Overview
Manager, Sales & Service Jobs in Toronto, Canada at Holt Renfrew
Title: Manager, Sales & Service
Company: Holt Renfrew
Location: Toronto, Canada
Category:
Position: Manager, Sales & Service – 18 Month Contract
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 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 :
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.
Holt Renfrew is committed to a rewarding career in the luxury sector. 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…