Position Title: Senior Client Manager
Department: Client Services/Operations
Location: Remote – Home office based (Ontario preferred)
Reports To: General Manager
Type: Full Time
Salary: $85k - $95k plus bonus structure and incentives
Position Summary
The Client Manager plays a critical role in driving client success, business growth, and operational excellence within Hive Retail Solutions. This position is responsible for managing key client relationships, developing strategic programs, building budgets and proposals, tracking performance against KPIs, and ensuring flawless execution in-market.
The ideal candidate is highly relationship-focused, innovative, and thrives in both strategic planning and field execution. This individual acts as a trusted advisor to clients while collaborating cross-functionally to deliver best-in-class merchandising and retail solutions.
Key Responsibilities
Client Relationship Management
Serve as the primary point of contact for assigned client accounts, building strong, trusted partnerships.
Lead regular client communications, business reviews, and strategic planning discussions.
Understand client objectives, challenges, and growth opportunities to proactively recommend solutions.
Ensure exceptional client satisfaction through consistent communication, responsiveness, and flawless execution.
Budget Development & Proposal Creation
Build and manage program budgets to ensure profitability and alignment with client expectations.
Develop compelling client proposals, presentations, and strategic recommendations.
Support contract renewals, pricing discussions, and program expansions.
Evaluate program feasibility, resource requirements, and return on investment.
KPI Tracking & Performance Management
Establish and monitor key performance indicators (KPIs) to measure program success.
Analyze field execution, sales performance, and operational metrics to identify trends and opportunities.
Build strategic action plans to improve results and optimize performance.
Provide insights and recommendations based on data analysis and market intelligence.
Reporting & Program Analysis
Deliver weekly, monthly, and final program reporting to clients with actionable insights and recommendations.
Translate data into clear business narratives that demonstrate program impact and ROI.
Ensure reporting is accurate, timely, and aligned with client expectations.
Present program performance updates to internal leadership and external stakeholders.
Business Development & Growth
Identify opportunities to expand existing business and sell in new programs and services.
Support new business development through proposal creation, presentations, and client pitches.
Build strong relationships with prospective and existing clients to drive long-term growth.
Stay informed on retail trends, merchandising innovation, and competitive activity.
Field Leadership & Client Engagement
Spend time in-market with clients, visiting retail locations to assess execution and identify opportunities.
Conduct store visits to validate performance, understand retailer environments, and strengthen client relationships.
Partner with field teams to ensure programs are executed at a best-in-class level.
Function as the voice of the client internally while championing field realities and opportunities.
Strategic Planning & Innovation
Develop innovative go-to-market plans to support brand growth and retail success.
Build strategic merchandising and activation plans that align with client objectives.
Recommend innovative ideas, technologies, and operational improvements to enhance performance.
Continuously seek opportunities to elevate service delivery and create competitive advantages.
Qualifications & Experience
3–7+ years of experience in client management, account management, merchandising, CPG, retail marketing, or agency environments.
Proven experience building budgets, proposals, and client presentations.
Strong understanding of retail merchandising, field execution, and KPI management.
Experience managing multiple projects and clients simultaneously.
Demonstrated success in business development and growing client partnerships.
Strong analytical and critical thinking skills with the ability to turn data into actionable insights.
Comfortable working both strategically and hands-on in the field.
Skills & Competencies
Exceptional relationship-building and communication skills
Strong business acumen and commercial mindset
Strategic thinking and innovative problem-solving
Advanced presentation and reporting capabilities
Budgeting and financial management experience
Strong organizational and project management skills
Ability to influence stakeholders and manage competing priorities.
Results-oriented with a passion for delivering best-in-class execution.
