The Opportunity: CLIENT MANAGER
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.
Position Summary:
The Client Manager is the strategic day-to-day partner for an assigned portfolio of clients with Encore. This individual contributor builds trusted relationships, understands each client's business deeply, and converts business priorities and field results into recommendations that improve performance and create value.
The role owns the client promise – the what, why, and intended business outcome – and works with core operations and internal partners to ensure priorities are clearly defined, measurable, commercially sound, and ready for field execution. The Client Manager does not directly manage field employees or field leaders. The Client Manager reports directly to the Director of Client Services and works on a collaborative team.
What Success Looks Like:
- Clients view the Client Manager as a trusted advisor who understands their business and brings forward ideas proactively.
- Reporting is translated into clear insights, implications, and recommended actions rather than presented as data alone.
- Client priorities are well scoped, measurable, commercially sound, and communicated clearly to core operations.
- Account risks are identified early and resolved through strong judgment, collaboration, and timely communication.
- Organic growth opportunities are identified and advanced based on genuine client needs and Encore capabilities.
- Client satisfaction, retention, KPI performance, budget accuracy, and delivery quality remain strong.
What You'll Do:
Client Engagement & Strategy
- Serve as the primary day-to-day contact, build relationships across functions and levels, and develop a deep understanding of each client's strategy, brands, customers, priorities, and challenges.
- Lead client meetings, business reviews, and planning sessions; anticipate needs, challenge assumptions constructively, and bring a clear point of view supported by evidence and business judgment.
Insights, Reporting & Recommendations
- Own the accuracy, relevance, and client-ready narrative of reporting; interpret dashboards, field activity, sales information, execution results, and financial data to identify drivers, risks, and opportunities.
- Present concise executive-ready stories that explain what happened, why it matters, what Encore recommends, and what decision or action is required.
Program Planning & Governance
- Translate client objectives into clear priorities, briefs, success measures, timelines, and reporting requirements for launches, seasonal initiatives, and special projects.
- Maintain client calendars, action logs, decisions, budgets, and commitments; monitor performance and escalate material risks with practical options and recommendations.
Cross-Functional Leadership
- Partner with other core operations to validate feasibility, capacity, sequencing, and execution approach before making client commitments; provide client and product context while Operations owns field deployment and people leadership.
- Bring together Information Services, Finance, Operations, and other specialists to solve client challenges, improve reporting and processes, and deliver a consistent client experience.
Organic Growth & Commercial Stewardship
- Identify unmet needs and maintain a qualified pipeline of opportunities to expand, improve, or add services within existing client relationships.
- Understand scope, pricing, budgets, forecasts, and service commitments; support business cases, proposals, change requests, renewals, and annual planning.
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, it's important that you know what 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:
- Authentic
- Solutions-oriented
- Accountable
- Intellectually curious
- Self-motivated
- Receptive
- Assertive
- Driven
- Continuously challenging yourself
- Having business maturity, professional
Capabilities & Working Style:
- Client curiosity and relationship depth
- Critical thinking and sound business judgment
- Analytical thinking and insight-led storytelling
- Commercial acumen and an organic growth mindset
- Executive presence and confident communication
- Influence, collaboration, and cross-functional leadership
- Ownership, organization, adaptability, and consistent follow-through
Your Experience:
- Seven or more years of progressive client service, account management, sales strategy, or related CPG and retail experience.
- Demonstrated success managing complex client relationships and influencing senior stakeholders without direct authority.
- Strong knowledge of Canadian retail, consumer packaged goods, field sales, merchandising, or outsourced sales services.
- Proven ability to analyze performance data and turn it into insights, recommendations, and compelling presentations.
- Commercial experience with budgets, forecasts, scope, proposals, and organic account growth.
- Advanced written, verbal, facilitation, and executive presentation skills.
- Strong proficiency with Excel and PowerPoint; experience with Power BI, CRM platforms, or field reporting systems is an asset.
- Post-secondary education in business, marketing, analytics, or a related discipline, or equivalent practical experience.
Working Conditions:
- Hybrid role with regular presence at Encore's Head Office and client offices as business needs require.
- Travel within Canada may be required for client meetings, market visits, and business reviews.
- Flexibility outside standard business hours may occasionally be required for urgent client matters or time-sensitive initiatives.
- Compensation: $87,000-$92,000/year
ial selling, customer relationships, trade management and disciplined execution, we would like to hear from you.