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 Omnichannel Customer Experience Supervisor will work closely with the store teams and customer care team to ensure our customers’ inquiries are responded to in a timely and elevated manner. This role will primarily support the daily workflow of customer inquiries and proactively identify and resolve issues which may include direct customer communication.
Specific responsibilities include (but are not limited to) the following:
Oversee customer care queue performance, auditing responses for quality, consistency, and adherence to established service level agreements (SLAs)
Lead ongoing performance management with the customer care vendor, providing structured feedback and driving continuous improvement
Connect with customer care management team on daily/weekly basis as required to align priorities and performance
Partner with customer care vendor management team and Online Operations & Customer Care Manager to manage and resolve escalations
Monitor Ecomm Operations inbox – supporting stores by responding to and fielding inquiries (reallocation support, tech issues, product copy errors, ad hoc fulfillment reporting info etc.)
Support stores and customer care teams in resolving order-related issues (e.g. mis-ships, short-ships, quality issues), ensuring timely, customer-first resolutions
Assist in forecasting customer contact volume to support workforce planning
Contribute to the development and continuous improvement of customer care standard operating procedures (SOPs), scripting and training materials
Support rollout of customer care initiatives and programs related to Holt Renfrew strategic priorities in partnership with the Online Operations & Customer Care Manager
Identify opportunities for process improvements to improve service levels and customer experience, inclusive of scripting, processes and SOPs and actively participate in projects to drive these improvements with the Online Operations & Customer Care Manager, and customer care team
Provide assistance to the Call Centre Vendor Team lead & Operations Manager with continuous improvement needs to establish or modify existing SOPs, scripting, and content
Monitor Call Centre performance to ensure timely responses and compliance with quality standards and SLAs
Analyze call, chat, and email performance reports to provide actionable recommendations
Support the development, documentation, and maintenance of customer care policies and procedures, including associated training materials
The ideal candidate:
Post-secondary degree in a related field or 3+ years work experience
Proficient in Microsoft Office
Strong operations and task focused mindset
Available to work evenings/weekends as required, to respond to stakeholder inquiries within a timely manner
Excellent interpersonal skills; a team player who is able to act as both a leader and an individual contributor as required
Confident and effective communication (written & verbal) and interpersonal skills and works well with cross-functional stakeholders
Has a customer first mindset
Experience with customer communication and managing resolutions
Is adaptable and comfortable with ambiguity and change
Knowledge of Ecommerce processes considered an asset
Hiring Reason - Existing Vacancy
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Holt Renfrew is an equal opportunity employer committed to fostering a diverse and inclusive workplace. Our future success depends on the perspectives and contributions of all our employees -- their diverse backgrounds, abilities and experiences make our business stronger. If you are contacted for a job opportunity and require accommodation, please email [email protected] and let us know so we can ensure you have an accessible candidate experience throughout the recruitment process. All requests are confidential and used only to meet candidate needs.
Hiring Range / Échelle salariale à l’embauche :$56,000.00 - $80,000.00 / 56.000,00$ - 80.000,00$ (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..png)
