Digital - Senior Manager/Manager, Unified Client Experiences

Aritzia; Vancouver; Hybrid; CAD 100,000 - 300,000; Full time

Benefits offered by this job

Product Discount

Baby Leave Program

A-OK Commissary & Cafe

The SET

Aritzia Virtual Wellness

Aspirational Workplace

Amenities

The Extras

Job summary

Aritzia is seeking a Senior Manager/Manager, Unified Client Experiences, to bridge Retail and Digital teams and deliver client-facing experiences across channels.

The role focuses on elevating service, empowering stylists, and creating meaningful client connections, with opportunities to impact frontline operations across boutiques and digital touchpoints.

Qualifications

• Experience in customer experience, omnichannel retail, program management, or related field.
• Ability to design and build new client-facing experiences across physical and digital channels.
• Experience leading large-scale launches with cross-functional dependencies.

Responsibilities

• Design, develop, and operationalize client-facing experiences that connect Retail and Digital channels.
• Partner cross-functionally to align priorities and deliver a shared roadmap.
• Translate client, stylist, and business needs into scalable experiences, processes, and tools.
• Immerse in Retail boutiques to understand client needs and inform design and adoption.
• Lead launches, adoption, and optimization of new experiences with planning and change enablement.
• Establish measurement frameworks and use insights to improve experiences.

Skills

Customer experience

Omnichannel retail

Program management

Business operations

Cross-functional collaboration

Change enablement

Data-driven decision making

Client insights

Stakeholder management

Job description

THE BUSINESS

We are Everyday Luxury™. It's what we do and how we do it — together. It's working alongside world-class talent in pursuit of world-class results. It's maximizing your potential in a high-performance culture. It's knowing that wherever you are, you belong. It's elevating your world — and the world of those who love and will love Aritzia. It's You. And an endless runway of opportunity.

With a Global Support Campus in Vancouver and additional Support Office hubs in major cities across North America — including Toronto, New York, Los Angeles and Seattle — our workplace network is strategically designed to support our People and serve our Clients a frictionless experience. So, you can do what you do best — with us.

THE TEAM

The mission of the Customer Department is to deeply understand our customers, create programs and enablers to activate customer value, and advocate for the customer across our channels.

THE OPPORTUNITY

Aritzia is growing and our Customer team is growing with it. This is a unique opportunity to be part of the team responsible for seamlessly connecting physical and digital touchpoints around the client to deepen the human connection in every interaction. As the Senior Manager/Manager, Unified Client Experiences, you will play a pivotal role acting as the primary partner between Retail and Digital teams to drive the planning, operationalization, and execution of client-facing experiences that elevate service, empower stylists, and create meaningful connections with clients across channels. With the skills you gain in this role, the opportunities are endless — from a rewarding career in Customer to continued growth and development with Aritzia.

THE ROLE

As the Senior Manager/Manager, Unified Client Experiences, you will lead the team to:

• Design, develop, and operationalize innovative client-facing experiences that strengthen client relationships, empower stylists, and seamlessly connect Retail and Digital.
• Partner cross-functionally to align priorities, build consensus, define requirements, and deliver a shared roadmap.
• Partner with subject matter experts across Retail and Digital to translate client, stylist, and business needs into scalable experiences, processes, and tools that create a seamless end-to-end journey.
• Immerse yourself in Retail boutiques and experiences to understand client and stylist needs and inform experience design and adoption.
• Lead the launch, adoption, and optimization of new experiences through effective planning, stakeholder management, and change enablement.
• Establish measurement frameworks and leverage insights to evaluate impact and continuously improve experiences.

THE QUALIFICATIONS

• Proven skills, certifications,educationand/or experience in: Customer experience, omnichannel retail, program management, business operations, or a related field
• Designing and building net new client-facing experiences, services, and capabilities across physical and digital channels
• Leading complex programs and large-scale launches with competing priorities and cross-functional dependencies in a fast-paced environment
• Partnering with business and technology teams to bring client-facing capabilities to life
• Influencing stakeholders, building alignment, and navigating ambiguity across functions and levels
• Balancing client experience ambitions with operational realities to deliver solutions that are both elevated and scalable
• Leveraging data, client insights, and performance metrics to evaluate impact and inform decisions
• A passion for retail and a willingness to immerse in frontline operations to deeply understand client and stylist needs
• Experience in fashion, luxury, or other premium consumer-facing industries is considered an asset
• A commitment to learn and apply Aritzia's Values and Business and People Leadership principles
• The ability to collaborate fluently with cross-functional partners
• A commitment to quality and investing in results that add value to the business

THE COMPENSATION

At Aritzia, we provide market-leading compensation packages designed to reward impact through our pay-for-performance philosophy.

The range for roles at this level is $100,000-$300,000/year. Total compensation may include base, bonus and/or equity depending on the role, which has the potential to be greater than this range.

THE PERKS

• Product Discount — Maybe you’ve heard of our famous product discount? Or our exclusive private shopping events? You have now.
• Baby Leave Program — We provide up to 16 weeks of paid time to support you and your growing family.
• A-OK Commissary & Cafe — Everyday Luxury dining, exclusive to Aritzia. Our in-house bistro and cafe is a private oasis where employees can enjoy curated, subsidized Everyday Luxury dining.
• The SET — Our in-office fitness studio and gym with state-of-the-art equipment, custom-created classes and optional personal training. Open 7 days a week, it works out well.
• Aritzia Virtual Wellness — Because your health, happiness and safety matter, we provide 24/7 resources to support you in your wellbeing goals, whether they’re physical, mental, social or financial.
• Aspirational Workplace — Our offices are specially designed to be spaces of creativity, productivity and inspiration. They’re also dog friendly. Woof.
• Amenities — Additional amenities include a private parent’s room, shower facilities with elevated complementary conveniences, bike rooms and more.
• The Extras — We also offer a multitude of other perks like dry-cleaning, hotel and restaurant discounts, self-care promos and on-site medical care.

ARITZIA Aritzia is an Equal Employment Opportunity employer. Our goal is to be inclusive, diverse, and representative of the communities where we work while creating an environment where every person can enjoy a successful career. This commitment applies to all candidates and employees regardless of race, ethnicity, citizenship, creed, place of origin, religion, sex, gender identity, gender expression, sexual orientation, family status, marital status, disability, age, and any other protected characteristic. Requests for accommodation due to a disability or any other protected characteristic can be made at any stage of the recruitment process and during employment by contacting our People & Culture Team. We’re committed to making your experience positive and transparent.