Client Manager

Encore Field Marketing Solutions Inc.•Montreal, QC

1d•Remote

About The Position

At Encore, we possess the expertise in field sales to ensure our clients are successful in their most critical market channels. Going deep with few…being nimble and responsive for us is more than a turn of phrase, it is a way of life…and it comes down to the following Vision and Mission that compel us to outperform every day. Our Vision: The first choice for tier one organizations seeking to optimize their field sales investment. Our Mission: Provide uncompromising quality of service and unparalleled calibre of thinking…developing strategies and delivering solutions that enable our clients to win. We're looking for a Client Manager to join Encore. In this role, you'll be the day-to-day connection point between our national CPG clients, our field team, and our internal support functions - keeping programs running smoothly, on schedule, and reporting accurately. This is a fast-paced, detail-driven role for someone who's as comfortable troubleshooting a data discrepancy as they are presenting an executive summary to a client. Your role is to be the day-to-day client and program lead for one or more national CPG accounts. You'll build and maintain strong client partnerships by ensuring programs are delivering on expectations — in field, on schedule, and with accurate reporting. You will manage the relationship between clients, Encore's internal teams (technology, HR, recruitment, and payroll), and the field leadership team (Field Managers, Team Leads, and reps), making sure priorities, escalations, and process changes move smoothly across all three groups. You will also own scheduling and coverage, reporting and data analysis, systems and training support, and quality management for your program(s). You thrive on exceeding your client's expectations. You're organized, detail-oriented, and comfortable being the point person for multiple stakeholders at once — clients, field teams, and internal departments — without dropping the ball on any of them. You're naturally curious about data: when a report doesn't add up, you dig until you find out why. You're a clear communicator who can translate client priorities into field-level action, and field realities into a polished update for a client or internal leader. You hold yourself accountable for quality, whether that's a client deliverable, a payroll correction, or a coaching conversation with a Team Lead. You're comfortable working across systems and tools, and you don't get flustered when three things need fixing at once. Who You'll Work With • Clients: National CPG brand partners. • Field Operations: Field Managers, Team Leads, and reps. • Internal Leadership: Directors and Partners requiring progress updates and support. • Technology Team: Tickets, survey builds and changes, and troubleshooting. • HR, Recruitment, and Payroll: Hiring, onboarding, employee matters, time verification, rates, and pay.

Requirements

2+ years of experience in client services, account/program management, or field marketing operations, ideally in a retail or CPG environment
Experience managing or supporting a field team
Comfort working across multiple reporting and data platforms; strong attention to detail when reconciling data
Experience coordinating scheduling, coverage, and territory management
Strong analytical and organizational skills
Highly effective verbal and written communication skills, including preparing client-facing updates and summaries
You believe in winning
You bring passion and innovative thinking that will deliver results
You believe that the words ‘work’ and ‘fun’ belong in the same sentence
Detail-oriented and organized
Solutions-oriented
Intellectually curious
Self-motivated
Receptive
Assertive
Driven
Continuously challenging yourself
Having business maturity, professional

Nice To Haves

Experience supporting payroll, timekeeping, or HR administrative processes is an asset

Responsibilities

Serve as the primary connection between clients, internal teams, and the field leadership team
Manage client expectations, meetings, field visits, escalations, and follow-ups
Share program updates and executive summaries with client contacts
Update and maintain reports based on each client's requirements
Manage the field team alongside Field Managers and Team Leads
Proactively assess the team's concerns and build processes that support both internal and client expectations
Communicate updates, client priorities, and process changes to the team
Monitor performance, coach employees, address issues, and recognize achievements
Assign stores based on geography and client targets
Monitor weekly and monthly completion
Resolve missed visits, suppressions, store-list errors, and territory gaps
Reconcile data across internal reporting platforms
Analyze coverage and quality results
Review reports and investigate data discrepancies
Manage training courses and materials on the learning management system
Manage documents and playlists in the document management system
Troubleshoot access, syncing, missing surveys, uploads, and reporting issues
Work with the technology team on system updates and improvements
Review calls, submitted hours, and investigate discrepancies
Coordinate corrections with IT and HR
Identify recurring errors, maintain an issue log, and coordinate corrective action
Reinforce quality standards through coaching, training, and field observations