Bilingual Client Success Manager (ENG/FR)

Hook & Ladder

2d • Remote

About The Position

You'll be the strategic partner and main point of contact for some of Canada's most recognized restaurant brands. You'll navigate stakeholder landscapes (head office, regional VPs, brand managers, franchisees), lead a cross-functional execution team, and help shape how we deliver franchise marketing at Hook + Ladder. If you thrive in fast-paced, high-touch environments where no two days look the same, keep reading.

Why You'll Love It Here
Build a vertical from the ground up: Be the driver of our Franchise Development offering. You'll have a direct hand in architecting the strategy, processes, and service standards that will define this division as we scale.

High accountability, high reward: You'll own strategic outcomes for some of Canada's fastest-growing restaurant brands. We operate on a profit-sharing model because the people driving growth should own a piece of the win. When the agency scales and your clients succeed, your earning potential follows.

Elite autonomy, zero micromanagement: You'll have full ownership of your client relationships and a world-class execution team at your back. We provide the resources and vision; you provide the leadership and results.

Accelerated professional mastery: You'll work alongside global specialists in performance marketing, automation, and creative strategy. This is a high-density talent environment where you'll sharpen your strategic thinking, data fluency, and executive presence every day.

A clear path to senior leadership: We're looking for our future Directors and VPs. As the Franchise Development arm grows, so does your opportunity to move into senior leadership roles. We invest in your growth through a strengths-based, engagement-focused and performance-oriented approach.
Remote-First, Flexible PTO: We care about results, not hours or location.

Requirements

• You're fully fluent in Quebecois French and English (comfortable leading client calls, writing emails, and presenting in both languages without hesitation)
• 2+ years owning or leading client relationships for franchise or restaurant brands
• Marketing agency experience
• You're fluent in QC French and English, written and spoken, and you can switch between them on client calls without missing a beat if necessary
• You have 2+ years working with franchise, QSR, or fast-casual restaurant brands.
• You have 3+ years in Client Success, Account Management, or a strategic client-facing role at a marketing agency.
• You can manage multiple brands and stakeholders without losing the thread. You're organized, detail-oriented, and you follow through.
• You thrive in fast-paced environments.
• You're a confident communicator who can present to executives and build genuine relationships.
• You're comfortable with project management tools and can keep complex workflows on track.

Nice To Haves

• Have experience with franchise development marketing (lead generation, recruitment campaigns, franchise sales support)
• Are based in Calgary or Alberta
• Speak Spanish: not required, but helpful for internal collaboration
• Have experimented with AI tools for ideation, content generation, or workflow optimization

Responsibilities

• Architect the franchise marketing playbook: Partner with leadership to shape our franchise development offering, the strategies that help Canada's top restaurant brands attract and convert qualified franchisee leads. You'll have a seat at the table as we build this vertical from the ground up.
• Lead as a strategic advisor: Be the primary strategic partner for C-suite stakeholders, Regional VPs, and Brand Managers. Navigate complex stakeholder landscapes with authority; set expectations, defend recommendations with data, and ensure every marketing dollar drives measurable growth.
• Conduct a high-performance execution engine: Lead a cross-functional squad of global specialists in content, design, performance, and automation. Align technical expertise with client goals, remove roadblocks, and ensure world-class delivery at pace. The team executes; you orchestrate.
• Own your portfolio growth & retention: Own the health and expansion of your client portfolio. Translate complex data into insights that shape the future. Identify upsell opportunities and make Hook + Ladder indispensable: an extension of the client's team, not a vendor.
• Master the pivot: In QSR and franchise development, priorities shift fast. Filter competing requests, re-prioritize on the fly, and keep execution moving without losing strategic focus. Turn chaos into clarity for your team and clients.

Benefits

• High accountability, high reward: You'll own strategic outcomes for some of Canada's fastest-growing restaurant brands. We operate on a profit-sharing model because the people driving growth should own a piece of the win. When the agency scales and your clients succeed, your earning potential follows.
• Elite autonomy, zero micromanagement: You'll have full ownership of your client relationships and a world-class execution team at your back. We provide the resources and vision; you provide the leadership and results.
• Accelerated professional mastery: You'll work alongside global specialists in performance marketing, automation, and creative strategy. This is a high-density talent environment where you'll sharpen your strategic thinking, data fluency, and executive presence every day.
• A clear path to senior leadership: We're looking for our future Directors and VPs. As the Franchise Development arm grows, so does your opportunity to move into senior leadership roles. We invest in your growth through a strengths-based, engagement-focused and performance-oriented approach.
• Remote-First, Flexible PTO: We care about results, not hours or location.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed