Manager, Client Services

Bond Brand Loyalty • Toronto, ON

6h • CA$93,504 - CA$114,820 • Hybrid

About The Position

The Manager, Client Services, is a strategic, client-facing leader responsible for delivering integrated marketing, CRM, and customer experience solutions for retail clients. This role combines project delivery, strategic consulting, and client relationship management, requiring a highly organized, adaptable professional who can lead cross-functional teams, solve complex business challenges, and drive measurable client outcomes.

Requirements

• Proven experience managing complex marketing, CRM, or CX programs in a client-facing environment
• Experience working with national retailers or within an agency supporting retail clients
• Strong track record in developing strategic solutions based on data and business insights
• Demonstrated experience managing multiple stakeholders, including executive-level clients
• Experience managing budgets, client margins, and resource allocation
• Bachelor’s degree in Marketing, Business, or a related field (or equivalent experience)
• Strategic Thinking & Problem Solving: Ability to diagnose challenges and develop innovative, data-driven solutions
• Client Leadership: Strong client-first mindset with the ability to build trust and long-term partnerships
• Project Management Excellence: Highly organized with the ability to manage multiple programs simultaneously
• Communication: Exceptional verbal and written communication skills across all levels of the organization
• Collaboration & Influence: Proven ability to lead cross-functional teams and align diverse stakeholders
• Financial Acumen: Experience managing project budgets, forecasting, and client profitability
• Adaptability: Thrives in fast-paced environments and remains calm under pressure
• Technical Proficiency: Strong skills in MS Office Suite, especially PowerPoint

Nice To Haves

• Quick learner with a passion for innovation and continuous improvement
• Deeply client-focused and put client success at the center of everything you do
• Experience in marketing, loyalty, and/or customer experience
• Highly organized with exceptional communication skills
• Confidently build relationships across all levels of an organization
• Take full ownership of your work and are driven to deliver excellence (“own it” mindset)
• Inspire and elevate both your team and yourself
• Actively seek feedback, ask questions, and pursue growth opportunities
• Thrive in collaborative, team-oriented environments
• Build meaningful relationships that go beyond day-to-day business
• Act as a strong client advocate and a supportive team leader
• Consistently plan, adapt, and align your work to client objectives

Responsibilities

• Partner with retail clients to understand business challenges and define strategic objectives
• Diagnose problems using data and analytics to inform solution development
• Develop and propose integrated solutions across marketing, CRM, digital, and customer experience (CX)
• Lead the development of proposals, statements of work (SOWs), and program plans
• Manage end-to-end delivery of marketing programs, ensuring projects are completed on time, within scope, and to quality standards
• Act as the primary liaison between clients and internal teams (digital, analytics, IT operations, consulting, brand engagement)
• Allocate and optimize resources across functions to meet program and operational needs
• Own project financials, including budget management and client margin accountability
• Serve as the primary point of contact for client stakeholders, maintaining strong and trusted relationships
• Facilitate quarterly business reviews (QBRs) and strategic client meetings
• Manage stakeholder expectations and ensure alignment on goals, deliverables, and outcomes
• Drive cross-functional collaboration to resolve challenges and ensure program success
• Oversee campaign execution lifecycle, including planning, implementation, measurement, and continuous improvement
• Ensure high levels of client satisfaction and effective backlog execution

Benefits

• A hybrid work model and flexible vacation offers agility to meet the needs of our global business and workforce, allowing us to inspire the best from our people.
• Social events like F1rst Thursdays, Kick-Off gatherings, and holiday parties make it easy to build relationships and have fun.
• Competitive healthcare and wellness benefits that care for both body and mind including Medical, Dental, Vision, Health Care Spending Account, Employee Assistance Program, access to 24/7 virtual healthcare and/or consultation services for you and your family — all available from your first day.
• Retirement planning assistance with company matching.
• Access to learning programs, mentorship, stretch projects, and internal mobility to keep you moving forward.
• Recognition programs for individual and team achievements, peer-nominated awards, and service anniversaries.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager