Harry Rosen Assistant Operations Leader

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

• Schedule and direct cross-functional teams and operations according to business needs to optimize performance.
• Promote cross-training for non-selling roles to improve operational flexibility.
• Design schedules to maximize productivity and control costs.
• Ensure compliance with point-of-sale (POS) policies and procedures through training and regular communication.
• Maintain cost efficiency by ensuring POS and inventory accuracy.
• Analyze transaction errors identified in loss-prevention audits and address them with store leadership.
• Provide process-improvement feedback to operations leadership.
• Oversee accurate and timely store payroll processing.
• Manage non-selling expenses, including business cards and packaging.
• Model exceptional customer service aligned with relationship-based selling, supporting clientele and NPS goals.
• Act as a primary contact for escalated customer issues, resolving them professionally and escalating to leadership as appropriate.
• Develop non-selling teams to achieve operational excellence.
• Focus on hiring, onboarding and retaining 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.
• Drive team performance through SMART goals and accountability.
• Build strong employee engagement and continuously improve NPS metrics.
• Lead by demonstrating the company’s core values.
• Coordinate inventory planning and execution.
• Oversee timely markdowns and restyles.
• Ensure completion of BOPIS (Buy Online, Pickup In-Store) administrative tasks.
• Manage eCommerce and IST order-picking processes.
• Ensure service desk associates meet customer service standards and support clientele and NPS goals, including gathering and recording client information and maintaining familiarity with Club Harry.
• Collaborate on JRNI scheduling execution.
• Train store leadership to monitor and manage deferred sales.
• Ensure timely communication and processing of expired deferred sales.
• Oversee hold processing and POS compliance.
• Manage employee packages and associate purchases.
• Monitor inventory levels and assist with corrections.
• Conduct audits and manage shrinkage control.
• Oversee merchandise receiving from vendors and other stores.
• Ensure timely reconciliation of shipping documents and orders.
• Complete required paperwork, including RTVs and recalls.
• Oversee store merchandising activities.
• Oversee special orders and made-to-measure goods.
• Manage rebalance and recall requests.
• Maintain accurate in-transit documentation.
• Organize and oversee logistics department activities.
• Monitor RTVs and MTM refusals.
• Protect assets by ensuring compliance with all policies and procedures within the logistics group.
• Follow established health and safety guidelines.
• Achieve successful results in the Logistics Audit and Packaging Standards Audit.

Qualifications

• 3–5 years of retail experience in a client-facing role, with leadership capacity managing a store or department.
• Focus on building long-term customer loyalty and conversion by training teams to elevate the in-store and online customer experience.
• Demonstrated interest and ability in developing others, with documented coaching and development experience and performance improvement plans that have led to tangible improvements.
• Strong communication skills and a keen understanding of policies and procedures, individually and through the team.
• Strong service orientation and a demonstrated desire to delight 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

3–5 years of retail experience in a client-facing role, with leadership capacity managing a store or department.

Compensation

The base compensation for this position is CAD 66,000 per annum.

Benefits

Opportunities to earn monthly and annual team bonuses; industry-leading discounts and special purchase opportunities; a comprehensive flexible benefits package; pension and Group RRSP programs; a career coach; a diverse and inclusive culture supported by an internal Diversity, Equity and Inclusion Council; 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.