Senior Manager, Client Experience

Direct Response Media Group; Oakville; Hybrid; CAD 85,000 - 110,000; Full time

Benefits offered by this job

Health care spending account

Paid time off

Hybrid work environment

Job summary

Direct Response Media Group, based in Oakville, Ontario, is seeking a Senior Manager, Client Experience to lead Client Services and Graphics. The role focuses on transitioning from reactive support to strategic retention through process optimization and strong leadership.

You’ll drive end-to-end client journeys, standardize workflows, and manage SLAs/KPIs while collaborating across departments to lower churn and enhance client satisfaction.

Qualifications

• Post-secondary Bachelor's Degree or Diploma in Business Administration, Marketing, or related field.
• 5+ years in operations, customer service, or account management with 2–3 years in people management.
• Experience in print, media, marketing or advertising industries.
• Proven ability to standardize workflows, remove redundancies, and map client lifecycles.
• Experience leading cross-functional teams (Client Services & Graphics) to align handoffs and outcomes.
• CRM management, data hygiene, data analytics, reporting tools, and Google Suite proficiency; NetSuite is a plus.

Responsibilities

• Lead, develop, and manage Client Services and Graphics teams to ensure a high-performance culture.
• Map and optimize the end-to-end client journey to reduce churn and improve retention.
• Define SLAs, KPIs, and operational metrics for excellence in output and communication.
• Standardize handoffs between Sales, Client Services, and Graphics for accurate briefs.
• Handle high-level client escalations and strategic intervention planning.

Skills

People management

CRM management

Data analytics

Cross-functional collaboration

Customer service excellence

Education

Bachelor's degree in Business Administration or related field

Tools

NetSuite

CRM software

Google Suite

Data analytics tools

Job description

Salary Range: $85,000.00 To $110,000.00 Annually

WHO WE ARE

DRMG (Direct Response Media Group) is Canada's leading Direct Mail company, specializing in Targeted Direct Mail Campaigns that have helped businesses of all sizes boost sales and brand recognition for more than 20 years. As a Canada Post Expert Partner and their largest shared mail customer, we deliver a wide range of neighbourhood mail, including our widely recognized Money Saver brand, to over 175 million homes annually.

DRMG is a fun, family-focused, and entrepreneurial company where every person supports the overall success of the organization. Your work matters here, and we seek people who communicate well, build great relationships, and thrive in our complex and fast-paced environment.

OUR PURPOSE Helping Canadians save, businesses grow, and neighbourhoods thrive! Our purpose is to contribute to the success of our clients through continuous improvement and innovative solutions.

OUR CORE VALUES

We Treat People Right

We Know How To Have A Good Time

We Are In This To WIN!

The Team Is The Heart Of Everything

We Contribute To Our Communities

SUMMARY

We are hiring a dedicated Senior Manager, Client Experience, to join our Client Services team. This role will be a full-time, permanent position working out of our head office in Oakville, Ontario. We are looking for someone who is dedicated to ferocious customer service, treating people right, and being a part of a team. Our team is the heart of everything!

As the leader of the Client Services department, the Senior Manager, Client Experience, will play a key role in leading and orchestrating the end-to-end client journey at DRMG. In this capacity, the Senior Manager will ensure that all client interactions are standardized, high-quality, and aligned with company revenue and retention goals. The focus of this role is to transition from reactive troubleshooting to strategic client retention through process optimization and specialized client support.

Posting Status: This posting is for a new role.

AS A SENIOR MANAGER, CLIENT EXPERIENCE, YOU WILL MAKE YOUR IMPACT BY:

Managing, leading, and developing the Client Services and Graphics teams—fostering a results-driven, continuous-improvement culture while ensuring balanced workloads and departmental coverage.

Orchestrating, mapping, and optimizing the end-to-end client journey—utilizing feedback loops (NPS/surveys) and account health metrics to build a frictionless client experience, proactively reduce churn, improving retention and minimize RFAs.

Defining and enforcing Service Level Agreements (SLAs), key performance indicators (KPIs), and operational metrics to set a "Standard of Excellence" for creative output, turnaround times, and client communications.

Standardizing handoff protocols between Sales, Client Services, and Graphics to guarantee accurate creative briefs and smooth production transitions.

Serving as the primary point of contact for high-level client escalations, conflict resolution, and Google review responses.

Establishing design best-practice standards and tier-based creative service levels to deliver tailored design consultations for high-value accounts.

Managing CRM integrity and data governance by maintaining "Golden Records" to ensure real-time visibility of client interactions across the organization.

Living our core values, contributing actionable feedback and suggestions, and participating in continuous learning and employee personal development through coaching and resources within our DRMG University.

Assisting with other tasks as assigned by the Director, Operations.

YOU CAN EXCEL AS A SENIOR MANAGER, CLIENT EXPERIENCE IF YOU HAVEL:

A post-secondary Bachelor's Degree or Diploma in Business Administration, Marketing, or a related field.

A minimum of 5 years in operations, customer service, or account management, along with 2–3 years in a direct people management role.

Experience in print, media, marketing or advertising industries.

Proven experience standardizing workflows, eliminating operational redundancies, and mapping client lifecycles.

Demonstrated ability to lead and integrate cross-functional teams (including Client Services and Graphics) to align production, creative, and sales handoffs.

Expertise in CRM management, data hygiene, data analytics, reporting tools, and Google Suite applications

NetSuite experience is considered an asset.

Exceptional written and verbal communication skills, with the ability to digest complex information and present concise summaries to executive leadership.

A strong background in high-level conflict resolution, managing client pain points, and establishing strategic intervention plans to lower account churn.

Outstanding organizational, multi-tasking, and prioritization skills with a sharp eye for detail in high-volume, deadline-driven environments.

Experience utilizing generative AI tools (such as Gemini, ChatGPT, Claude, etc.) to optimize workflows and improve operational efficiency.

WHAT’S IN IT FOR YOU

Compensation: The expected salary range for this position is $85,000 - $110,000 per year.

The opportunity to be a part of a collaborative, fast-paced environment with a team that consistently provides a high level of service to clients and internal departments.

Involvement with a team that demonstrates integrity, respect, and trust as part of our core values which we practice every day - WE TREAT PEOPLE RIGHT!

A culture of transparency, where team members are involved in important conversations and encouraged to bring new innovative ideas to the team. We believe in our employees’ skills and abilities!

A high level of collaboration with a team that is eager to help you succeed in your role and grow in your career. - THE TEAM IS THE HEART OF EVERYTHING!

A fun working environment with the opportunity to participate in our cultural activities including seasonal campaigns to give back to our community, ping-pong tournaments, team lunches, and online trivia - WE KNOW HOW TO HAVE A GOOD TIME & WE CONTRIBUTE TO OUR COMMUNITIES!

Flexibility to work in a hybrid work environment, working 3 days per week in our creative office space (with Eddie & Sophie, our two office dogs!) located in Oakville, and 2 days from home.

A health care spending account for you and your family, and paid time-off. We want our team to be happy and healthy!

Gain meaningful work experience working with a passionate Canadian organization that has proudly been serving Canadian businesses for over 18 years - WE PRACTICE FEROCIOUS CUSTOMER SERVICE!

DRMG is an equal-opportunity employer that fosters an inclusive, equitable, and accessible environment that brings people together to realize their full potential. We are committed to compliance with all applicable legislation including providing accommodation for applicants with disabilities. Please advise us at any point during the recruitment and selection process if you require accommodation. We thank all applicants for their interest in DRMG; however, only chosen applicants will be contacted. We regret that we are unable to respond to individual inquiries about application status.