Divisional Vice President, Customer Experience

HOLT RENFREW; Toronto; On-site; CAD 120,000 - 180,000; Full time

Job summary

Holt Renfrew seeks a Divisional Vice President of Customer Experience to shape strategies that improve client retention and deliver exceptional experiences. This role requires a seasoned leader with a robust background in luxury sales and customer management, ready to inspire and drive impactful results across the organization.

Benefits

Competitive total compensation

Generous employee discount

Pension plan

Health & Dental benefits

Tuition assistance

Continuous learning and development

Qualifications

• 10+ years of post-university work experience, with 5+ years in senior leadership.
• Experience in luxury sales or hospitality and customer portfolio management.
• Strong communication skills to influence at all levels.

Responsibilities

• Lead client retention strategies and high-value customer service programs.
• Manage food and beverage services to enhance customer experience.
• Oversee customer insights and translate them into actionable strategies.

Skills

Leadership

Communication

Strategic Thinking

Customer Focus

Education

Post-secondary degree in a related field

Job description

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.