Operations Team Lead

Your Style, Your Career

Harry Rosen is a proudly Canadian born and raised retailer of fine quality menswear with store locations across the nation.  We have been specializing in luxury menswear for over 70 years and have been officially recognized as one of Canada’s Best Managed Companies. We are committed to developing retail professionals who love retail and have the passion and ability to inspire exceptional service.

Operations Team Lead

Full-Time Permanent

Harry Rosen, Sherway Gardens

We are looking for an Operations Team Lead to join our Store team. In this role you’ll be responsible for: 

Leadership

• 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 and one-on-one meetings and conduct regular Assessments (Spring & Fall).
• 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.

Sales Support and Customer Service

• Model exceptional customer service standards that demonstrate alignment with our relationship-based selling culture, towards the achievement of clientele and NPS goals (obtain and log client info, well versed in Club Harry, etc.)
• Serve as a point of contact for customer issues, ensuring professional resolutions and escalating appropriately to leadership.
• Process employee purchases and oversee staff package administration and submissions

POS and Cash Services

• Process all types of transactions accurately and assist with customer inquiries, both in-person and over the phone
• Monitor and ensure compliance with all POS and LP Policies and Standards
• Review Transaction audit results and communicate results to operations associates, identifying needs for further training (team and/or individual)
• Ensure that 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 (open/close registers, prepare sales envelopes and bank deposits)
• Identify, report and troubleshoot common errors/discrepancies
• Execute and lead by example on loss prevention and health & safety best practices

OMNI Services & Order Fulfillment

• Work with Logistics leadership to prioritize order queues to ensure fulfillment rate targets are achieved and cancellation rates are reduced
• Lend team capacity to complete order picking/fulfillment, ensuring all orders meet packaging standards and are delivered by established deadlines
• Ensure that team completes BOPIS operations and supports with logistics responsibilities
• Work with Logistics leadership on daily and weekly administrative tasks: follow-ups on in-store transfers (ISTs), holds, deliveries, alterations, and client appointment logging.

Logistics & Flex Support

• 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, as needed
• Provide support with Tailorshop operations
• Maintain constant awareness of the sales floor, ensuring client experience expectations are met by ensuring team is providing targeted support where and when required
• Work with logistics leadership to ensure store is adhering to logistics standards, including ensuring fulfilment targets are met, markdown & reticketing initiatives are completed accurately, and product to floor timelines and standards are achieved.
• Assist with preparations for seasonal inventory and participate in seasonal inventory counts.
• Ensure store achieves successful scores with POS accuracy audit, Logistics Audit, Packaging standards audit, shrink % rates, on time rate, order fulfilment rate, cancellations rate etc.

Successful candidates will require: 

• 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, individually and through one’s team
• 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, acknowledge and assist a long line of customers waiting for service
• Experience in shipping, receiving, merchandising, order fulfillment and inventory management in a retail environment is preferred

What are the perks of the job? 

• 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 that grow with you  
• A modern, digitally advanced workplace 
• A coach committed to supporting the achievement of your personal career goals 
• A culture that is rich and diverse fostered through an internal Diversity Equity and Inclusion Council 
• An employer that values internal growth and promotion and is committed to succession planning for your future   

Compensation: $47,570- $49,000 + opportunity for bonus

We thank you for your interest in this 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 [email protected] with details.