Client Manager - Future Opportunity - Contract

Encore; Oakville; On-site; CAD 80,000 - 90,000; Full time

Job summary

Encore is seeking a Client Manager in Oakville, Ontario for a 6-month contract with potential extension. You will be the day-to-day link between national CPG clients, field teams, and internal support, ensuring programs run on schedule and reporting is accurate.

The role spans client management, field-team leadership, scheduling, data analysis, training, payroll, and quality control. Strong communication and meticulous attention to detail are essential, with collaboration across multiple

Qualifications

• 3+ years in client services, account/program management, or field marketing operations.
• Experience managing or supporting a field team.
• Strong attention to detail when reconciling data.
• Experience coordinating scheduling, coverage, and territory management.

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 team concerns and build supportive processes.
• 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 and data discrepancies.
• Reconcile data across internal reporting platforms.
• Analyze coverage and quality results.
• Review reports and investigate data discrepancies.
• Manage training courses and materials on LMS.
• Troubleshoot access, syncing, and reporting issues.
• Work with technology team on system updates.

Skills

Client services

Account management

Field marketing ops

Data analysis

Payroll administration

Stakeholder management

Communication skills

Tools

CRM systems

Reporting platforms

Job description

Future Opportunity | 6-MONTH CONTRACT WITH POSSIBILITY TO EXTEND | Full-Time Contract | $80,000-$90,000/year

What Encore's All About

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 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.

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

• Reconcile data across internal reporting platforms
• 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,”

• 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

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

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