Client Manager

Encore Market Engagement; Oakville; Hybrid; CAD 80,000 - 90,000; Full time

Job summary

Encore Market Engagement in Oakville, Ontario, is seeking a Client Manager for a 6-month contract. You will coordinate between national CPG clients, the field team, and internal support, ensuring programs run on schedule and reporting is accurate.

The role emphasizes client-facing updates, data quality, and proactive process improvements, with a hybrid work setup and potential extension. A fast-paced, detail-driven mindset is essential.

Qualifications

• 3+ 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.
• Strong analytical and organizational skills.
• Experience coordinating scheduling, coverage, and territory management.
• Excellent verbal and written communication for client-facing updates.
• Payroll, timekeeping, or HR administrative experience is an asset.

Responsibilities

• 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
• 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
• Assign stores based on geography and client targets
• Monitor weekly and monthly completion
• Resolve missed visits, suppressions, store-list errors, and territory gaps
• Analyze coverage and quality results
• Review reports and investigate data discrepancies
• 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
• Review calls, submitted hours, and investigate discrepancies
• Coordinate corrections with IT and HR
• Identify recurring errors, maintain an issue log, and coordinate corrective action
• Reinforce quality standards through coaching, training, and field observations

Skills

Client services

Field team coordination

Data analysis

Communication

Organizational skills

Payroll/HR experience

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.

About the Role

We're looking for a Client Manager to join Encore on a 6-month contract with possibility of extension. 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.

Responsibilities

• 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
• 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
• Assign stores based on geography and client targets
• Monitor weekly and monthly completion
• Resolve missed visits, suppressions, store-list errors, and territory gaps
• Analyze coverage and quality results
• Review reports and investigate data discrepancies
• 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
• Review calls, submitted hours, and investigate discrepancies
• Coordinate corrections with IT and HR
• Identify recurring errors, maintain an issue log, and coordinate corrective action
• Reinforce quality standards through coaching, training, and field observations

Qualifications

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

• 3+ 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

Required Skills

• 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.

Preferred Skills

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

Pay range and compensation package

Full-Time Contract | $80,000-$90,000/year

Equal Opportunity Statement

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.

Working Conditions

This is a 6-month contract role, full-time with potential to extend. This is a hybrid role, encompassing 2 days working out of the Encore Head Office in Oakville. The goal is to also have the ability to work from client offices or in field as needed, and working from home from time to time is fine.