Operations Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

• We're committed to bringing passion and customer focus to the business.
• Your Style, Your Career
• We are looking for an Operations Leader to join our Store team. In this role you’ll be responsible for :
• Operational Efficiency (All Non-Selling Teams)
• Collaborate with Store Leaders to meet financial and KPI targets while improving productivity.
• Analyze performance metrics and KPI’s to find and implement workflow improvements.
• Manage all controllable store expenses (payroll, supplies, security, etc.) and ensure budget efficiency.
• Schedule and direct cross functional teams and operations based on business needs to optimize performance.
• Maintain high operational standards and plan for future needs.
• Maintain cost efficiency by ensuring POS and inventory accuracy.
• Analyze and address transaction errors from LP audits in collaboration with store leadership.
• Champion and uphold standards set by internal partners (Visual, Selling, etc.) collaboratively
• Oversee accurate and timely store payroll processing.
• Collaborate with store leadership to meet customer satisfaction (NPS) goals.
• Operational Leadership (Tailorshop)
• Ensure productivity, quality, and timing standards are met to deliver client expectations.
• Manage daily operations (rushes, capacity, etc.), optimize scheduling, and improve workflows.
• Manage and partner with Head Tailors to address training gaps and improve operational and financial efficiency.
• Maintain shop standards, including equipment maintenance and opening / closing procedures.
• Operational Leadership (Service Desk & Logistics / Shipping / Receiving, Support)
• Ensure efficient operations across service desks, logistics, and support functions.
• Cross-train teams to increase versatility across roles.
• Ensure customer service standards are demonstrated and all service desk Associates support clientele and NPS goals (obtain and log client information, are well versed in Club Harry, etc.)
• Serve as a primary point of contact for escalated customer issues, ensuring professional resolutions and escalating appropriately to leadership
• Ensure POS policy and procedure compliance from entire store team.
• Manage accurate and timely Markdowns and Restyles, and Inventory planning, coordination and execution
• Oversee all service activities (BOPIS administration, Ecommerce support, Deferred Sales, JRNI execution, hold processing, POS compliance, etc.)
• Oversee and drive efficiencies within all Inventory Management functions (incoming merchandise from warehouse and vendor, store transfers, inventory level management, etc.)
• Oversee and drive efficiencies within all Order Fulfilling and Receiving functions and activities (MTM / special orders, order fulfillment, rebalances, etc.)
• Strategic Initiatives & Communication
• Deliver and communicate key business initiatives, ensuring store teams understand and execute them efficiently
• Collaborate with Store Leaders to implement operational strategies that drive performance and align with business objectives.
• Foster strong partnerships with national SMEs to address operational challenges and integrate specialized expertise into continuous process improvement.
• Utilize SME insights and best practices to boost store performance, optimize operations, and elevate client NPS scores.
• Store General Maintenance
• Ensure all areas of the store (front and back) are functional and maintain a clean, and organized environment.
• Oversee and address maintenance and facilities issues promptly to prevent disruptions to operations.
• Ensure health & safety and efficiency in all store operations.
• Administrative Standards
• Ensure control of store assets and merchandise through effective inventory reconciliation, effective administration of LP standards, safety and security programs and procedures.
• Investigate and address inventory accuracy issues, partnering with store Leadership and LP Team to escalate process or system gaps.
• Meet audit and shrink targets.
• Oversee Program administration (Associate Packages / Purchases, Contests, etc.)
• Ensure compliance with all administrative policies and procedures.
• Leadership
• Develop non-selling teams to achieve operational excellence.
• Focus on hiring, onboarding, and retaining talent.
• Set clear job expectations and performance metrics for team members.
• Provide ongoing coaching and one-on-one meetings and conduct regular Assessments (Spring & Fall).
• Drive a high-performing team through SMART goals and accountability.
• Achieve strong employee engagement and continuously improve NPS metrics.
• Lead by demonstrating company Core Values
• Successful candidates will require :
• A Minimum of 3-5 years of retail experience in a client facing role, with leadership capacity in managing a store / department
• A focus on driving long-term customer loyalty and conversion by training team on elevating both the in-store and online customer experience
• Demonstrated interest and ability to develop others (with a proven track record of documented coaching and development as well as performance improvement plans that have resulted in tangible improvements)
• Strong business acumen and effective communication skills and a keen understanding of how to execute business plans and company initiatives, individually and through one’s team
• Strong communication skills and a keen understanding of policies and procedures, individually and through one’s team
• A strong service orientation – a demonstrated desire to wow our customers!
• Demonstrated interest in technology and how to use tech innovations to support the retail Customer Service function
• Strong multi-tasking skills and the ability to calmly and efficiently manage, acknowledge and assist a long line of customers waiting for service
• Experience in shipping, receiving, merchandising, order fulfillment and inventory management in a retail environment is preferred
• Competitive pay program
• Opportunities to additionally earn monthly and annual Team bonuses
• Best in industry discounts and special purchase opportunities
• A comprehensive flexible benefits package
• Pension and Group RRSP Programs that grow with you
• A modern, digitally advanced workplace
• A coach committed to supporting the achievement of your personal career goals
• A culture that is rich and diverse fostered through an internal Diversity Equity and Inclusion Council
• An employer that values internal growth and promotion and is committed to succession planning for your future\
• Compensation will be based on skills and experiences, with a starting range of $78,000 - $90,000 annually, plus bonuses and incentives.We thank you for your interest in this opportunity.
• Harry Rosen Inc. is committed to ensuring that our environment is barrier-free to all persons, employees, and clients alike, as we believe in equal opportunity and fostering a diverse and inclusive environment. In the spirit of this philosophy, we are committed to providing reasonable accommodations to all applicants with accommodation needs in the interview and assessment process. If you need assistance during the selection process, please contact us at careers@harryrosen.com with details.
• Harry Rosen is a proudly Canadian born and raised retailer of fine quality menswear with store locations across the nation. We have been specializing in luxury menswear for over 70 years and have been officially recognized as one of Canada’s Best Managed Companies. We are committed to developing retail professionals who love retail and have the passion and ability to inspire exceptional service.
• Applicants for this role will need to be flexible to work either at our existing Pacific Centre location, or soon to be re-opened Oakridge location.

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