Harry Rosen Operations Team Lead

About Harry Rosen

Founded in Toronto in 1954 by brothers Harry and Lou Rosen, Harry Rosen is a leading Canadian luxury menswear retailer, distinguished by its curated designer collections, tailoring expertise and personalized service. Its heritage combines entrepreneurial ambition with an enduring commitment to helping clients dress with confidence. As an employer, the company offers a setting where sartorial knowledge, relationship-building and commercial acumen intersect, with career paths spanning client advising, tailoring, merchandising and corporate functions. Professionals drawn to refined retail will find a business in which attentive service, product expertise and long-term client relationships are central to the brand’s identity.

Role & Responsibilities

• Develop and train team members to achieve operational excellence.
• Partner with Operations leadership to hire, onboard and retain talent.
• Set clear job expectations and performance metrics for team members.
• Provide ongoing coaching and one-to-one meetings, and conduct regular spring and fall assessments.
• Build a high-performing team through SMART goals and accountability.
• Drive strong employee engagement and continually improve NPS metrics.
• Lead by demonstrating the company’s Core Values.
• Model exceptional customer service aligned with relationship-based selling, supporting clienteling and NPS goals by collecting and recording client information and maintaining strong knowledge of Club Harry.
• Serve as a point of contact for customer issues, resolving them professionally and escalating them to leadership as appropriate.
• Process employee purchases and oversee staff package administration and submissions.
• Process all types of transactions accurately and assist with customer inquiries in person and by phone.
• Monitor compliance with POS and loss prevention policies and standards.
• Review transaction audit results, communicate findings to Operations Associates and identify further team or individual training needs.
• Ensure client-information collection percentage targets are consistently achieved.
• Oversee service desk maintenance and cleanliness.
• Oversee client lists and e-receipt standards.
• Manage daily cash handling, including opening and closing registers, preparing sales envelopes and making bank deposits.
• Identify, report and troubleshoot common errors and discrepancies.
• Model and lead loss-prevention, health and safety best practices.
• Partner with Logistics leadership to prioritize order queues, meet fulfillment targets and reduce cancellations.
• Support order picking and fulfillment, ensuring orders meet packaging standards and established deadlines.
• Ensure the team completes BOPIS operations and supports logistics responsibilities.
• Work with Logistics leadership on daily and weekly administrative tasks, including follow-up on in-store transfers (ISTs), holds, deliveries, alterations and client appointment logging.
• Support daily tasks and ad hoc projects assigned by Operations leadership.
• Collaborate with the Logistics team and flex between logistics and operations functions as needed.
• Support Tailorshop operations.
• Maintain awareness of the sales floor and ensure the team provides targeted support to meet client experience expectations.
• Work with Logistics leadership to uphold logistics standards, including fulfillment targets, accurate markdown and reticketing initiatives, and product-to-floor timelines and standards.
• Help prepare for seasonal inventory and participate in seasonal inventory counts.
• Ensure the store achieves strong results in POS accuracy, logistics and packaging standards audits, shrink rates, on-time rates, order fulfillment rates and cancellation rates.

Qualifications

• At least 2 years of client-facing retail experience, with leadership capacity managing a store or department.
• Focus on driving long-term customer loyalty and conversion by training the team to elevate the in-store and online customer experience.
• Strong communication skills and a strong understanding of policies and procedures, individually and through the team.
• Strong service orientation and a demonstrated desire to impress customers.
• Demonstrated interest in technology and using technological innovations to support retail customer service.
• Ability to work effectively as part of a team.
• Strong multitasking 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.

Skills

Experience

At least 2 years of client-facing retail experience, including leadership capacity managing a store or department; retail experience in shipping, receiving, merchandising, order fulfillment and inventory management is preferred.

Compensation

The base compensation for this position ranges from CAD 47,570 to CAD 49,000 per annum.

Benefits

Monthly and annual team bonus opportunities; industry-leading discounts and special purchase opportunities; comprehensive flexible benefits package; pension and Group RRSP programs; a career coach; a diverse and inclusive culture; and internal growth, promotion and succession-planning opportunities.

Culture

Harry Rosen’s workplace culture reflects its heritage as a Canadian luxury menswear specialist, with an emphasis on sartorial expertise, personalised service and lasting client relationships. Its client-focused retail environment values attention to detail and collaborative service, with employees helping clients develop a wardrobe that expresses their individual style.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.