Manager of Client Services

IPG; Truro; On-site; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive pay

Extensive benefits

Career development opportunities

Job summary

IPG is a global leader in packaging and protective solutions. IPG is expanding its client services leadership and seeks a Manager, Client Services to oversee daily operations, ensure top-tier customer experience, and drive sales execution for key accounts.

The role requires strong leadership, cross-functional collaboration with Sales and Marketing, CRM optimization, data analysis, and ongoing staff development to deliver superior service and revenue growth.

Qualifications

• University degree in Business or related discipline preferred.
• 4-7 years of experience in sales coordination, sales operations, or customer service management, preferably in manufacturing.
• Demonstrated leadership experience driving results and improving customer experience.

Responsibilities

• Lead, mentor, and develop a team of customer service professionals with ongoing training and coaching.
• Manage complex customer inquiries and resolve escalated issues with professionalism and urgency.
• Establish and monitor team performance metrics; analyze data and report trends.
• Partner with Sales and Marketing to align customer service with sales goals and promotions.
• Build and maintain relationships with key clients and exceed their expectations.
• Develop and refine service protocols and best practices to improve efficiency.
• Maintain and update the customer service training manual.
• Implement and optimize CRM and related technologies to streamline workflows.
• Lead annual customer survey process, including analysis and cross-functional action planning.
• Facilitate regular team meetings to communicate priorities and collaborate.
• Oversee sales performance controls and take corrective action to meet objectives within budget.
• Review sales results against programs and plans to assess effectiveness.
• Conduct ongoing performance reviews and provide feedback.
• Develop deep expertise in all products and programs and communicate benefits clearly.
• Travel to plant locations for assigned accounts to support growth.
• Perform additional responsibilities as assigned by the VP of Customer Experience.

Skills

Organized

Negotiation

Executive communication

MS Office

Customer insight

Problem solving

Communication

Team collaboration

Education

University Degree in Business or related discipline

Job description

Are you ready to elevate your career? At IPG, we are more than just a global leader in packaging and protective solutions—we are a community that values safety, people, passion, integrity, performance, and teamwork. From tapes and films to packaging and protective products, as well as engineered coated materials and advanced packaging machinery, we develop innovative solutions that protect the world. Now, we are expanding our global team and looking for talented individuals like you!

Position Description

Title: Manager, Client Services

Department: Sales

Immediate Supervisor: VP Customer Experience and Product Management

Status: Exempt Salaried

Position Purpose

The primary mission of this individual is to manage, lead, and oversee the daily operations of the client services team, ensuring excellent customer experience and efficient sales execution processes. This person must have the ability to develop and implement strategies to enhance customer satisfaction, retention, and revenue growth.

Principle Accountabilities

• Lead, mentor, and develop a team of customer service professionals, providing ongoing training and performance coaching
• Manage complex customer inquiries and resolve escalated issues with professionalism and urgency
• Establish and monitor team performance metrics; analyze data and produce reports to identify trends and improvement opportunities
• Partner closely with Sales and Marketing to align customer service initiatives with sales goals and promotional activities
• Build and maintain strong relationships with key clients, ensuring their needs are consistently met and exceeded
• Develop, document, and refine service protocols, procedures, and best practices to enhance efficiency and service quality
• Maintain and update the customer service training manual
• Implement and optimize CRM and related technologies to streamline customer service and sales workflows
• Lead the annual customer survey process, including analysis, recommendations, and cross‑functional action planning to improve customer satisfaction and Net Promoter Score
• Facilitate regular team meetings to communicate priorities, share updates, and strengthen collaboration
• Oversee sales performance controls and take corrective action to ensure objectives are achieved within budget
• Review and evaluate sales results against programs, quotes, and plans to assess effectiveness
• Conduct ongoing performance reviews and provide continuous feedback to team members
• Develop deep expertise in all ECP products and programs, effectively communicating their benefits and functionality
• Travel to plant locations for assigned corporate accounts to implement programs and support account growth
• Perform additional responsibilities as assigned by the VP of Customer Experience

Qualifications

• University Degree in Business or related discipline preferred.
• Minimum 4-7 years of experience in sales coordination, sales operations, or customer service management, preferably in a manufacturing environment
• Demonstrated prior experience leading a team to drive results and improve overall customer experience

Skills And Attributes

• Highly organized and has very effective time management skills
• Proven negotiation skills
• Proven ability to interact with Sr. Executives
• Proficiency in Microsoft Office Suite
• Demonstrated customer insight and strong intuition, paired with the confidence to take decisive action
• Proven, action‑oriented problem solver with a track record of delivering results
• Exceptional communication and interpersonal skills
• Works collaboratively across teams, bringing a proactive, solution‑focused approach to shared challenges

Why Choose IPG?

At IPG, you will find more than just a job—you will find a place where your success is our success. We pride ourselves on a culture built around strong relationships, where every team member plays a crucial role in our growth. Whether it is through cross‑department collaboration, continuous training, or sustainability-driven initiatives, we create an environment where you can thrive.

Our commitment to sustainability influences everything we do, from designing eco-friendly products to minimizing waste in our production processes. We are dedicated to building a greener future while providing safe, supportive workplaces for our people.

With over 40 years of industry expertise and a proven track record of growth and innovation, IPG offers a stable, secure environment where you can flourish!

We offer competitive pay, extensive benefits that support you and your family, and exciting career development opportunities. Whether you are looking to enhance your skills or advance your career, we offer ongoing training and the support you need to succeed. Think big, dream bigger, and make an impact with IPG.