Director, Sales & Service Programs

Holt Renfrew•Toronto, ON

7d•CA$130,000 - CA$140,000•Hybrid

About The Position

The Director, Sales & Service is responsible for leading the execution, optimization, and continuous improvement of enterprise sales and service programs that drive profitable growth and elevate the omni‑channel customer experience. This role translates strategy into action by operationalizing sales and service standards, enabling store teams, and ensuring consistent execution across stores, hospitality environments, and digital touchpoints. Grounded in luxury service principles and data‑led insight, the Director plays a critical role in shaping how teams sell, serve, and build lasting client relationships, while acting as a connector between corporate strategy and field execution. The role supports across three integrated portfolios — Sales & Service Programming, Clienteling, and Service Experiences.

Requirements

Post-secondary degree in a related field or equivalent experience
7–10+ years of progressive experience in retail sales, service, or hospitality environments, with people leadership experience
Experience executing enterprise programs in a multi‑store or omni‑channel environment
Strong operational and strategic mindset with the ability to translate strategy into action
Excellent communication and influencing skills, with the ability to partner cross‑functionally
Passion for luxury service, customer experience, and continuous improvement

Responsibilities

Operationalize enterprise sales and service strategies in partnership with the DVP, Sales & Service
Own day‑to‑day execution and continuous improvement of sales and service programs across the store network
Translate strategic priorities into practical tools, routines, and standards that support consistent field execution
Reinforce selling culture and service behaviours through clear expectations, rituals, and performance metrics
Support centralized Store Communications to ensure clarity, consistency, and relevance of messaging for store teams
Partner with Store Operations and Learning teams to embed programs into daily routines
Drive adoption of programs through strong change management and leader enablement
Lead execution and ongoing enhancement of clienteling programs and omni‑selling tools
Ensure sellers are equipped with actionable customer insights, CRM tools, and best practices to support personalized selling
Partner with Digital, Data, and Technology teams to align platform capabilities with field needs and adoption
Monitor usage, effectiveness, and impact of clienteling tools and recommend enhancements
Support the oversight and consistency of in‑store service experiences
Ensure experiences align with brand standards and the end‑to‑end client journey
Partner with operators and cross‑functional teams to integrate experiential moments into selling and client engagement strategies
Partner with Learning & Development to design and sustain sales and service training programs
Ensure training content is practical, scalable, and embedded into daily selling and service routines
Support rollout and adoption of new tools, technologies, and service standards
Analyze customer feedback, Customer Voice Survey (CVS) results, and performance data to identify opportunities
Translate insights into actionable program enhancements and field guidance
Support test‑and‑learn initiatives to continuously evolve sales and service effectiveness
Support business planning, forecasting, and budget management for sales and service programs
Track program performance against objectives and financial targets
Lead, coach, and develop a high‑performing team
Establish clear accountability, priorities, and performance expectations
Foster a collaborative, agile, and service‑focused team culture aligned with brand values