Manager, High Value Client Programs

Holt Renfrew View all jobs

  • Toronto, ON
  • $85,000-110,000 per year
  • Permanent
  • Full-time
  • 15 days ago
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 Manager, High Value Customer Programs is a key contributor to the strategic execution, governance, and continuous evolution of Holt Renfrew’s enterprise-wide High Value Customer (HVC) programs.In partnership with the Director, High Value Customer Programs, this role champions the delivery, enablement, performance measurement, and cross‑functional alignment required to translate HVC strategies into scalable, store‑ready programs that strengthen client retention, accelerate tier migration, and drive long-term customer value.This role plays a pivotal part in operationalizing strategy, ensuring stores are empowered through clear frameworks, streamlined tools, actionable insights, and elevated guidance that supports consistent execution across all locations.Key Responsibilities include but are not limited to:HVC Program Management & Execution Support
  • Support the execution and creation of tier‑based High Value Customer programs in alignment with enterprise strategy and Director‑led priorities.
  • Manage day‑to‑day program creation, coordination, timelines, and deliverables to ensure initiatives are launched and sustained effectively.
  • Ensure HVC programs are clearly documented, structured, and ready for consistent enterprise rollout.
  • Work with store teams to support the success of the execution of HVC programs
Store Enablement & Program Readiness
  • Develop and maintain store‑ready resources, playbooks, and guidance to support consistent execution of HVC programs.
  • Act as a central point of contact for stores on HVC program questions, clarification, and execution support.
  • Partner with the Director to identify recurring store challenges and opportunities for simplification or improvement.
Clienteling & Tool Enablement
  • Support the ongoing adoption, sustainment, and effectiveness of clienteling tools and related HVC programming.
  • Coordinate with CRM and cross‑functional partners to support enhancements, updates, and communication related to clienteling capabilities.
  • Identify adoption gaps and execution risks, escalating insights and recommendations to the Director.
  • Operate as a strategic ambassador and SME for current and next generation clienteling tools
Experiential Programming Support
  • Support the planning and coordination of HVC experiential initiatives, loyalty programs, and appreciation moments.
  • Ensure programs are operationally feasible, scalable, and aligned with brand and service standards.
  • Partner with Marketing, Stores, and other teams to support execution readiness and consistency.
Performance Tracking & Insights
  • Track key HVC performance indicators including retention, engagement, tier migration, and spend.
  • Prepare performance summaries, insights, and store‑ready reporting to support leadership decision‑making.
  • Identify trends, risks, and opportunities to improve program effectiveness and execution consistency.
Cross‑Functional Partnership
  • Partner closely with Sales & Service, CRM, Marketing, Product, OMNI, and Store Operations to support HVC program delivery.
  • Support change management, communication, and training efforts related to new or evolving HVC initiatives.
  • Ensure HVC programs are aligned with broader enterprise priorities and ways of working.
  • Partner with the Product team on curated program experiences for HVC’s to strengthen retention
Governance, Standards & Brand Integrity
  • Support program governance to ensure HVC initiatives adhere to brand standards, privacy, and data protection requirements.
  • Help maintain consistency in program application, expectations, and measurement across the enterprise.
  • Champion relationship‑based selling principles and elevated service standards through program design and enablement.
The ideal candidate profile:
  • Post secondary education in a related field, along with 5+ years of related experience
  • Previous experience supporting enterprise‑level customer, loyalty, or client development programs
  • Strong understanding of luxury retail client behaviour and relationship‑based selling
  • Proven ability to manage programs, timelines, and cross‑functional dependencies
  • Data‑literate, with the ability to translate insights into clear recommendations
  • Strong communication, organization, and stakeholder management skills
  • Experience in retail, luxury, or high‑touch service environments preferred
Reason for hire: new positionHolt 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 careers@holtrenfrew.com 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 :$85,000.00 - $110,000.00 / 85.000,00$ - 110.000,00$ (per year / par an)Final compensation for this position will be determined based on the candidate's unique skills, expertise, individual qualifications, and assessed contributions to the role following the completion of the interview process. The range stated is the starting range for this position. Offers may vary with experience, qualifications, performance, and local market conditions. We strive to offer competitive compensation that aligns with a candidate's contributions to our team, along with a comprehensive benefits package, enticing perks, pension matching, incentives, and our coveted employee discount. / La rémunération finale pour ce poste sera déterminée sur la base des compétences uniques du candidat, de son expertise, de ses qualifications individuelles et de l'évaluation de sa contribution au poste à l'issue de la procédure d'entrevue. La fourchette indiquée est la fourchette de départ pour ce poste. Les offres peuvent varier en fonction de l’expérience, des qualifications, du rendement et des conditions du marché local. Nous nous efforçons d'offrir une rémunération compétitive qui corresponde à la contribution du candidat à notre équipe, ainsi qu'un ensemble complet de garanties, d'avantages attrayants, de cotisations de retraite assorties par l'employeur, de primes d'encouragement et notre très convoitée remise d'employé.

Holt Renfrew