Manager Client Services

Socket.dev; Quebec; On-site; CAD 70,000 - 90,000; Full time

Job summary

Mosaic in Canada is seeking a Client Service Manager to oversee day-to-day client management and growth across national accounts, focusing on revenue growth, margin delivery, client satisfaction, and program quality.

You will lead cross-functional efforts, develop field tools, analyze program impact, and drive new business opportunities while maintaining strong relationships with retailers.

Qualifications

• Bachelor's degree in business, marketing, or related field required.
• Five+ years of account management or operations/management experience in a retail merchandising environment or equivalent.
• Excellent relationship-building skills and ability to manage client expectations.
• Strong organizational skills, attention to detail, and task prioritization.
• Experience developing and monitoring cross-functional processes with proficiency in Excel.
• Proven ability to anticipate client needs and develop solutions.
• Experience in the general retail landscape and executing resets where needed.
• Strong verbal communication and presentation skills.

Responsibilities

• Experience supporting national retail beauty, cosmetics, personal care or health & wellness strongly preferred.
• Drive revenue growth with existing clients and secure new opportunities by maximizing revenue and margin.
• Identify and drive initiatives delivering mutually beneficial results for Mosaic and clients.
• Respond to and resolve issues promptly, balancing customer satisfaction, quality, and relevance.
• Outline data reporting requirements and analyze business results for key insights.
• Partner with Mosaic field and operations leaders to develop the client strategic plan and communicate objectives.
• Participate in or lead new business development activities as needed.
• Manage program communication to field management and merchandisers.
• Monitor new product introductions, merchandising changes, and training needs from the client to the field team.
• Share best practices and continuously improve processes.
• Other duties as assigned.

Skills

Relationship building

Communication

Presentation

Analytical thinking

Project coordination

Drive for results

Education

Bachelor's degree in business/marketing

Tools

Excel

Job description

The Client Service Manager will be responsible for all aspects of day-to-day client management and operations while growing the client relationship and driving sales. Focusing on:

• Revenue growth
• Margin delivery
• Client satisfaction and retention
• Quality execution of programs
• Expanding services /solutions utilized by client
• Delivery of program specific training to District Managers and National Field Execution team
• Development of field tools to collect meaningful field information for our clients
• Analysis of impact of programs

Responsibilities

• Experience supporting national retail beauty, cosmetics, personal care or health & wellness strongly preferred.
• Drive revenue growth with existing client and secure new opportunities – focus on increasing sales and growing margin by maximizing all revenue opportunities.
• Identify and drive key initiatives that deliver mutually beneficial results for Mosaic and our clients.
• Respond to and resolve issues in a timely way, balancing customer satisfaction, quality, and relevance.
• Outline data reporting requirements, analyze business results, report on key insights.
• Partner with the Mosaic field and internal operations leaders to develop the client strategic plan and communicate as necessary to accomplish client objectives.
• Participate in or lead new business development activities as required.
• Manage program communication to field management team and merchandisers.
• Monitor and communicate to stakeholders any new product introductions, merchandising changes, training initiatives and special event needs from the client to the field team.
• Seek out and share best practices.
• Other duties as assigned.

Qualifications

Minimum Education Requirements:

• Bachelor's degree in business, marketing, or related fields

Experience Requirements:

• Five or more years of account management or operation/management experience in a retail merchandising environment OR any similar combination of education & experience.
• Excellent relationship building skills; proven success in relationship building and management.
• Interact with all key client contacts to understand expectations, upcoming initiatives/product launches, and in-store execution needs.
• Outstanding organizational skills, attention to detail, and prioritization of tasks.
• Experience developing, tracking, and monitoring cross-functional processes (Requiring proficiency in Excel).
• Anticipating client needs and developing solutions.
• Experience in the general retail landscape.
• Executing resets within multiple channels is ideal (drug, mass, or grocery) or various other projects within a retail environment.

Knowledge, Skill, and Ability Requirements:

• Build relationships with all key stakeholders (e.g. Merchandising, Operations, HR, Finance, etc.)
• Knowledge and ability to work with the finance contact to ensure all invoicing is accurate and timely.
• Produce quality field execution.
• Regularly connect with our clients and participate in quarterly business reviews and business planning meetings, as applicable.
• manage client expectations and help to make all plans operational at the store level.
• Great analytical skills – strong attention to detail.
• Proficiency in Excel required.
• Strong verbal communication and presentation skills.
• Drive for results.
• Persuasive selling and ability to influence skills.
• Assertive, creative team player.
• Sense of urgency required.

Physical Requirements:

• Sit for extended periods (typically 6+ hours per day).
• Use a computer, including keyboard and mouse, for prolonged periods.
• Lift and carry light items (e.g., files, office supplies, laptops, typically 20+ pounds).
• Reach, bend, or stoop occasionally to access files or office materials.
• Maintain focus and attention for long periods of desk-based work.
• Follow clear directions.
• Perform repetitive motions (e.g., typing, clicking) consistently throughout the day.

#DiscoverYourPath