Client Success & Field Operations Lead (Hybrid)

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

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.