RDEL Group is seeking a Vice President of Client Services to lead, grow, and support our client portfolio across our group of companies, which includes: RDEL (AI consulting), Craft&Crew (web production), Media Propulsion Laboratory (media), FSI (technology), and Simple Story (video). This is a pivotal senior leadership role designed for a high-impact builder capable of supporting category leaders, globally-focused brands, and mission-driven organizations.

Reporting directly to the CEO, you will bridge the gap between business development and delivery. You will own the long-term commercial health and satisfaction of the RDEL client base. You are expected to be a "player" who executes high-level account strategy immediately, and a "coach" who builds the systems and team for the future.

Primary Mandate & Success Metrics

You will be directly accountable for the following performance pillars:

• Client Growth & Expansion: Meeting specific revenue targets through structured account development.

• Cross-Selling: Achieving targets for service line penetration (e.g., moving a web client into the AI consulting or performance marketing divisions).

• Client Satisfaction (CSAT/NPS): Owning the performance and improvement of our client satisfaction scores.
  Retention: Protecting recurring revenue and minimizing churn through proactive risk management.

Key Responsibilities

Practice Leadership & Team Evolution

• Act as the primary senior lead for the client services function, establishing the "operating system" for how RDEL manages and grows accounts.

• Collaborate with the Delivery Director to ensure a seamless handoff between project execution and long-term account health.

• Develop the roadmap and hiring plan for future account management roles as the portfolio scales.

Strategic Account Growth

• Develop and maintain formal account plans for key clients, identifying roadmap opportunities and quarterly growth strategies.

• Lead the "diagnose, scope, value, close" motion for existing clients to expand their engagement with RDEL.

• Lead Quarterly Business Reviews (QBRs) to demonstrate value, report on outcomes, and present forward-looking recommendations.

Commercial Management & Discovery Support

• Partner with the business development team during the final stages of the sales process to lead discovery and scoping for complex, multi-stakeholder deals.

• Own the renewal process and retainer expansions, ensuring all contracts are commercially sound and protect agency margins.

• Maintain accurate account forecasting, including near-term pipeline and expansion opportunities within the existing base.

Relationship Governance & Advocacy

• Establish stable, executive-level relationships with senior stakeholders across the portfolio.

• Act as the ultimate internal advocate for the client while maintaining the discipline to protect agency scope and resourcing.

• Serve as the senior escalation point to resolve client issues calmly and professionally.

Experience & Qualifications

• 8 to 12+ years of progressive experience in client leadership or revenue roles within an agency or professional services firm.

• Proven Growth Track Record: Demonstrated ability to hit expansion and cross-sell targets across diverse service lines (AI, Web, SEO, Paid Media, Video).

• Builder Mindset: Experience creating processes and workflows from scratch in a smaller company environment where pace and accountability matter.

• Commercial Acumen: Strong ability to lead conversations regarding scope, budget, and value-based pricing.

• Location: Candidates must be located in Canada, ideally in Ottawa or the Greater Toronto Area (GTA).

Traits for Success

• High Ownership: You take personal pride in the health of your portfolio and never leave a client question unanswered.
• Structured Operator: You prefer repeatable systems over "one-off heroics".
• Direct Communicator: You can challenge a client’s assumptions or coach a team member with clarity and empathy.