Client Services Manager Jobs in Quebec (NOW HIRING)

Future Opportunity | Full-Time

What Encore's All About:

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.

The Opportunity:

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.

Position Summary:

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).

The Perfect Person For the Role: 

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.

What you'll be Doing Every Day: 

      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

In addition to everything outlined in "The Perfect Person for the Role,"

      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

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

The RIGHT Candidate:

At Encore, we feel that no matter your background, what's most important to your success and ours is the way you interact with others. Don't get us wrong, if you have the right experience and skills, that's great. So, if you're thinking about working with Encore on this contract, it's important that you know we'll expect from you:

      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

You can be described as:

      Detail-oriented and organized

      Solutions-oriented

      Intellectually curious

      Self-motivated

      Receptive

      Assertive

      Driven

      Continuously challenging yourself

      Having business maturity, professional

Working Conditions:

       Full-time

      The expectation will be that you are working out of your home office

      The goal is to also to have the ability to work from client offices in Montreal or the GTA as needed

      Travel to other regions of Canada as required