Client Manager

Encore Market Engagement; Montreal (administrative region); Hybrid; CAD 39,000 - 55,000; Full time

Job summary

Encore Market Engagement is seeking a Client Manager to serve as the day‑to‑day lead for national CPG accounts. You will coordinate clients, field teams, and internal departments to ensure programs run on schedule, with accurate reporting and optimal quality.

You’ll own scheduling, reporting, and data analysis across multiple stakeholders, driving smooth operations. You will build strong client partnerships, translate priorities into field actions, and ensure coaching and process improvements

Qualifications

• 2+ years in client services, account/program management or field marketing ops in retail/CPG
• Experience managing or supporting a field team
• Comfort with multiple reporting/data platforms and reconciling data
• Experience coordinating scheduling, coverage and territory management
• Strong analytical and organizational skills
• Excellent verbal and written client-facing updates and summaries
• Payroll, timekeeping or HR admin experience is a plus

Responsibilities

• Serve as the primary connection between clients, internal teams, and field leadership
• Manage client expectations, meetings, visits, escalations, and follow-ups
• Share program updates and executive summaries with client contacts
• Update and maintain client reports based on requirements
• Manage the field team alongside Field Managers and Team Leads
• Proactively address concerns and build supporting processes
• Communicate updates and client priorities to the team
• Monitor performance, coach employees and recognize achievements
• Assign stores based on geography and client targets
• Monitor weekly and monthly completion, resolve misses and errors
• Analyze coverage and quality results
• Review reports and investigate data discrepancies
• Manage training courses and LMS materials
• Manage documents/playlists in DMS
• Troubleshoot access, syncing, surveys and reporting issues
• Coordinate payroll/timekeeping and HR administrative processes
• Identify recurring errors and coordinate corrective action
• Provide coaching and field observations to reinforce quality

Skills

Client management

Field team management

Data analysis

Scheduling and territory management

Reporting

Payroll/timekeeping support

Tools

Learning Management System

Document Management System

Reporting platforms/CRM

Job description

At Encore, we possess the expertise in field sales to ensure our clients are successful in their most critical market channels. Going deep with few…being nimble and responsive for us is more than a turn of phrase, it is a way of life…and it comes down to the following Vision and Mission that compel us to outperform every day.

Our Vision:

The first choice for tier one organizations seeking to optimize their field sales investment.

Our Mission:

Provide uncompromising quality of service and unparalleled calibre of thinking…developing strategies and delivering solutions that enable our clients to win.

The Opportunity:

We're looking for a Client Manager to join Encore. In this role, you'll be the day-to-day connection point between our national CPG clients, our field team, and our internal support functions - keeping programs running smoothly, on schedule, and reporting accurately. This is a fast-paced, detail-driven role for someone who's as comfortable troubleshooting a data discrepancy as they are presenting an executive summary to a client.

Position Summary:

Your role is to be the day-to-day client and program lead for one or more national CPG accounts. You'll build and maintain strong client partnerships by ensuring programs are delivering on expectations — in field, on schedule, and with accurate reporting. You will manage the relationship between clients, Encore's internal teams (technology, HR, recruitment, and payroll), and the field leadership team (Field Managers, Team Leads, and reps), making sure priorities, escalations, and process changes move smoothly across all three groups. You will also own scheduling and coverage, reporting and data analysis, systems and training support, and quality management for your program(s).

The Perfect Person For the Role:

You thrive on exceeding your client's expectations. You're organized, detail-oriented, and comfortable being the point person for multiple stakeholders at once — clients, field teams, and internal departments — without dropping the ball on any of them. You're naturally curious about data: when a report doesn't add up, you dig until you find out why. You're a clear communicator who can translate client priorities into field-level action, and field realities into a polished update for a client or internal leader. You hold yourself accountable for quality, whether that's a client deliverable, a payroll correction, or a coaching conversation with a Team Lead. You're comfortable working across systems and tools, and you don't get flustered when three things need fixing at once.

Who you'll Work With

• Clients: National CPG brand partners.
• Field Operations: Field Managers, Team Leads, and reps.
• Internal Leadership: Directors and Partners requiring progress updates and support.
• Technology Team: Tickets, survey builds and changes, and troubleshooting.
• HR, Recruitment, and Payroll: Hiring, onboarding, employee matters, time verification, rates, and pay.

What you'll be Doing Every Day:

Client Management

• Serve as the primary connection between clients, internal teams, and the field leadership team
• Manage client expectations, meetings, field visits, escalations, and follow-ups
• Share program updates and executive summaries with client contacts
• Update and maintain reports based on each client's requirements

Field-Team Management

• Manage the field team alongside Field Managers and Team Leads
• Proactively assess the team's concerns and build processes that support both internal and client expectations
• Communicate updates, client priorities, and process changes to the team
• Monitor performance, coach employees, address issues, and recognize achievements

Scheduling and Coverage

• Assign stores based on geography and client targets
• Monitor weekly and monthly completion
• Resolve missed visits, suppressions, store-list errors, and territory gaps

Reporting and Data Analysis

• Analyze coverage and quality results
• Review reports and investigate data discrepancies

Training and Systems Support

• Manage training courses and materials on the learning management system
• Manage documents and playlists in the document management system
• Troubleshoot access, syncing, missing surveys, uploads, and reporting issues
• Work with the technology team on system updates and improvements

Payroll and Administration

• Review calls, submitted hours, and investigate discrepancies
• Coordinate corrections with IT and HR

Quality Management and Resolution

• Identify recurring errors, maintain an issue log, and coordinate corrective action
• Reinforce quality standards through coaching, training, and field observations

Your Experience:

In addition to everything outlined in “The Perfect Person for the Role,”

• 2+ years of experience in client services, account/program management, or field marketing operations, ideally in a retail or CPG environment
• Experience managing or supporting a field team
• Comfort working across multiple reporting and data platforms; strong attention to detail when reconciling data
• Experience coordinating scheduling, coverage, and territory management
• Strong analytical and organizational skills
• Highly effective verbal and written communication skills, including preparing client-facing updates and summaries
• Experience supporting payroll, timekeeping, or HR administrative processes is an asset

The RIGHT Candidate:

At Encore, we feel that no matter your background, what's most important to your success and ours is the way you interact with others. Don't get us wrong, if you have the right experience and skills, that's great. So, if you're thinking about working with Encore on this contract, it's important that you know we'll expect from you:

• You believe in winning
• You bring passion and innovative thinking that will deliver results
• You believe that the words ‘work’ and ‘fun’ belong in the same sentence

You can be described as:

• Detail-oriented and organized
• Intellectually curious
• Self-motivated
• Continuously challenging yourself
• Having business maturity, professional

Working Conditions:

• The expectation will be that you are working out of your home office
• The goal is to also to have the ability to work from client offices in Montreal or the GTA as needed
• Travel to other regions of Canada as required