SummaryThe Divisional Vice President of Customer Experience at Holt Renfrew is responsible for shaping and executing strategies that deliver extraordinary experiences, drive profitable sales growth, and foster client retention. This role leads a diverse portfolio across key sales and services, high-value customer service programs, food and beverage service offerings, OMNI selling, and customer insights anchored in delivering excellence in customer retail experience.
Responsibilities- Lead and recommend customer insights and sales strategies to support sales and customer retention goals.
- Centralize core messages, directives, and training programs to store teams.
- Manage and evolve high-value customer service programs to strengthen retention among top-tier clients.
- Spearhead programming of High Value Customer Experiences to drive client retention and upward migration.
- Develop and sustain the Clienteling tool for personalized service through tiered portfolio management.
- Define and execute virtual selling strategy to expand client interactions through a digital platform.
- Lead training programs supporting personalized sales & service programs measured by NPS results.
- Manage and evolve Holt's services to create best-in-class service programs.
- Oversee Food & Beverage offerings to enhance the overall customer experience.
- Translate Customer Voice Survey insights into guidance to elevate customer service experience.
- Lead vendor relationships related to seller and customer programs.
- Partner with VP Sales & Service and other leaders to enhance the in-store experience.
- Lead the customer experience business planning process and manage expense budgets.
Requirements- 10+ years of post-university work experience, including 5+ years in senior leadership.
- Leadership experience in luxury sales or high-end hospitality and customer portfolio management.
- Post-secondary degree in a related field or equivalent work experience.
- Experience as a strategic thought leader and building effective business relationships.
- Solid leadership skills to develop high-performing work teams.
- Exceptional communication skills to influence and inspire teams.
- Strong strategic acumen to translate customer insights into meaningful actions.
- Agile, entrepreneurial mindset with a passion for exceptional customer experiences.
We have summarized this job description for you, click apply to see more details from the employer.
