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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.

The Manager, Sales & Service is responsible for supporting the execution and day‑to‑day management of sales and service programs that drive consistent selling behaviours, service excellence, and an elevated omni‑channel customer experience. Reporting to the Director, Sales & Service, this role focuses on operational delivery, adoption, and continuous improvement of programs, tools, and standards that enable store teams to perform at their best.

The Manager acts as a hands‑on partner to cross‑functional teams and the field, ensuring programs are practical, clearly communicated, and embedded into daily routines. Grounded in luxury service principles, this role plays a key part in translating strategy into execution at the store level.

Key Responsibilities

Sales & Service Program Delivery

• Support the execution of enterprise sales and service programs across the store network

• Manage assigned program components, initiatives, or pilots from planning through rollout

• Translate program requirements into clear tools, guides, and execution expectations for store teams

• Monitor program adoption and identify opportunities to improve clarity, usability, and impact

Store Enablement & Communications

• Partner with Store Communications to support timely, clear, and effective messaging to the field

• Ensure tools, updates, and resources are easy to understand and aligned to store realities

• Support change management efforts by gathering field feedback and addressing execution barriers

Clienteling & Omni‑Selling Support

• Support the execution and ongoing optimization of clienteling and omni‑selling tools and practices

• Assist with development of playbooks, best practices, and usage guidelines for sellers and leaders

• Monitor usage metrics and feedback to identify opportunities for improvement and adoption support

• Partner with Digital, Data, and Technology teams to support enhancements and issue resolution

Service Experience Support

• Support consistent execution of service standards where applicable

• Assist with coordination of tools, standards, and training that support services, hospitality and spa experiences

• Partner cross‑functionally to ensure service experiences align with brand expectations and the client journey

Training & Capability Enablement

• Partner with Learning & Development to support delivery and rollout of sales and service training

• Contribute to development of practical training materials that reinforce daily selling and service behaviours

• Support adoption of new tools, programs, and service standards through field enablement

Insights & Continuous Improvement

• Review customer feedback, CVS results, and operational data to identify trends and opportunities

• Compile insights and recommendations to support program enhancements

• Support test‑and‑learn initiatives and pilots to evolve sales and service effectiveness

Collaboration & Project Management

• Coordinate timelines, deliverables, and stakeholders for assigned initiatives

• Act as a liaison between corporate partners and field teams to ensure alignment and execution

• Support business planning activities and reporting as required

Ideal Candidate Profile

• Post‑secondary degree in a related field or equivalent experience

• 5–7+ years of experience in retail sales, service, or hospitality environments

• Experience supporting enterprise or multi‑store program execution

• Strong organizational and project management skills

• Clear communicator with the ability to collaborate cross‑functionally

• Customer‑centric mindset with a passion for luxury service and continuous improvement

Hiring Reason - Existing Vacancy

#SSCSJ

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.

Hiring Range / Échelle salariale à l’embauche :

$85,666.66 - $105,000.00 / 85.666,66$ - 105.000,00$ (per year / par an)

Final compensation for this position will be determined based on the candidate's unique skills, expertise, individual qualifications, and assessed contributions to the role following the completion of the interview process. The range stated is the starting range for this position. Offers may vary with experience, qualifications, performance, and local market conditions. We strive to offer competitive compensation that aligns with a candidate's contributions to our team, along with a comprehensive benefits package, enticing perks, pension matching, incentives, and our coveted employee discount. / La rémunération finale pour ce poste sera déterminée sur la base des compétences uniques du candidat, de son expertise, de ses qualifications individuelles et de l'évaluation de sa contribution au poste à l'issue de la procédure d'entrevue. La fourchette indiquée est la fourchette de départ pour ce poste. Les offres peuvent varier en fonction de l’expérience, des qualifications, du rendement et des conditions du marché local. Nous nous efforçons d'offrir une rémunération compétitive qui corresponde à la contribution du candidat à notre équipe, ainsi qu'un ensemble complet de garanties, d'avantages attrayants, de cotisations de retraite assorties par l'employeur, de primes d'encouragement et notre très convoitée remise d'employé.