Harry Rosen
Assistant Operations Leader
Full-Time
CA$66k/yr
+ Monthly team bonuses + Annual team bonuses
Mid
Toronto, ON, Canada
In Person
About the job
Requirements
- Three to five years of retail experience in a client-facing role, with leadership capacity in managing a store or department.
- A focus on driving long-term customer loyalty and conversion by training the team to elevate both the in-store and online customer experience.
- Demonstrated ability to develop others, with a proven track record of documented coaching and development and performance improvement plans that resulted in tangible improvements.
- Strong communication skills and a keen understanding of policies and procedures, individually and through the team.
- A strong service orientation and demonstrated desire to provide exceptional customer service.
- Demonstrated interest in technology and how to use technology innovations to support the retail customer service function.
- 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.
Responsibilities
- Schedule and direct cross-functional teams and operations based on business needs to optimize performance.
- Promote cross-training for non-selling roles to enhance operational flexibility.
- Design schedules to maximize productivity and control costs.
- Ensure compliance with point-of-sale policies and procedures through training and regular communication.
- Maintain cost efficiency by ensuring point-of-sale and inventory accuracy.
- Analyze and address transaction errors from loss-prevention audits in collaboration with store leadership.
- Provide process-improvement feedback to operations leadership.
- Oversee accurate and timely store payroll processing.
- Manage non-selling expenses such as business cards and packaging.
- Model exceptional customer service standards aligned with the relationship-based selling culture to achieve clientele and net promoter score goals.
- Serve as a primary point of contact for escalated customer issues, ensuring professional resolutions and escalating appropriately to leadership.
- Develop non-selling teams to achieve operational excellence.
- 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 spring and fall assessments.
- Drive a high-performing team through SMART goals and accountability.
- Achieve strong employee engagement and continuously improve net promoter score metrics.
- Coordinate inventory planning and execution.
- Oversee timely markdowns and restyles.
- Ensure completion of buy online, pick up in-store administrative tasks.
- Manage e-commerce and in-store transfer order-picking processes.
- Ensure service desk associates meet customer service standards and support clientele and net promoter score goals, including obtaining and logging client information and maintaining knowledge of Club Harry.
- Collaborate on JRNI scheduling execution.
- Train store leadership on monitoring and managing deferred sales.
- Ensure timely communication and processing of expired deferred sales.
- Oversee hold processing and point-of-sale compliance.
- Manage employee packages and associate purchases.
- Monitor inventory levels and assist with corrections.
- Conduct audits and manage shrinkage control.
- Oversee receiving of merchandise from vendors and other stores.
- Ensure timely reconciliation of shipping documents and orders.
- Complete necessary paperwork, including return-to-vendor documents 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 return-to-vendor documents and made-to-measure refusals.
- Protect assets through compliance with all policies and procedures within the logistics group.
- Follow established health and safety guidelines.
- Achieve successful scores with the logistics audit and packaging standards audit.
Desired Qualifications
- Experience in shipping, receiving, merchandising, order fulfillment, and inventory management in a retail environment is preferred.