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Client Relationship Manager Operations Manager Program / Project Manager

Director, Value Client Programs

Job in Old Toronto, Toronto, Ontario, M5A, Canada
Listing for: Holt Renfrew
Full Time position
Listed on 2026-03-11
Job specializations:
  • Management
    Client Relationship Manager, Operations Manager, Program / Project Manager
Job Description & How to Apply Below
Position: Director, High Value Client Programs
Location: Old Toronto

Holt Renfrew offers you an inspiring, fashion-driven environment with opportunities to learn and grow. From our incredible partnerships with iconic luxury brands, to our commitments to corporate social responsibility, you will be inspired every day.

A job at Holt Renfrew offers a competitive total compensation, a generous employee discount, pension, and health & dental benefits, tuition assistance, and continuous learning and development.

The Director, High Value Customer Programs is responsible for executing and optimizing Holt Renfrew’s strategies for its most valuable clients. This role focuses on delivering high‑touch client experiences, driving retention and upward tier migration, enabling exceptional clienteling practices, and ensuring data‑led program management. They partner closely with stores and cross‑functional teams to translate strategy into execution that deepens loyalty and grows lifetime value.

Specific Responsibilities Include (but are not limited to) the Following:

High Value Customer Program Execution

  • Lead the execution and refinement of tier‑based client programs across all stores.
  • Activate strategies that strengthen retention, elevate service standards, and support upward customer migration.
  • Collaborate with store leadership to ensure consistent, elevated delivery of HVC expectations.

    • Clienteling & Personalization Enablement

  • Influence and manage the ongoing sustainment, usage, and enhancement of the Clienteling tools and related programming to grow HVC portfolio.
  • Equip sellers with the guidance, tools, and resources needed to deliver personalized, relationship‑driven service.
  • Identify gaps in clienteling adoption and partner with store and cross functional teams to drive capability uplift.

    • Experiential Programming & Execution

  • Coordinate end‑to‑end execution of bespoke experiences, perks, loyalty and appreciation initiatives and programs for HVC clients.
  • Support the design and delivery of high‑impact events that reinforce exclusivity and emotional connection.
  • Ensure programming is operationally feasible, scalable, and aligned to brand standards.

    • Data, Insights & Segmentation

  • Leverage customer data and insights to inform program improvements and client engagement strategies.
  • Provide actionable, store‑ready insights to leadership and client‑facing teams.
  • Track program effectiveness and make recommendations to refine segmentation models.

    • Cross‑Functional Partnership

  • Work closely with the VP, Store Experience, Sales & Service, CRM, Product, OMNI Store DVP’s/AGMs and Brand Partners to align and drive HVC objectives and programs with broader business initiatives.
  • Facilitate the integration of HVC strategies into store sales, service and operations, training, communications, and CRM/loyalty programs.
  • Act as a subject‑matter expert for luxury client engagement across the enterprise.

    • Brand & Leadership Influence

  • Represent HVC programming internally with clarity, confidence, and customer‑obsession.
  • Champion relationship‑based selling and inspire teams to adopt best‑in‑class service practices.

    • Planning, Budgeting & Financial Performance

  • Support annual planning, forecasting, and budget management for HVC initiatives.
  • Track performance against key metrics and ensure programs deliver measurable ROI in retention, frequency, and spend.
  • Identify efficiencies and opportunities to scale high‑touch programs sustainably.

    • The Ideal Candidate:

  • Post- secondary degree in related field, with 8- 10 years of related experience
  • Strong understanding of luxury retail client behaviour and relationship‑based selling
  • Proven experience delivering high‑touch customer programs or client development strategies
  • Skilled at cross‑functional leadership, influencing without authority, and partnering with retail stores
  • Data‑literate with the ability to translate insights into action
  • Excellent communication, project management, and organizational leadership

    • Reason for vacancy:
    New position

    Hiring Range / Échelle salariale à l’embauche :$ - $ / $ - $ (per year / par an)
    Final compensation for this position will be determined based on the candidate's unique skills, expertise, individual qualifications, and assessed contributions to the role following…
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