Sr. Lead, Client Services

Bond Brand Loyalty•Toronto, ON

3h•CA$84,500 - CA$115,500•Hybrid

About The Position

At Bond Brand Loyalty, we build growth and loyalty for some of the world’s most recognized brands. Behind that work is a team of smart, curious people who care deeply about clients, each other, and building something meaningful together. 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)

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
Can 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