent Full-Time
# of openings: 1
Project #: 15183


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, Omni Channel Experience (located at Store Support Centre) will be a key contributor to Holt Renfrew’s customer development strategy, driving sales growth and ongoing loyalty from both new and existing customers.  The Manager will be responsible for development and execution of retail and omni channel customer experience programs. This role will develop and facilitate elements of our sales & service strategy.

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

  • Support the development and execution of new and existing sales and customer service programs
  • Partner with the Director, Omni Channel Experience to drive monthly retail and omni channel customer engagement activities to deliver national objectives
  • Collaborate with Marketing to create client reactivation opportunities for both in-person and virtual events
  • Support the development of service models & experiences for our sellers and customers
  • Partners with Store Teams to ensure top sellers and remote sellers across the network have the tools and resources to attract high value clients
  • Organize and support Personal Shopping and high value client experience programs
  • Support the development and execution of virtual selling tools
  • Manage and execute customer recognition gifting programs, tracking results, providing insights on return of investments
  • Support the development and execution of new and existing customer growth initiatives  
  • Leverage the customer voice survey results to heighten awareness of our customer service experience across all channels
  • Lead the analytics of the customer voice survey through all channels and support building the future of our customer journey
  • Develop retail one to one outreach programs with key customer segments, aligning with omni channel activities and core customer development strategy
  • Optimize the customer experience online through Sales Floor Selling Program
  • Ensure integration with current selling activities and deliver objectives
  • Support the evolution of digital experience selling
  • Collaborate with Director of Omni Channel Experience to develop strategic commercial plans for our highest potential markets

The ideal candidate:

  • 5+ years manager experience in customer service program development
  • Experience in driving sales teams is an asset
  • Early adopter / change initiator
  • Retail selling experience in a luxury environment
  • Highly collaborative; working with and through others in a team-oriented environment
  • Entrepreneurial, competitive, self confident, and self-motivated
  • Able to work in a fast-paced environment that requires a high degree of multi-tasking
  • Marketing Experience considered an asset

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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