Client Services Manager, Retail Programs - Bilingual (English/French), Staples Promotional Products

Staples Inc.•Montreal, QC

11d

About The Position

Staples Promotional Products, a division of Staples, is a national leader in the promotional products industry. They help customers build love for their brands with customized merchandise solutions. As an Client Services Manager – Retail Programs, you will be responsible for managing and growing a portfolio of customer online eCommerce stores and physical retail boutique locations that sell branded merchandise. You will design, recommend, and oversee the execution of online solutions and customer service tools, while leading a team of associates to deliver exceptional internal and external customer experiences. In this role, you are accountable for revenue, margin, inventory performance, and the successful execution of both online programs and in-person retail operations across Canada.

Requirements

Bilingual fluency in English and French.
A strong people leader with the ability to hire, coach, train, and develop high-performing teams.
A results-driven mindset with a passion for meeting and exceeding business goals.
Excellent problem-solving skills and the ability to drive change and innovation.
Strong communication skills that align internal teams and external partners.
High attention to detail with the understanding that details drive successful execution.
A collaborative and customer-focused approach to work.
Aptitude for project management and managing multiple priorities simultaneously.
Bachelor’s degree or equivalent work experience preferred.
5+ years of experience in a selling, marketing, or operational role.
2+ years of people management experience.
Proficiency with PC tools, including Word, Excel, and PowerPoint.
Willingness to travel as required.

Nice To Haves

Account management experience.
Experience overseeing or managing complex projects.
Merchandising experience, particularly within retail environments.
Experience managing both online eCommerce programs and physical retail operations.
Proven customer relationship management experience.
Strong organizational, communication, and problem-solving skills.

Responsibilities

Own the success of a $4–8M book of online program business, driving year-over-year growth and profitability.
Lead and manage operations for multiple SPP retail boutique locations, including staffing, training, scheduling, associate performance, and retention.
Partner with Sales to develop and execute account strategies, including business plans, client calendars, inventory strategies, and marketing initiatives.
Act as the primary client contact for assigned programs, building strong, trusted relationships.
Ensure programs meet launch dates, margin targets, SKU counts, and budget expectations.
Manage inventory, purchasing, and merchandising strategies across both online stores and retail boutiques.
Oversee project management activities, ensuring timelines, deliverables, and internal coordination are met.
Forecast sales, manage store expense budgets, and produce sales and merchandise reporting.
Lead, coach, and develop a team of Account Services and Retail associates, fostering a culture of collaboration, accountability, and continuous improvement.
Travel as required to support client meetings, site sales, supplier visits, and retail locations.