Harry Rosen Client Experience 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

• Coach Clothing Advisors and Specialists to maximize individual sales productivity.
• Develop and maintain in-store and after-sales service standards.
• Ensure all Clientele Development activities are executed.
• Act as Eagle on the Floor and demonstrate EID behaviours.
• Drive adoption of Herringbone and achievement of digital sales goals.
• Help Advisors build omnichannel client relationships across in-store and online channels.
• Educate Advisors and clients on all aspects of the program, including its points system, benefits and activation steps.
• Hire and train new Clothing Advisors and Specialists.
• Administer training programs and ensure all required onboarding and assigned training is completed.
• Conduct one-to-one meetings and complete performance assessments.
• Ensure the team follows store and operational policies and procedures and upholds cultural standards.
• Ensure the team follows store protection and loss prevention policies and standards.

Qualifications

• At least 3 years of retail experience, with leadership capacity in managing a store or department.
• Focus on driving long-term customer loyalty and conversion by training the team to elevate both the in-store and online customer experience.
• Demonstrated interest and ability in developing others, with a proven track record of documented coaching and development, and performance improvement plans that delivered tangible improvements.
• Experience in retail is preferred; the menswear environment includes sportswear, footwear, accessories, outerwear, tailored clothing and made-to-measure.
• Strong business acumen in luxury retail and a keen understanding of how to execute business plans and company initiatives individually and through a team.
• Welcoming and inclusive mindset, with a passion for emulating and upholding core values.

Skills

Experience

At least 3 years of retail experience, with leadership capacity in managing a store or department.

Benefits

Opportunities to earn monthly and annual team bonuses; best-in-industry discounts and special purchase opportunities; comprehensive flexible benefits package; pension and Group RRSP programs; a modern, digitally advanced workplace; career coaching; an internal Diversity, Equity and Inclusion Council; internal growth and promotion opportunities, with succession planning.

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.