Manager, Client Services

Job Posting Title: Manager, Client Services – Workplace Health and Wellness

Status: Full time (1 year contract)

Location: Markham, ON. This is a hybrid role 2-3 days/week onsite at the Lifemark Health Group Workplace Wellness office.

Reporting to the Senior Manager, Workplace Wellness, the Manager, Client Services will lead a team of two direct reports responsible for delivering exceptional customer service to our clients, ensuring the seamless execution of biometric health screenings, flu immunization clinics, skin cancer screenings and other healthcare screening services. You will oversee the end-to-end process, from initial client engagement to post-event evaluation, managing client invoices, maintaining participant schedules and online registration site, handling staffing issues, supporting data entry, and report generation for local, regional, and national customers.

Key Responsibilities:

• Serve as the main point of contact for assigned clients (employers) and foster long-term, positive relationships.
• Understand client needs and goals to ensure services meet or exceed expectations.
• Quoting on projects and services.
• Act as a problem solver, addressing client concerns and providing timely, effective solutions.
• Regularly communicate with clients to ensure satisfaction and to discuss upcoming campaigns or additional services.

Team Leadership:

• Lead, motivate and manage a small team, ensuring they meet performance goals and provide excellent service.
• Conduct regular one-on-one meetings, performance reviews, and provide coaching for professional development.
• Collaborate with team members to share best practices and improve overall efficiencies.

Service Delivery:

• Oversee the logistics and supply chain management for organizing and executing clinics.
• Coordinate schedules and ensure necessary resources are available.
• Ensure clinics are executed on time and in compliance with health and safety regulations.
• Troubleshoot any issues that arise during event setup or execution.
• Attend tradeshows and health fairs to market all business lines as requested, involving coordination, setup, attendance, and follow-up with potential and current customers.

Process Improvement and Reporting:

• Analyze service delivery outcomes and suggest areas of improvement, implementing processes to enhance efficiency and client satisfaction.
• Prepare key performance indicators (KPIs), client feedback, and event success metrics for the Workplace Wellness team.
• Maintain accurate records in the CRM, Dynamics 365, of client communications, event outcomes, and follow-up actions.

Cross-Functional Collaboration:

• Work closely with the Senior Manager and Workplace Wellness team to ensure smooth coordination of services.
• Provide insight and feedback regarding client needs.

Preferred Qualifications:

• Diploma in Business Administration, Health Administration, or a related field preferred.
• 5+ years of B2B customer service experience.
• 3+ years of experience in a client service management role.
• Experience leading teams and managing client relationships in a fast-paced environment.
• Experience in organizing health-related events, clinics, or wellness programs is highly advantageous.

Skills:

• Strong leadership and team management abilities with a focus on developing individuals and fostering collaboration.
• Excellent verbal and written skills with the ability to present information clearly and professionally.
• Strong organizational skills with the ability to prioritize and manage multiple tasks simultaneously.
• Proficient working knowledge of Microsoft Office applications, with special proficiency in Excel and Word; experience with Dynamics 365 would be a significant asset.
• Demonstrated ability to build and maintain strong relationships with clients.
• Problem-solving mindset and the ability to address and resolve client concerns promptly and professionally.
• Solid understanding of logistics and supply chain management, particularly in a healthcare or event planning context.
• Ability to manage the operational aspects of setting up and running multiple clinics or health events.
• High attention to detail, ensuring that all aspects of client service and event execution are handled meticulously.
• Proactive approach to identifying potential issues and implementing solutions before they arise.
• Ability to work under pressure and adapt to changing priorities or client demands.
• Occasional travel to client sites may be required. Must have a valid driver's license and access to a vehicle as needed.
• Flexibility to work extended hours during peak periods or events as needed.

Apply today! Visit us at www.lifemarkworkhealth.ca for more information.

Inclusion:

We are committed to creating an inclusive environment where people from all backgrounds can thrive. Improving inclusion and equity is a collective responsibility. Lifemark promotes equal employment opportunities for all job applicants, including but not limited to those self-identifying as a member of the employment equity groups: Indigenous peoples, Newcomers to Canada, Women, and Visible minorities.

Accommodation:

Accommodations are available on request for all candidates taking part in any aspect of the recruitment and selection process. Email us at talent at lifemark.ca.