Sales Lead - Holt Renfrew

Job Title: Sales Lead - Holt Renfrew

Location: Holt Renfrew, Bloor Street

Reporting To: Trade Retail Manager

Salary Band: $50k-$60k

Who we are

At Monica Vinader, we believe luxury should be empowering, long-lasting and responsibly made. Guided by integrity, craftsmanship and innovation, our goal is to elevate people’s lives by opening access to a more beautiful world.

From crafting consciously with recycled precious metals and ethically sourced materials, to designing enduring, versatile pieces made to be layered, loved and lived in every day, we are redefining what modern jewellery can be. We create jewellery that marks moments, tells stories and becomes part of who you are, all while making responsible luxury more accessible.

Our commitment to sustainability, innovation and positive impact continues to be recognised across the industry. We are proud to have received:

• Responsible Jewellery Brand, 2026 – Country & Town House

• Responsible Business of the Year, 2025 – Positive Luxury

• Top 50 Inspiring Workplaces (UK & NI), 2024 – Inspiring Workplaces

With a global footprint across physical retail, e-commerce and trusted partners, we put our community at the heart of everything we do. Proudly female-founded and inclusive, we build meaningful relationships with the people who wear and love our jewellery.

We are looking for a Sales Lead to join us as we continue this journey and help us shape what the future of modern jewellery can and should be.

Where we need your help

The Sales Lead role is an exciting opportunity to become a Brand Ambassador whilst influencing the Nordstrom team to offer an exceptional customer experience in store. You will be accountable for creating a highly productive work environment focused on driving sales and exceeding targets by partnering with Nordstrom on clienteling, exceptional customer service, and product knowledge.

What you’ll do

Sales Lead

• Responsible for setting and achieving daily/weekly/monthly targets

• Ensure that opportunities for improvement and/or any issues or concerns are communicated to your manager regularly and in sufficient detail, with recommendations for improvement

• Plan and execute events to drive business

Brand Ambassador

• Responsible for the MV training of Nordstrom New Hires

• Responsible for ongoing training of Nordstrom team on all new product and processes

• Motivate Nordstrom team to drive sales to achieve store target

• Build relationships with top sellers and key stakeholders throughout the store and region to drive sales, brand awareness, and event participation/attendance in the market

Customer Service

• Ensure the Nordstrom team is comfortable delivering MV standard of exceptional customer service

• Greet all clients with a friendly and welcoming demeanor

• Establish client’s needs, offer guidance and advice

• Maintain high level of customer service at all times

Clienteling

• Ensure Nordstrom team have had sufficient client/VIP training

• Collect and update customer information to ensure efficient use of client book and accurate data capture

• Develop and maintain client relationships

• Work alongside the Nordstrom Department Manager & your manager to plan and execute client events

Shop Operations & In-Store Experience

Partner with the Nordstrom Department Manager to:

• Become an expert and offer exceptional service on the below in store experiences:

  • Engraving*

  • Permanent Jewelry Welding*

• Process and track customer repairs, proactively working with internal and external teams to deliver

• Ensure shop is kept clean and tidy at all times and that visual merchandising is maintained in accordance with company guidelines

• Promptly process product shipments on arrival, ensuring stock is out on the day it is receive

• Proactively order packaging, maintaining standards and stock levels at all times

*Previous experience is a plus, but not required. Engraving and Welding Training will be offered as part of the onboarding process with the expectation that they will be mastered.

Cash Handling and Payment Processing

• Ensure sufficient staff training is carried out prior to staff processing payments

• Process payments, refunds and exchanges accurately following Nordstrom company guidelines

Stock Management

• Responsible for investigating inventory discrepancies and reducing shrinkage

• Report discrepancy/stock loss incidents to Nordstrom and manager

• Implement process to ensure accurate stock management is maintained, and continually look for opportunities for improvement

• Compile and execute all shop reports (including Weekly RP callouts, End Of Week Sales Emails, Memo sales reports, etc.)

• Ensure the appropriate processing and reporting of memo product sales

• Proactively partner with the piercer to manage piercing stock needs and product feedback (where applicable)

What you’ll bring

Connect & Empower

• Communicates Effectively: You share clearly and ask clarifying questions, which is essential when coordinating with your manager and the Nordstrom team on opportunities, concerns, and recommendations.

• Collaborates Proactively: You share updates and support colleagues willingly, a key behavior for building relationships with top sellers, stakeholders, and internal teams to drive brand awareness.

• Coaches & Develops Others: You offer support and peer guidance, particularly when motivating and training Nordstrom New Hires and the existing team on products, processes, and our standard of customer service.

Drive & Deliver

• Workflow Management: You manage time and tasks, and communicate progress, vital skills for executing client events, compiling shop reports, and tracking customer repairs.

• Dives Deep: You check your own work, ask questions, and verify facts, which will be crucial when investigating inventory discrepancies, processing payments accurately, and managing stock.

• Focuses on the Right Thing: You escalate low-value work and ask what matters most to maintain a highly productive work environment focused on achieving daily, weekly, and monthly targets.

• Delivers Results: You meet deadlines with quality and flag blockers, ensuring shipments are processed promptly on the day they are received and packaging standards are maintained.

Grow & Adapt

• Challenges & Commits: You speak up respectfully and support final decisions, helping to implement new processes and continually look for opportunities for improvement in shop operations.

• Embraces Change: You adapt quickly and seek clarity in ambiguity to thrive in a fast-paced retail and omni-channel environment.

• Reflects & Learns: You welcome feedback and learn from mistakes, especially as you undergo onboarding to master specialized in-store experiences like engraving and permanent jewelry welding.

Master & Apply

• Functional/Technical Expertise: You apply tools accurately and build foundational knowledge, directly applying to Nordstrom company guidelines, client book data capture, and payment processing.

• Applies Knowledge with Impact: You adapt learning to improve work and connect effort to results, ensuring your clienteling and brand ambassador efforts directly translate to achieving store targets.

• Stays Current: You seek out learning and embrace new tools, maintaining our standard of exceptional customer service and staying ahead of product knowledge to better guide and advise clients.

To be successful at Monica Vinader, it helps if you...

• Are hands-on, solutions-focused, and entrepreneurial

• Collaborate openly with humility, honesty, and humour

• Embrace learning, teaching, and personal growth

• Stay resilient, adaptable, and self-motivated in a creative environment

• Speak up when you don’t know—and act fast to figure it out

Additional Requirements

Ability to document your authorisation to work in the United States.

Travel Requirements

This role is based in two San Diego Nordstrom locations and is in store full-time.

Our Aims and Values

Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:

Customer Obsessed

We put our customers at the centre of every decision and deliver thoughtful, personal experiences.

Caring

We act with respect and empathy for people, communities, and the planet.

Fast Paced

We move with focus and flexibility to make progress quickly and decisively.

Exceptional

We hold ourselves to high standards and are always learning, improving, and raising the bar.

Commercial

We make smart, data-led decisions that create long-term value for the business and our customers.

Monica Vinader as a global business makes the following inclusive culture pledge:
Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.