Sr. Manager, Client Success

Loblaw Digital; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading company in Canadian retail is seeking a Senior Manager of Client Success. This role involves inspiring a team, managing client relationships, and optimizing processes to enhance service delivery. The ideal candidate will have extensive experience in client services and digital marketing, with a focus on leadership and strategic thinking. Join us to make a difference in communities across Canada.

Qualifications

• 5+ years of Client Service and digital marketing experience.
• Proven experience in client services or account management.

Responsibilities

• Lead, motivate, and mentor a team.
• Oversee end-to-end campaign execution for top-tier clients.
• Conduct in-depth analysis of revenue forecasts.

Skills

Leadership

Client Service

Digital Marketing

Communication

Strategic Thinking

Problem Solving

Tools

CRM Software

Job description

Join to apply for the Sr. Manager, Client Success role at Loblaw Digital

Come make your difference in communities across Canada, where authenticity, trust and making connections are 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 with 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's 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:

• Oversee end-to-end campaign execution for select top-tier clients.
• Coach and guide 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 provide regular reports and analysis to Senior Management.

Process Improvement and Optimization:

• Evaluate current processes and identify opportunities for streamlining and optimization.
• 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.

Qualifications:

• 5+ years of Client Service and 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, focusing on Environment, Sourcing, and Community. We are dedicated to diversity, equity, and inclusion, creating accessible environments for all colleagues, candidates, and customers. Requests for accommodation due to disability can be made at any stage of the application and employment process.

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