Assistant Operations Leader

It's fun to work in a company where people truly BELIEVE in what they're doing

We're committed to bringing passion and customer focus to the business.

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.

We are looking for an Assistant Operations Leader to join our Store team. In this role you'll be responsible for: 

Operational Efficiency (Service Desk & Logistics/Shipping/Receiving, Support)

• 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 POS policies and procedures through training and regular communication.
• Maintain cost efficiency by ensuring POS and inventory accuracy.
• Analyze and address transaction errors from LP audits in collaboration with store leadership.
• Provide process improvement feedback to operations leadership.
• Oversee accurate and timely store payroll processing.
• Manage non-selling expenses (business cards, packaging, etc.).
• 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
• Serve as a primary point of contact for escalated customer issues, ensuring professional resolutions and escalating appropriately to leadership

Leadership

• 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-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

Operational Support

• Coordinate inventory planning and execution.
• Oversee timely markdowns and restyles.
• Ensure completion of BOPIS (Buy Online, Pickup In-Store) admin tasks.
• Manage eCommerce and IST order picking processes.
• Ensure service desk associates meet customer service standards and support clientele and NPS goals (obtain and log client information, are well versed in Club Harry, etc.).
• Collaborate on JRNI scheduling execution.

Deferred Sales and Program Administration

• Train store leadership on monitoring and managing deferred sales.
• Ensure timely communication and processing of expired deferred sales.
• Oversee hold processing and compliance at POS.
• Manage employee packages and associate purchases.
   

Inventory Management

• Monitor inventory levels and assist in 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 all necessary paperwork, including RTVs and recalls.
• Oversee store merchandising activities

Order Fulfillment and Receiving

• 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.

Store Protection and Security

• Provide protection of assets through compliance with all Policies and Procedures within Logistics group.
• Follow established Health and Safety guidelines.
• Achieve successful scores with Logistics Audit and Packaging Standards Audit.

Successful candidates will require: 

• 3-5 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
• Demonstrated interest and ability to develop others (with a proven track record of documented coaching and development as well as performance improvement plans that have resulted in tangible improvements)
• 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   

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 with details.