The HVC Manager is responsible for leading the day‑to‑day execution of Holt Renfrew’s High Value Client (HVC) strategy within their store. This role ensures top‑tier clients receive exceptional, relationship‑driven service that deepens loyalty, drives retention, and grows lifetime value. The HVC Manager brings the luxury client strategy to life on the floor—overseeing personalized client engagement, elevating service standards, enabling clienteling excellence, and executing exclusive experiences that reinforce our luxury brand promise.
This role serves as the in‑store ambassador of the HVC strategy and is a critical connector between store teams and the central HVC leadership.
Key Responsibilities
High Value Client Program Execution
- Execute tier‑based HVC programs on the floor, ensuring top clients receive differentiated, elevated service.
- Maintain deep understanding of store‑level top clients, their needs, preferences, and relationship history.
- Support upward migration by identifying opportunities for increased engagement, frequency, and spend.
- Partner with Sales Managers and Personal Shoppers to maintain consistent delivery of HVC expectations.
Clienteling & Personalization Enablement
- Drive daily adoption and excellence of the Clienteling tool.
- Coach sellers on portfolio management, outreach cadence, and personalized communication.
- Identify skill or usage gaps and partner with store leadership to improve capability and consistency.
- Ensure that all client interactions reflect white‑glove, relationship‑driven luxury service.
Experiential Programming & Client Experiences
- Execute high‑touch experiences, perks, and recognition moments for top clients within the store environment.
- Ensure experiential programs are flawlessly coordinated—from preparation to follow‑up.
- Provide feedback to central HVC leadership to refine experience design, content, and operational needs.
Data, Insights & Client Segmentation
- Regularly review client data, purchase patterns, and segmentation reports to guide outreach, events, and selling plans.
- Identify store‑level client opportunities and provide insights to the HVC Director/DVP to inform strategy.
- Track program performance, client behavior shifts, and event ROI at the store level.
Cross‑Functional Collaboration
- Partner with Store Leadership, Personal Shopping, Sales & Service, Marketing, and Visual teams to integrate HVC priorities into store execution.
- Act as the in‑store subject‑matter expert for luxury client engagement and relationship‑based selling.
- Ensure HVC strategies are understood and adopted by all relevant store team members.
Brand & Culture Leadership
- Model exceptional luxury service standards and inspire teams to emulate relationship‑based selling.
- Champion a culture of client obsession, proactive engagement, and premium service.
- Ensure store teams understand the importance and value of HVC programs to the overall business.
Operational & Performance Management
- Maintain calendars, pipelines, and event execution plans for HVC initiatives.
- Track store‑level performance indicators such as retention, frequency, migration, and clienteling usage.
- Provide regular updates to the HVC Director/DVP on progress, opportunities, and challenges.
Measures of Success
- Growth and retention of top‑tier clients in the store
- Increased upward migration across client tiers
- Adoption and effectiveness of clienteling practices by sellers and Personal Shoppers
- High execution quality of HVC experiences and events
- Increased client engagement, frequency, and incremental revenue
Hiring Range / Échelle salariale à l’embauche :
$100,000.00 - $146,000.00 / 100.000,00$ - 146.000,00$ (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 the completion of the interview process. The range stated is the starting range for this position. Offers may vary with experience, qualifications, performance, and local market conditions. We strive to offer competitive compensation that aligns with a candidate's contributions to our team, along with a comprehensive benefits package, enticing perks, pension matching, incentives, and our coveted employee discount. / La rémunération finale pour ce poste sera déterminée sur la base des compétences uniques du candidat, de son expertise, de ses qualifications individuelles et de l'évaluation de sa contribution au poste à l'issue de la procédure d'entrevue. La fourchette indiquée est la fourchette de départ pour ce poste. Les offres peuvent varier en fonction de l’expérience, des qualifications, du rendement et des conditions du marché local. Nous nous efforçons d'offrir une rémunération compétitive qui corresponde à la contribution du candidat à notre équipe, ainsi qu'un ensemble complet de garanties, d'avantages attrayants, de cotisations de retraite assorties par l'employeur, de primes d'encouragement et notre très convoitée remise d'employé.
