Director, Sales & Service Programs

Key Responsibilities

Sales & Service Program Execution

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. At Holt Renfrew our mission is to present exceptional experiences together with the finest luxury products for life's every day and extraordinary moments. Every Holt Renfrew employee enables this mission and defines the luxury lifestyle shopping experience through building lasting relationships with our people, customers and partners. The Director, Sales & Service is responsible for leading the execution, optimization, and continuous improvement of enterprise sales and service programs that drive profitable growth and elevate the omni-channel customer experience. This role translates strategy into action by operationalizing sales and service standards, enabling store teams, and ensuring consistent execution across stores, hospitality environments, and digital touchpoints. Grounded in luxury service principles and data-led insight, the Director plays a critical role in shaping how teams sell, serve, and build lasting client relationships, while acting as a connector between corporate strategy and field execution. The role supports across three integrated portfolios - Sales & Service Programming, Clienteling, and Service Experiences.

Key Responsibilities

• Operationalize enterprise sales and service strategies in partnership with the DVP, Sales & Service
• Own day-to-day execution and continuous improvement of sales and service programs across the store network
• Translate strategic priorities into practical tools, routines, and standards that support consistent field execution
• Reinforce selling culture and service behaviours through clear expectations, rituals, and performance metrics

Store Communications & Enablement

• Support centralized Store Communications to ensure clarity, consistency, and relevance of messaging for store teams
• Partner with Store Operations and Learning teams to embed programs into daily routines
• Drive adoption of programs through strong change management and leader enablement

Clienteling & Omni-Seller Enablement

• Lead execution and ongoing enhancement of clienteling programs and omni-selling tools
• Ensure sellers are equipped with actionable customer insights, CRM tools, and best practices to support personalized selling
• Partner with Digital, Data, and Technology teams to align platform capabilities with field needs and adoption
• Monitor usage, effectiveness, and impact of clienteling tools and recommend enhancements

Service Experience Support

• Support the oversight and consistency of in-store service experiences
• Ensure experiences align with brand standards and the end-to-end client journey
• Partner with operators and cross-functional teams to integrate experiential moments into selling and client engagement strategies

Training & Capability Building

• Partner with Learning & Development to design and sustain sales and service training programs
• Ensure training content is practical, scalable, and embedded into daily selling and service routines
• Support rollout and adoption of new tools, technologies, and service standards

Insights & Performance

• Analyze customer feedback, Customer Voice Survey (CVS) results, and performance data to identify opportunities
• Translate insights into actionable program enhancements and field guidance
• Support test-and-learn initiatives to continuously evolve sales and service effectiveness

Planning & Financial Support

• Support business planning, forecasting, and budget management for sales and service programs
• Track program performance against objectives and financial targets

People Leadership

• Lead, coach, and develop a high-performing team
• Establish clear accountability, priorities, and performance expectations
• Foster a collaborative, agile, and service-focused team culture aligned with brand values

Ideal Candidate Profile

• Post-secondary degree in a related field or equivalent experience
• 7-10+ years of progressive experience in retail sales, service, or hospitality environments, with people leadership experience
• Experience executing enterprise programs in a multi-store or omni-channel environment
• Strong operational and strategic mindset with the ability to translate strategy into action
• Excellent communication and influencing skills, with the ability to partner cross-functionally
• Passion for luxury service, customer experience, and continuous improvement

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 : $130,000.00 - $140,000.00 / 130.000,00$ - 140.000,00$ (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.

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