Client Experience & Services Lead

Itape; Truro; On-site; CAD 85,000 - 110,000; Full time

Job summary

IPG, a global leader in packaging and protective solutions, is seeking a Manager, Client Services to lead the daily operations of the client services team and drive excellent customer experience and sales execution. You will develop strategies to increase customer satisfaction, retention, and revenue growth, while partnering with Sales, Marketing, and account teams across manufacturing sites.

You will mentor a team, leverage CRM systems, and implement service protocols to improve efficiency.

Qualifications

• University degree in business or related discipline preferred.
• 4-7 years in sales coordination, sales operations, or customer service management in manufacturing.
• Experience leading a team to drive results.

Responsibilities

• Lead, mentor, and develop a team of customer service professionals, providing ongoing training and performance coaching
• Manage complex customer inquiries and resolve escalated issues with professionalism and urgency
• Establish and monitor team performance metrics; analyze data and produce reports to identify trends and improvement opportunities
• Partner closely with Sales and Marketing to align customer service initiatives with sales goals and promotional activities
• Build and maintain strong relationships with key clients, ensuring their needs are consistently met and exceeded
• Develop, document, and refine service protocols, procedures, and best practices to enhance efficiency and service quality
• Maintain and update the customer service training manual
• Implement and optimize CRM and related technologies to streamline customer service and sales workflows
• Lead the annual customer survey process, including analysis, recommendations, and cross‑functional action planning to improve customer satisfaction and Net Promoter Score
• Facilitate regular team meetings to communicate priorities, share updates, and strengthen collaboration
• Oversee sales performance controls and take corrective action to ensure objectives are achieved within budget
• Review and evaluate sales results against programs, quotes, and plans to assess effectiveness
• Conduct ongoing performance reviews and provide continuous feedback to team members
• Develop deep expertise in all ECP products and programs, effectively communicating their benefits and functionality
• Travel to plant locations for assigned corporate accounts to implement programs and support account growth
• Perform additional responsibilities as assigned by the VP of Customer Experience

Skills

Team leadership

Customer service management

Sales coordination

Communication

Education

University degree in Business or related discipline

Tools

Microsoft Office Suite

Job description

IPG, a global leader in packaging and protective solutions, is seeking a Manager, Client Services to lead the daily operations of the client services team and drive excellent customer experience and sales execution. You will develop strategies to increase customer satisfaction, retention, and revenue growth, while partnering with Sales, Marketing, and account teams across manufacturing sites.

You will mentor a team, leverage CRM systems, and implement service protocols to improve efficiency.