Manager, Personal Shopping

Holt Renfrew•Vancouver, BC

7d•Onsite

About The Position

The Personal Shopping Manager leads a team of elite sellers who deliver the most extraordinary level sales and service while upholding the values of Holt Renfrew. The Personal Shopping Manager role is responsible for ensuring the Personal Shopping team achieves the highest level of customer service, delivers an extraordinary experience for all clients, while ensuring company targets are met. Holt Renfrew is Canada’s FASHION and LIFESTYLE retailer, providing a strong trusted voice in the global fashion world on behalf of Canadian customers. We are the curators of EXTRAORDINARY products that INSPIRE our customers and are respectful of both people and planet. We provide personal service and experiences to empower our customers and colleagues to find the truest expression of themselves and create JOY in doing so. We are committed to creating and inspiring a more SUSTAINABLE future for all. We aim to IGNITE the possibility of POSITIVE CHANGE.

Requirements

5-7 + years manager experience with accountability for driving sales
Proven track record of exceeding sales and profit targets
Early adopter / change initiator
Retail selling experience in a luxury environment preferred
Perfectly bilingual in French and English

Responsibilities

Achieve sales targets for Personal Shopping Department
Achieve the highest level of customer service, setting the bar for all other departments
Recruit, select, hire and on-board the most elite talent, setting the bar for all other employees
Develop highly effective teams by coaching and supporting employees to improve through effective performance management and the celebration of achievements
Equip and encourage employees to drive their own development, measure their success and continually strive to improve themselves and advance the business as whole
Manage the cultivation of a loyal client base by acquiring new customers, developing existing clients, and retaining loyal clients
Work to enhance client relationships with our personal shopping team to drive lifetime loyalty and spend
Work in collaboration with other managers/departments to deliver seamless sales/service to customers
Communicate standards, parameters and performance goals to employees and provide coaching to behaviours that help achieve success
Model leadership behaviours that promote a culture of open communication, employee development and trust
Communicate regularly with buying office and personal shopping corporate teams to ensure customer needs are understood and the service experience remains relevant
Collaborate with Marketing to support store events and create opportunities within the community
Ensure all private shopping suites and areas maintain to high visual standards with curated product that transitions regularly.
Recognize and reward extraordinary performance; give feedback and develop performance improvement plans for underperforming employees
Identify opportunities to drive business and action
Manage payroll expense while offering appropriate levels of coverage at all times to meet business needs
Manage operational standards in inventory control, customer own goods and customer holds
Maintain day-to-day operational awareness of both own bought and leased businesses to ensure seamless customer service