Manager, High Value Client Programs

Holt Renfrew•Toronto, ON

About The Position

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.

Requirements

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

Nice To Haves

Experience in retail, luxury, or high‑touch service environments preferred

Responsibilities

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.
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.
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.
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.
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.
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.
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.