Director of Client Services

Match Retail; Mississauga; Hybrid; CAD 100,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation and benefits

Job summary

Match Retail in the Greater Toronto Area is seeking a Director of Client Services to lead client relationships across national programs. This senior role drives program success, ensures exceptional service delivery, and partners with Sales, Operations and Field teams to align client objectives with execution.

The ideal candidate brings 5+ years in client services within retail or CPG, a proven track record of leading high-performing teams, and strong communication and stakeholder management.

Qualifications

• 5+ years in client services within retail, CPG, or sales execution.
• Proven experience leading and developing high-performing teams.
• Strong understanding of retail environments, field execution, and national programs.
• Demonstrated ability to manage complex, multi-client portfolios.
• Excellent communication, presentation, and stakeholder management skills.

Responsibilities

• Serve as senior point of contact for assigned client portfolios.
• Own client satisfaction, retention, and growth across programs.
• Lead and mentor Client Services and Account Management teams.
• Translate client objectives into execution strategies in collaboration with Sales, Operations, and Field teams.
• Oversee program planning, launches, optimization, and performance against KPIs.
• Proactively identify risks, challenges, and opportunities, drive solutions and continuous improvement.
• Partner with internal teams on forecasting, budgeting, resourcing, and scalability of programs.
• Prepare and present executive-level business reviews, insights, and recommendations to clients.
• Support new business growth through client expansion, upselling, and strategic initiatives.

Skills

Client services leadership

Stakeholder management

Retail industry knowledge

Team leadership

Strategic thinking

Job description

Overview

Director, Client Services – GTA

Location: Greater Toronto Area (Hybrid)

Schedule: Monday to Friday

Salary: $100,000 to $120,000

We are actively hiring for this position

About Match Retail

Match Retail is a leading provider of sales execution, merchandising, and brand activation services for tier one brands across Canada. We partner with our clients to deliver measurable results through strong field execution, data-driven insights, and exceptional client service. Our teams operate nationwide, supporting programs that drive growth, visibility, and performance at retail.

About The Role

The Director of Client Services is a senior leadership role responsible for overseeing key client relationships, driving program success, and ensuring exceptional service delivery across multiple programs. This role acts as a strategic partner to clients, internal stakeholders, and field leadership, ensuring alignment between client objectives, execution strategy, and operational delivery.

The ideal candidate is a strong people-leader with deep experience in client management, retail programs, and cross-functional collaboration.

Key Responsibilities

• Serve as the senior point of contact for assigned client portfolios, building trusted, long-term partnerships
• Own overall client satisfaction, retention, and growth across programs
• Lead and mentor Client Services and Account Management teams to ensure consistent, high-quality delivery
• Translate client objectives into clear execution strategies in collaboration with Sales, Operations, and Field teams
• Oversee program planning, launches, optimization, and performance against KPIs
• Proactively identify risks, challenges, and opportunities, drive solutions and continuous improvement
• Partner with internal teams on forecasting, budgeting, resourcing, and scalability of programs
• Prepare and present executive-level business reviews, insights, and recommendations to clients
• Support new business growth through client expansion, upselling, and strategic initiatives

Qualifications & Experience

• 5+ years of experience in client services within retail, CPG, or sales execution
• Proven experience leading and developing high-performing teams
• Strong understanding of retail environments, field execution, and national programs
• Demonstrated ability to manage complex, multi-client portfolios
• Excellent communication, presentation, and stakeholder management skills
• Highly organized, strategic, and solutions-oriented mindset.
• Comfortable working in a fast-paced, evolving environment
• Willingness to travel, as required to support clients and teams

Why Join Match Retail?

• Senior leadership role with high impact and visibility
• Opportunity to work with leading national and global brands
• Collaborative, performance-driven culture
• Competitive compensation and benefits
• Career growth and professional development opportunities

Interview Process

Our recruitment process is structured and transparent, with candidates assessed consistently against role-related criteria.

• Step 1: Qualified candidates complete an initial phone or virtual interview with a Talent Acquisition Specialist.
• Step 2: Shortlisted candidates participate in a phone or virtual interview with the Hiring Manager.
• Step 3: Selected candidates attend an in-person or virtual interview with the Hiring Manager and relevant team members.
• Step 4: Final candidates participate in an in-person or virtual interview with the client.

AI Disclosure

We use AI-assisted tools to help screen resumes for key skills and minimum requirements relevant to the role. All results are reviewed by our hiring team to ensure thoughtful and balanced decision making.

Match Retail is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive environment for all.