Manager, High Value Client Programs

About the role

The Manager, High Value Client Programs will lead the strategic execution and continuous evolution of Holt Renfrew’s enterprise‑wide High Value Customer (HVC) initiatives. Working closely with the Director of High Value Customer Programs, you will translate strategy into scalable, store‑ready programs that boost client retention, accelerate tier migration, and create long‑term customer value.

Key responsibilities

• Support the design, execution and coordination of tier‑based HVC programs in line with corporate strategy.
• Manage day‑to‑day program creation, timelines, deliverables and ensure consistent enterprise rollout.
• Develop and maintain store‑ready resources, playbooks and guidance to enable consistent execution across locations.
• Act as the primary point of contact for stores, addressing program questions, clarifications and execution support.
• Identify recurring store challenges, propose simplifications and drive continuous improvement.
• Champion adoption and sustainment of clienteling tools, coordinating with CRM and cross‑functional partners for enhancements and communications.
• Monitor adoption gaps and execution risks, escalating insights and recommendations to the Director.
• Support planning and coordination of experiential initiatives, loyalty programs and appreciation moments, ensuring scalability and brand alignment.

Required profile

• Proven experience managing customer loyalty or high‑value client programs within a retail environment.
• Strong ability to work cross‑functionally with store teams, marketing, CRM and other stakeholders.
• Analytical mindset with a focus on performance measurement and continuous program improvement.

Required skills

• Familiarity with CRM systems and clienteling tools.

What we offer

• Competitive total compensation package.
• Generous employee discount.
• Pension plan and health & dental benefits.
• Tuition assistance and continuous learning and development opportunities.