Supervisor, Omnichannel Customer Care

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 #: 15715


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 everyday. 

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 Omnichannel Customer Care Supervisor will work closely with the Stores and Customer Care Team to ensure our customers inquiries are responded to in a timely manner, and in an elevated manner. This role will primarily support the daily workflow of customer inquiries and proactively identify and resolve issues which may include direct customer communication

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

  • Audit customer care queues to review quality standards on responses and follow up SLAs
  • Partner with customer care vendor management team and provide feedback
  • Connect with customer care management team on daily/weekly basis as necessary
  • Partner with customer care vendor management team and Online Customer Experience manager to manage escalations
  • Monitor Ecomm Operations inbox – supporting stores, responding to and fielding inquiries (reallocation support, tech issues, product copy errors, ad hoc fulfillment reporting info etc.)
  • Support stores and customer care by working through order related issues (e.g. mis-ships, short-ships, quality issues), ensuring a timely and efficient ‘customer first’ resolution
  • Support the forecasting of call volume
  • Support development of customer care standard operating procedures (SOPs) and training materials to capture and improve customer resolution processes
  • Support roll out of customer care initiatives and programs related to Holt Renfrew strategic priorities in partnership with the Online Customer Experience Manager
  • Identify opportunities for process improvements to improve service levels and customer experience, inclusive of scripting, processes and SOPs
  • Monitor Call Centre activities to ensure timely responses are provided to customers Provide recommendations upon review of reports for calls, chat and email responses
  • Develop and administer Customer Care policies and written standard operating procedures (SOPs); prepare related training materials as needed

The ideal candidate:

  • Post-secondary degree in a related field or 3+ years work experience
  • Proficient in Microsoft Office
  • Strong operations and task focused mindset
  • Available to work evenings/weekends as required, to respond to stakeholder inquiries within a timely manner
  • Excellent interpersonal skills; a team player who is able to act as both a leader and an individual contributor as required
  • Confident and effective communication (written & verbal) and interpersonal skills and works well with cross-functional stakeholders
  • Has a customer first mindset
  • Experience with customer communication and managing resolutions  
  • Is adaptable and comfortable with ambiguity and change 
  • Knowledge of Ecommerce processes considered an asset

The measures of success: 

  • Contribution to financial and customer growth objectives
  • Individual objectives linked to the achievement of department goals
  • Feedback from internal and external clients
  • Timeliness and accuracy of issue resolutions
  • Online and Call Centre NPS

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 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.


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