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Manager, OMNI Operations Fulfillment

Holt Renfrew & Co. Limited

This is a Contract position in Toronto, ON posted December 23, 2020.

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Holt Renfrew offers you an inspiring, fashion-driven environment with opportunities to learn and grow. From our incredible partnerships with iconic luxury brands, to our commitments to corporate social responsibility, you will be inspired every day. As Canada’s leading luxury retailer, our purpose at Holt Renfrew is to Inspire a Life of Style and this inspiration starts with you! Together, we drive Passion, Warmth, Excellence, and Unity, to deliver extraordinary experiences and build lasting relationships with our customers and each other. A job at Holt Renfrew offers a competitive total compensation, a generous employee discount, pension, and health & dental benefits, tuition assistance, and continuous learning and development.


The Manager, OMNI Operations & Fulfillment is an essential member of the high-performance Operations team. The role is responsible for leading the development, implementation and ongoing management of Holt Renfrew operational initiatives.  They will oversee ongoing development and planning along with the daily operations of OMNI (ecommerce & CTS) order fulfillment. This role will be responsible for serving as a critical liaison between eCommerce IT, Supply Chain, Planning, Merchants, Marketing and the Store teams.

Specific responsibilities include (but are not limited to) the following:

Inventory Management:

  • Manage the implementation of operational programs at stores by developing programs with cross functional partners, ensure timely and accurate SOP’s proper training and follow up 
  • Manage weekly/monthly quarterly workload for operational teams by partnering with merchants/planning to capture all upcoming tasks
  • Lead inventory management programs, store inventory counts, approve of weekly RTV, consolidation and markdown priorities, and follow up to ensure execution
  • Lead the national conference call with store operations, logistics managers, loss prevention, and relevant cross functional partners and facilitate the discussion on weekly operational initiatives and priorities
  • Lead the store inventory integrity teams by developing the weekly calendar, follow-up on execution, capture & share learnings and best practices
  • Develop and evaluate performance and key metrics for stores and follow up with store leadership to ensure standards are maintained
  • Development and approval of all Holt Renfrew’s store operational policies and procedural guidelines
  • Lead cross-functional projects and initiatives and liaise with external vendors to evaluate current back of house processes and develop and implement programs to drive operational efficiencies
  • Investigate and resolve with relevant cross functional partners any store or omni inventory integrity issues / opportunities.
  • Support stores to ensure all technology solutions are functioning as expected, liaise with IT to ensure timely resolution, and support the continuous improvement of the tools in store
  • Comply with all Health & Safety policies and requirements

OMNI (eCommerce & CTS) Fulfillment

  • Responsible for optimizing sourcing and order allocation for all OMNI (CTS & eCommerce) fulfillment models including ship to home, buy online pick up in store, and drop ship
  • Develop daily forecasts by site/delivery type based on forecasts provided by planning partners
  • Manage and coordinate efforts to reduce risk to inventory availability online due to RTVs, inventory counts, consolidations, leased conversions, pre-sales, etc.
  • Manage freight costs in partnership with supply chain with logistic carriers, finding opportunities to minimize costs, and increase eCommerce service offering to customers
  • Manage OMNI fulfilment packaging guidelines, forecast of supplies, with consideration on impacts to freight costs, creative/design, corporate social responsibility, and pack-out efficiency
  • Work with online merchandising to provide guidelines on allocation of GWP promotions, analyzing potential impacts to allocation logic and freight.
  • Work with call centre management to gather feedback on trending issues and provide improvement recommendations to store operations and fulfillment teams as appropriate
  • Perform continuous analysis and provide recommendation on shipping promotions, shipping options, and cost to customer
  • Maintain and create new eCommerce fulfillment SOPs, training materials, and deliver training to fulfillment teams on new processes and functionality
  • Provide continuous recommendations and requirements for improvement of processes and eCommerce fulfillment technology roadmap
  • Create and continuously refine the order/returns volume forecast, working closely with Planning and Store Operations teams
  • Ensure SLA compliance of fulfillment locations and third party vendors implementing corrective measures when issues arise
  • Continuously monitor reporting and analytics, providing recommendations to further refine data points to measure SLAs and KPIs
  • Refine returns automation process, allocation strategy, and customer service offering while providing recommendations to business to reduce return rate though returns management
  • Manage eCommerce fulfillment OPEX budget
  • Manage order management configurations within eCommerce platform and any integrations that support fulfillment (ie. Hybris, Narvar, UPS, Canada Post Address Complete)
  • Serve as a SME to the business on omnichannel development initiatives related to fulfillment
  • Lead, motivate, and develop high performing employees that are capable of delivering results

The ideal candidate:

  • Post-secondary degree in a related field or equivalent experience 
  • 5-7 years of experience and 3+ years supervising a team, within retail operations or inventory management or Ecommerce fullfilment 
  • Demonstrated leadership and influencing skills with the ability to influence with and without authority
  • Experience with change management, continuous improvement and the ability to analyse and make recommendations to the business, to sreamline or improve process
  • Effective Project Management skills including managing OPEX budgets, milestones and timelines
  • High level of technical aptitude or curiosity, expeirence with SAP, FIORI, Hybris, & Back Office environment would be a valuable asset
  • Demonstrated experience or aptitude to manage relationships effectively in a complex retail environment or matrix organization

The measures of success: 

  • Contribution to financial objectives
  • Individual objectives linked to the achievement of department goals
  • Delivery of eCommerce fulfillment objectives on time and within budget
  • Reduction of cancellation rates
  • Process improvements
  • Feedback from internal and external clients