Manager, National Operations

Location: Holt Renfrew - Toronto - Corporate Store Support Centre (60 Bloor Street West, Suite 1100)
Department: Store Experience
Cosmetic/Brand Line:
Work Status: Full-Time
# of openings: 1
Project #: 14010


At Holt Renfrew, our purpose is to inspire a life of style. We achieve this by living our Brand Spirit; demonstrating Holts’ values:

  • Passion - Own it
  • Excellence - Elevate every moment
  • Warmth - Open to the world
  • Unity - One team. One Holts

The Manager, National Operations is an essential member of the high performance Operations Team. The role is responsible for leading the development, implementation and ongoing management of Holt Renfrew operational initiatives with the end goals of providing extraordinary service, improved processes, and development of areas of opportunity and efficiencies.

Specific responsibilities include (but are not limited to) the following:

  • Lead cross-functional partners to expand and revitalize our existing network of stores by defining & developing the processes for operational functions
  • Develop and evaluate performance and key metrics for stores, and following up with store leadership to ensure standards are maintained with end goal to drive sales and customer experience
  • Development and approval of all Holt Renfrew’s store policies and procedural guidelines
  • Lead cross-functional projects and initiatives and liaise with external vendors to evaluate current back of house processes and develop and implement programs to drive operational efficiencies
  • Manage store fulfilment programs; ensure stores are delivering on fulfillment rates, costs, meeting customer demands and trends with the end goal of ensuring customer requests are fulfilled in a timely and accurate manner (sales, # of transactions etc.)
  • Lead the national conference call with Store Operations, Logistics Managers, and cross functional partners and facilitate the discussion on operational initiatives and priorities
  • Manage the implementation of operational programs at stores by developing and leading the training sessions and following up to ensure standards are met 
  • Lead inventory management programs; store inventory counts, approve of weekly RTV, consolidation and markdown priorities, and adherence to our omni service level commitments. and follow up to ensure execution
  • Coordinate with the Crisis Management working group to identify risks, their impact and resolution with the end goal of developing and maintaining Holt Renfrew’s Business Continuity Plan
  • Complies with all Health & Safety policies and requirements
  • Other duties as assigned by Director.

The ideal candidate:

  • Post-secondary degree in a related field or equivalent experience
  • 5-7 years of post-university work experience, including 3+ years supervisory or management experience
  • Demonstrated leadership and influencing skills with the ability to get things done 
  • Excellent interpersonal skills; a team player who is able to act as both a leader and an individual contributor as required
  • Confident and effective communication (written & verbal) and interpersonal skills
  • Is adaptable and comfortable with ambiguity and change 
  • Highly service-oriented with exceptional organizational and follow up skills
  • Passionate about fashion and luxury retailing
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  • Experience with an SAP environment a benefit

The measures of success: 

  • Contribution to financial objectives
  • Individual objectives linked to the achievement of department goals
  • Feedback from internal and external clients

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