Sr. Manager, Client Success

Loblaw Companies Limited; Golden Horseshoe; On-site; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Senior Manager of Client Success, where you will inspire a talented team to excel in the dynamic digital advertising landscape. This role emphasizes collaboration, strategic partnerships, and a commitment to client satisfaction. You will lead a dedicated team, manage key client relationships, and drive revenue growth through innovative solutions. With a focus on continuous improvement and process optimization, you will play a crucial role in shaping the future of client services. This is an exciting opportunity to make a significant impact in a company that values diversity, sustainability, and community engagement.

Benefits

Comprehensive Training

Flexible Work Options

Competitive Benefits

Diversity and Inclusion Initiatives

Qualifications

• 5+ years of experience in client service and digital marketing.
• Proven leadership skills with the ability to motivate a team.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead and mentor a team to achieve exceptional results.
• Oversee campaign execution for top-tier clients.
• Conduct revenue forecasts and provide analysis to management.

Skills

Client Service

Digital Marketing

Leadership

Communication

Strategic Thinking

Problem-Solving

Revenue Management

CRM Software Proficiency

Tools

CRM Software

Job description

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Role Overview

The Senior Manager of Client Success is responsible for inspiring and motivating the team to achieve exceptional results. With their broad and long-standing client and agency relationships, consultative approach and deep understanding of the digital advertising landscape, they will act as a strategic partner to their assigned clients working in collaboration with cross-functional teams. The Senior Manager of the Client Success teams ability to lead by example, set high standards, and communicate a compelling vision will be crucial in driving employee engagement and organizational success.

Responsibilities:

Team Leadership and Development:

• Lead, motivate, and mentor a team
• Provide guidance and support to team members to ensure they have the necessary tools and resources to succeed.
• Foster a positive and collaborative team environment, promoting open communication, teamwork, and a commitment to excellence.
• Conduct regular performance evaluations and provide ongoing coaching and feedback.

Client Relationship Management:

• Overseeing end-to-end campaign execution for select top tier clients.
• Coaching and guiding a team of Client Services representatives to develop and maintain strong relationships with key clients.
• Act as the primary point of contact for escalated client inquiries and issue resolution.
• Conduct regular check-ins with clients to assess satisfaction and identify opportunities for improvement.

Revenue Management:

• Conduct in-depth analysis of revenue forecasts and providing regular reports and analysis to Senior Management.

Process Improvement and Optimization:

• Evaluate current processes and identify opportunities for streamlining / optimizations.
• Implement best practices and standard operating procedures to ensure consistent and efficient service delivery.
• Monitor key performance metrics and develop action plans to address areas for improvement.

Communication and Collaboration:

• Foster open communication and collaboration across departments to ensure alignment on client needs and priorities.
• Coordinate with Sales, Marketing, and Product teams to effectively promote additional services or upgrades.
• Monitor and analyze team feedback, taking proactive measures to address concerns and enhance service quality.
• Communicate regularly with senior management to provide updates on client satisfaction, retention, and team performance.

Qualification:

• 5+ years of Client Service + digital marketing experience

• Leadership and management experience, with the ability to motivate and inspire a team to achieve goals and exceed expectations.

• Proven experience in client services, account management, or a similar role, with a track record of successfully managing client relationships and driving client satisfaction.

• Excellent communication and interpersonal skills, with the ability to effectively interact with clients, team members, and stakeholders at all levels of the organization.

• Strategic thinking and problem-solving abilities, with a focus on driving results and continuous improvement.

• Experience in revenue management or related roles.

• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Proficiency in CRM software and other relevant tools for client management and reporting.

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

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