HEAD OFFICE VANCOUVER

HAVEN APPAREL INC; Vancouver; Hybrid; CAD 85,000 - 105,000; Full time

Benefits offered by this job

Performance-based bonus

Extended health, dental, and disabled

Seasonal clothing allowance

Direct partnership with Co-Founders

Job summary

HAVEN APPAREL INC is seeking an Operations Manager to lead customer experience and retail operations. This senior role requires building systems, developing people, and driving KPI ownership across retail, customer service, logistics, and order fulfillment.

You will own end-to-end customer experience, implement operational frameworks for repeatable excellence, and partner with Co-Founders to drive growth in a growth-phase environment where not everything is fully built yet.

Qualifications

• Minimum 5 years in retail operations or store management, with leadership experience.
• Experience in aspirational premium or luxury retail environments with high service standards.
• Proven track record building and developing teams.
• Experience creating and implementing SOPs and operational frameworks.
• Strong communication across ownership, leaders, and frontline staff.
• Comfortable in a growth-phase environment with evolving systems.
• High attention to detail, presentation, and follow-through.
• Leads by example and sets a non-negotiable standard for service.

Responsibilities

• Lead customer experience and retail operations end-to-end across channels.
• Develop and refine service SOPs aligned with brand standards.
• Build clienteling culture and scalable operating frameworks.
• Oversee in-store activations and brand installations.
• Hire, onboard, and develop leaders; manage team performance.
• Drive strategic planning and business growth with owners.

Skills

Leadership

Customer Experience

SOP Development

Communication

Growth Mindset

Tools

Shopify

Job description

$85,000 - $105,000 per year based on experience

Job Description:

HAVEN is seeking an Operations Manager to lead our customer experience and retail operations. This is a senior role for someone who understands what elevated service looks and feels like in practice, and who has the leadership depth to build systems, develop people, and hold a team accountable to a high standard consistently. You will own and report on KPIs across retail, customer service, logistics, and order fulfillment.

You will own the end-to-end customer experience across all touchpoints, develop and implement the operational frameworks that make excellence repeatable, and partner directly with the Co-Founders to drive retail performance and long-term business growth. This is a growth-phase environment - not everything is fully built, and we are looking for someone who sees that as an opportunity.

Duties and Responsibilities:

Brand Stewardship & Market Fluency:
Maintain a deep understanding of HAVEN's brand positioning as an aspirational premium retailer with luxury coding, and how that positioning differs fundamentally from mass or premium market standards. Apply this understanding as the lens through which all operational, service, and team decisions are made.
Customer Experience Ownership:
Own the end-to-end customer experience across all touchpoints, including in-store interactions, online communications, customer service inquiries, and returns. Ensure every interaction reflects HAVEN's brand positioning and meets the service standard of an aspirational luxury retailer.
Service Standards & SOPs:
Develop, document, and continuously refine the service protocols and standard operating procedures that define how HAVEN's team engages with customers. Ensure SOPs are brand-aligned, consistently followed, and updated as the business evolves. If the team is not executing correctly, the system or communication needs to be made simpler and clearer.
Clienteling Culture & Infrastructure:
Partner with ownership to build a clienteling culture across the team, fostering the habits, behaviors, and mindset required to develop lasting customer relationships. Own the SOPs and operational frameworks that make clienteling a consistent practice rather than an individual initiative.
In-Store Presentation & Activation Execution:
Oversee the execution of in-store presentations and activations, ensuring physical environments and visual standards are upheld to brand specification at all times. Contribute to brand team decisions on new installations and initiatives, and take full ownership of on-brand execution once direction is set.
Team Leadership & Accountability:
Lead and hold accountable the staff responsible for delivering HAVEN's customer experience. Own the performance of the team fully, and when the team falls short, identify what systems, communication, or leadership gaps contributed and address them. Set clear performance expectations rooted in both operational excellence and brand standards, and build a team culture where the bar for service quality is non-negotiable.
Developing Leaders:
Actively develop team members into leaders who understand HAVEN's mission, values, and standards deeply enough to make sound decisions independently. The goal is not a team that waits for direction, it is a team that executes correctly because they understand the why behind every standard and process. Identify and invest in high-potential team members, delegate meaningful responsibility, and build the bench strength that allows HAVEN to scale without losing quality.
Process Standardization & Operational Excellence:
Lead the creation, implementation, and continuous improvement of standardized processes that drive consistency, efficiency, and scalability across all operational functions. Ensure all SOPs and systems are simple enough to be understood and executed correctly by every team member. Recognize that disciplined systems and processes are what create the freedom to deliver a consistently excellent customer experience.
Hiring & Onboarding:
Build and oversee a hiring and onboarding program that identifies candidates aligned with HAVEN's values and brand standards, and integrates new team members into the culture effectively.
Strategic Planning & Business Performance:
Develop and execute initiatives that drive retail performance and business growth, in alignment with ownership direction and company objectives. Under pressure or when multiple priorities compete, identify the highest-impact problem first and resource accordingly.
Risk & Compliance Management:
Collaborate with ownership on security and property management, ensuring operational risk is identified and managed proactively.
Culture & Standards:
Embody and uphold HAVEN's company values and work principles, setting the standard for how work is done, not just what is delivered. Model the culture HAVEN holds itself to and hold those around you accountable to the same.

Qualifications:

• Minimum 5 years of experience in retail operations or store management, with at least 2 years in a leadership role
• Experience in an aspirational premium, luxury, or high-end retail environment - a genuine understanding of what elevated service and brand standards look and feel like in practice
• Demonstrated track record of building and developing teams, not just managing them
• Experience creating and implementing SOPs, service standards, and operational frameworks
• Strong communicator across all levels - ownership, team leads, and front-line staff
• Comfortable operating in a growth-phase environment where not everything is fully built - you see that as an opportunity, not an obstacle
• High personal standards for detail, presentation, and follow-through
• Leads by example and holds yourself to the same standard you hold others

Assets:

• Experience building or contributing to a clienteling or high-touch customer relationship program
• Familiarity with Shopify or a comparable retail operations platform
• Experience planning and executing in-store activations or retail installations
• Exposure to a wholesale or multi-brand retail environment

What we offer:

• $85,000 - $105,000 per year, based on experience
• Performance-based bonus tied to company KPI targets
• Extended health, dental, and disability benefits
• Seasonal clothing allowance
• Direct partnership with the Co-Founders in a growth-phase business with real influence over how the company operates