Holt Renfrew.
Holt Renfrew is Canada’s premier luxury department store, curating global fashion, beauty, and lifestyle brands through experience-led retail environments nationwide.
Role:
Scope:
Tenure:
Create clarity for store operators across a complex national store network
Holt Renfrew operates an incredible luxury department store portfolio where multiple corporate teams - merchandising, marketing, CRM, HR, and operations - depend on stores to execute initiatives accurately and on schedule. Without a central point of coordination, communication risked becoming fragmented, creating competing priorities at the store level and inconsistency in execution. The role was ensured clarity, alignment, and operational discipline between head office strategy and in-store reality.
Translate strategy into clear, executable direction
I acted as the primary conduit between corporate and stores, consolidating initiatives across customer experience, policy, CRM programs, promotions, and performance cycles into clear, practical direction for store leaders. This included pressure-testing information before rollout, identifying gaps, and returning to corporate teams to resolve ambiguity before it reached the floor.
In parallel, I led the evolution of the customer feedback survey - refining its methodology and content to make it shorter, more relevant for customers, and more actionable for the business. Insights were translated into tangible adjustments across service, product, and training, ensuring data informed execution rather than only living in reports.
Consistent execution, stronger feedback, real-world results
Stores were consistently equipped to execute initiatives smoothly, on time, and in line with commercial objectives - across all six multi-million-dollar locations spanning flagship and regional sizes. Communication became clearer, execution more consistent, and feedback loops more effective. The role reinforced a core operating principle that continues to guide my work: strategy only creates value when it is translated into clear processes and can be executed reliably in the real world.
Additional selected work.
