Divisional Vice President, Customer Experience

Holt, Renfrew & Co.; Toronto; On-site; CAD 120,000 - 180,000; Full time

Job summary

A leading retailer in Canada seeks a Divisional Vice President, Customer Experience, who will drive strategies for exceptional customer service and oversee luxury goods and services. The ideal candidate will bring over 10 years of leadership experience, specifically in luxury retail or hospitality. A competitive compensation package will support your development in a dynamic and fashion-forward environment.

Benefits

Generous employee discount

Pension plan

Health & dental benefits

Tuition assistance

Continuous learning and development

Qualifications

• 10+ years post-university experience, with minimum 5 years in senior leadership roles.
• Experience in luxury sales or high-end hospitality.
• Exceptional communication skills with ability to influence all levels.

Responsibilities

• Shape and execute strategies for extraordinary customer experiences.
• Manage high-value service programs enhancing retention and incremental sales.
• Define the virtual selling strategy to enhance client interactions.

Skills

Leadership

Communication

Strategic Thinking

Customer Service

Education

Post-secondary degree in a related field

Job description

Divisional Vice President, Customer Experience page is loaded

Divisional Vice President, Customer Experience

Apply locations 60 Bloor Street W, Toronto, ON time type Full time posted on Posted 3 Days Ago job requisition id R2000574678

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.

The Divisional Vice President of Customer Experience is responsible for shaping and executing strategies that deliver extraordinary experiences, drive profitable sales growth, and foster client retention. This role leads a diverse portfolio across key sales and services, high-value customer service programs, food and beverage service offerings, OMNI selling, and customer insights anchored in delivering excellence in customer retail experience.

Key Responsibilities

• Accountable for leading and recommending customer insights and sales strategies that support the achievement of sales and customer retention goals and business objectives
• Lead Store Communications to centralize core messages, directives, and training programs to store teams
• Manage and evolve all high-value customer service programs, delivering bespoke high-touch experiences that strengthen retention among top-tier clients, upper-tier migration, and unlock incremental sales opportunities
• Spearhead the programming of High Value Customer Experiences, perks, and appreciation to drive client retention and upward migration of customers through tiers
• Develop and sustain the Clienteling tool and accompanying programming to deliver personalized service through tiered portfolio management
• Define and execute the virtual selling strategy, expanding the reach and impact of client interactions through a digital platform
• Lead and sustain relevant training programs that support the success of personalized sales & service programs measured by leading NPS results
• Manage and evolve Holt's services, creating best-in-class service programs
• Oversee Food & Beverage: Holts Café and Pop Ups that enhance the overall customer experience
• Oversees retained customer and Customer Voice Survey (CVS) insights, translating insights into guidance to elevate the customer service experience and retention across the business
• Lead vendor relationships as it relates to the seller and customer programs, operationalizing sales and service selling activities, tools, and technology by ensuring communication and training is in place for management and sellers
• Partners with the VP Sales & Service, DVP, General Managers, and functional leaders to assess and enhance the in-store experience
• Lead the customer experience business planning process, budgeting and manages expense budgets; achieve all expense management targets

The ideal candidate:

• 10+ years of post-university work experience, including a minimum of 5+ years senior leadership experience
• Previous leadership experience working in a luxury sales or high-end hospitality and customer portfolio management
• Post-secondary degree in a related field or equivalent work experience
• Experience with developing objective point-of-view, being seen as a strategic thought leader on the team, and building effective business relationships with internal partners
• Solid leadership skills with the ability to develop high-performing and results-focused work teams
• Exceptional communication skills, with the ability to influence at all levels, inspire teams, and represent the brand externally
• Strong strategic acumen, with the ability to translate customer insights and data analytics into meaningful actions and results
• Agile, entrepreneurial mindset with a passion for delivering exceptional customer experiences

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 [e-mail] 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.

Who We Are

We are Canada’s FASHION and LIFESTYLE retailer, providing a strong trusted voice in the global fashion world on behalf of Canadian customers.

We are the curators of EXTRAORDINARY products that INSPIRE our customers and are respectful of both people and planet.

We provide personal service and experiences to empower our customers and colleagues to find the truest expression of themselves and create JOY in doing so.

We are committed to creating and inspiring a more SUSTAINABLE future for all. We aim to IGNITE the possibility of POSITIVE CHANGE.

What Makes Us Unique

No other brand has this combination of traits, and they give us our strong point of view and set us apart.

Magenta

Own and elevate Magenta so that it is synonymous with the brand.

Canadian

Be proud and make Canadians proud of who we are by representing a modern Canada, its values, its people, and its ethos on the global retail stage.

Sustainability

Be a leader in sustainability and ignite the possibility of positive change in others. Build loyalty by being known as a trusted brand that cares for its customers, colleagues, communities, as well as the planet.

Personal Service

Deliver the highest quality of service, not just to our most valuable customers, but to all guests of Holts.

How We Do It

Our reach may be global, but our Values remain proudly Canadian. They are meaningful to us and guide how we work together and interact with our communities.

Warmth

Be open, welcoming, and respectful to others.

Unity

We are one team, one community, sharing one planet.

Passion

Passion is what drives us to be curious and think creatively.

We constantly encourage ourselves to be better.