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About the Role

Harry Rosen is seeking an Operations Team Lead to join their Store team. This role focuses on developing team members, ensuring operational excellence, and modeling exceptional customer service within a luxury menswear retail environment.

Responsibilities

• Develop and train team members to achieve operational excellence.
• Work with Operations leadership to hire, onboard, and retain talent.
• Set clear job expectations and performance metrics for team members.
• Provide ongoing coaching, one-on-one meetings, and conduct regular Assessments.
• Drive a high-performing team through SMART goals and accountability.
• Achieve strong employee engagement and continuously improve NPS metrics.
• Lead by demonstrating company Core Values.
• Model exceptional customer service standards aligned with relationship-based selling.
• Serve as a point of contact for customer issues, ensuring professional resolutions.
• Process employee purchases and oversee staff package administration.
• Process all types of transactions accurately and assist with customer inquiries.
• Monitor and ensure compliance with all POS and LP Policies and Standards.
• Review Transaction audit results and communicate findings to operations associates.
• Ensure client information gathering % metrics are consistently achieved.
• Oversee Service desk maintenance and cleanliness.
• Oversee Client lists and e-receipt standards.
• Manage daily cash handling functions.
• Identify, report, and troubleshoot common errors/discrepancies.
• Execute and lead by example on loss prevention and health & safety best practices.
• Work with Logistics leadership to prioritize order queues to ensure fulfillment rate targets are achieved.
• Lend team capacity to complete order picking/fulfillment, ensuring all orders meet packaging standards.
• Ensure team completes BOPIS operations and supports with logistics responsibilities.
• Work with Logistics leadership on daily and weekly administrative tasks.
• Support with daily tasks and ad-hoc projects assigned by Operations Leadership.
• Collaborate closely with the Logistics team, flexing seamlessly between logistics and operations functions.
• Provide support with Tailorshop operations.
• Maintain constant awareness of the sales floor, ensuring client experience expectations are met.
• Work with logistics leadership to ensure store is adhering to logistics standards.
• Assist with preparations for seasonal inventory and participate in seasonal inventory counts.
• Ensure store achieves successful scores with various audits and metrics.

Requirements

• A minimum of 2 years of retail experience in a client facing role, with leadership capacity in managing a store/department.
• A focus on driving long-term customer loyalty and conversion by training team on elevating both the in-store and online customer experience.
• Strong communication skills and a keen understanding of policies and procedures.
• A strong service orientation – a demonstrated desire to wow our customers!
• Demonstrated interest in technology and how to use tech innovations to support the retail Customer Service function.
• The ability to work effectively as part of a team.
• Strong multi-tasking skills and the ability to calmly and efficiently manage customer service.
• Experience in shipping, receiving, merchandising, order fulfillment and inventory management in a retail environment is preferred.

Skills

• Leadership
• Training
• Hiring
• Onboarding
• Talent Retention
• Performance Management
• Coaching
• Employee Engagement
• Customer Service
• Relationship-Based Selling
• Point of Sale (POS) Operations
• Cash Handling
• Loss Prevention
• Health & Safety
• Omni-channel Fulfillment
• Logistics Management
• Inventory Management
• Communication Skills
• Multi-tasking

Location

• Sherway Gardens

Work Type

• Full-Time
• Permanent

Experience Level

• 2 years of retail experience in a client facing role with leadership capacity
• Leadership experience

Salary/Compensations

• $47,570 - $49,000 + opportunity for bonus

Benefits

• Competitive pay program
• Opportunities to additionally earn monthly and annual Team bonuses
• Best in industry discounts and special purchase opportunities
• A comprehensive flexible benefits package
• Pension and Group RRSP Programs
• A modern, digitally advanced workplace
• A coach committed to supporting the achievement of your personal career goals
• A culture that is rich and diverse
• An employer that values internal growth and promotion and is committed to succession planning

About the Company

• Proudly Canadian born and raised retailer of fine quality menswear with store locations across the nation.
• Specializing in luxury menswear for over 70 years.
• Officially recognized as one of Canada’s Best Managed Companies.
• Committed to developing retail professionals who love retail and have the passion and ability to inspire exceptional service.

Equal Opportunity

• Harry Rosen Inc. is committed to ensuring that our environment is barrier-free to all persons, employees, and clients alike, as we believe in equal opportunity and fostering a diverse and inclusive environment.
• In the spirit of this philosophy, we are committed to providing reasonable accommodations to all applicants with accommodation needs in the interview and assessment process.
• If you need assistance during the selection process, please contact us at careers@harryrosen.com with details.