Head of Client Services / digital marketing agency

Hoorya; Toronto; Hybrid; CAD 120,000 - 180,000; Full time

Job summary

Hoorya in Toronto, Canada, is seeking a Head of Client Services to build and lead a new client services function within a hybrid, full-time setting.

You will design scalable account management processes, set service standards, and partner with Sales and cross-functional teams to deliver exceptional client outcomes, retention, and growth across diverse industries.

Responsibilities

• Build and improve the overall Client Services function.
• Develop scalable account management processes and best practices.
• Establish service standards, client communication frameworks, and operational workflows.
• Lead, mentor, and support the Account Management team.
• Own client retention and long-term relationship management.
• Identify opportunities for account expansion and additional services.
• Partner closely with Sales to ensure smooth client onboarding and long-term success.
• Collaborate with SEO, Paid Media, Creative, Web Development, Analytics, and Strategy teams to deliver outstanding client outcomes.
• Monitor account health, client satisfaction, retention metrics, and commercial performance.
• Help create a client-centric culture across the organization.

Job description

HEAD OF CLIENT SERVICES DIGITAL MARKETING AGENCY

Location: Toronto, Canada
Work format: Hybrid, 3 office days, non-negotiable.
Employment: Full-time

ABOUT THE COMPANY

Our client is a fully integrated performance marketing agency combining SEO, Paid Media, Creative, Brand Strategy, Web Development, CRO, and Data Analytics under one roof. The agency partners with small and mid-sized businesses across multiple industries, helping clients grow through long-term digital marketing strategies and measurable business outcomes. As the company continues to scale, they are building a dedicated Client Services function and are looking for an experienced leader to shape it from the ground up.

ABOUT THE ROLE

This is a strategic, hands-on leadership role responsible for building and leading the agency’s Client Services function. Rather than inheriting a mature department, you will establish the processes, standards, and operating model that will define how the company manages and grows long-term client relationships. You’ll work closely with the CEO and cross-functional teams to improve client retention, identify growth opportunities, and create a scalable client experience.

KEY RESPONSIBILITIES

• Build and improve the overall Client Services function.
• Develop scalable account management processes and best practices.
• Establish service standards, client communication frameworks, and operational workflows.
• Lead, mentor, and support the Account Management team.
• Own client retention and long-term relationship management.
• Identify opportunities for account expansion and additional services.
• Partner closely with Sales to ensure smooth client onboarding and long-term success.
• Collaborate with SEO, Paid Media, Creative, Web Development, Analytics, and Strategy teams to deliver outstanding client outcomes.
• Monitor account health, client satisfaction, retention metrics, and commercial performance.
• Help create a client-centric culture across the organization.

TEAM STRUCTUR