Client Manager - Future Opportunity

Job summary

The Client Manager serves as the primary point of contact between national CPG clients, internal support teams, and field operations to ensure program success. Responsibilities include managing client expectations, overseeing field team performance, handling scheduling, and performing data analysis to ensure accurate reporting.

Job details

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: CLIENT MANAGEMENT • 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 FIELD-TEAM MANAGEMENT • 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 SCHEDULING AND COVERAGE • Assign stores based on geography and client targets • Monitor weekly and monthly completion • Resolve missed visits, suppressions, store-list errors, and territory gaps REPORTING AND DATA ANALYSIS • Reconcile data across internal reporting platforms • Analyze coverage and quality results • Review reports and investigate data discrepancies TRAINING AND SYSTEMS SUPPORT • 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 PAYROLL AND ADMINISTRATION • Review calls, submitted hours, and investigate discrepancies • Coordinate corrections with IT and HR QUALITY MANAGEMENT AND RESOLUTION • Identify recurring errors, maintain an issue log, and coordinate corrective action • Reinforce quality standards through coaching, training, and field observations Your Experience: 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

What you’ll do

The Client Manager serves as the primary point of contact between national CPG clients, internal support teams, and field operations to ensure program success. Responsibilities include managing client expectations, overseeing field team performance, handling scheduling, and performing data analysis to ensure accurate reporting.

Requirements

Candidates must have at least 2 years of experience in client services, account management, or field marketing operations, preferably within a retail or CPG environment. Strong analytical skills, proficiency in data platforms, and the ability to manage multiple stakeholders are essential for this role.

Listed skills

• Problem solving · Preferred
• Data analysis · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Client management
• Account management
• Field marketing operations
• Data analysis
• Reporting
• Scheduling
• Territory management
• Team leadership
• Coaching
• Communication
• Problem solving
• Payroll administration
• Quality management
• Detail-oriented
• Organizational skills
• Systems support
• Sales Territory Management
• Employee Coaching
• Internal Reporting
• Intellectual Curiosity
• Organizational Skills
• Curiosity
• Solution-Oriented
• Expectation Management
• Self-Motivation
• Data Analysis
• Assertiveness
• Building Codes
• Management
• Client Services
• Learning Management Systems
• Document Management Systems
• Preparing Executive Summaries
• Field Marketing
• Sales
• Leadership
• Innovation
• Employee Onboarding
• Operations
• Program Management
• Quality Management
• Team Leadership
• Team Management
• Troubleshooting (Problem Solving)
• Coordinating
• Detail Oriented

Job areas

• Management & Leadership
• Sales
• Customer Service & Support
• Data & Analytics
• Retail
• Client Manager
• Account Manager (General)
• Commercial Sales Representatives
• Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products