Sr. Lead, Client Services

At Bond Brand Loyalty, we build growth and loyalty for some of the world’s most recognized brands. Behind that work is a team of smart, curious people who care deeply about clients, each other, and building something meaningful together.
The Manager, Client Services, is a strategic, client-facing leader responsible for delivering integrated marketing, CRM, and customer experience solutions for retail clients. This role combines project delivery, strategic consulting, and client relationship management, requiring a highly organized, adaptable professional who can lead cross-functional teams, solve complex business challenges, and drive measurable client outcomes.
Job requirements
Required Qualifications

• Proven experience managing complex marketing, CRM, or CX programs in a client-facing environment
• Experience working with national retailers or within an agency supporting retail clients
• Strong track record in developing strategic solutions based on data and business insights
• Demonstrated experience managing multiple stakeholders, including executive-level clients
• Experience managing budgets, client margins, and resource allocation
• Bachelor’s degree in Marketing, Business, or a related field (or equivalent experience)

Key Skills & Competencies

• Strategic Thinking & Problem Solving: Ability to diagnose challenges and develop innovative, data-driven solutions
• Client Leadership: Strong client-first mindset with the ability to build trust and long-term partnerships
• Project Management Excellence: Highly organized with the ability to manage multiple programs simultaneously
• Communication: Exceptional verbal and written communication skills across all levels of the organization
• Collaboration & Influence: Proven ability to lead cross-functional teams and align diverse stakeholders
• Financial Acumen: Experience managing project budgets, forecasting, and client profitability
• Adaptability: Thrives in fast-paced environments and remains calm under pressure
• Technical Proficiency: Strong skills in MS Office Suite, especially PowerPoint

Leadership Profile (What Makes You Successful in This Role)

• You are a quick learner with a passion for innovation and continuous improvement
• You are deeply client-focused and put client success at the center of everything you do
• You bring experience in marketing, loyalty, and/or customer experience
• You are highly organized with exceptional communication skills
• You can confidently build relationships across all levels of an organization
• You take full ownership of your work and are driven to deliver excellence (“own it” mindset)
• You inspire and elevate both your team and yourself
• You actively seek feedback, ask questions, and pursue growth opportunities
• You thrive in collaborative, team-oriented environments
• You build meaningful relationships that go beyond day-to-day business
• You act as a strong client advocate and a supportive team leader
• You consistently plan, adapt, and align your work to client objectives

Work Environment & Culture

• Collaborative, team-oriented culture
• Fast-paced, high-growth environment
• Emphasis on innovation, continuous learning, and professional development
• Strong focus on building meaningful relationships—with clients and within teams

What Success Looks Like

• Delivery of high-quality programs that meet or exceed client expectations
• Strong client satisfaction, retention, and growth
• Effective alignment across stakeholders and teams
• Consistent achievement of financial targets and project outcomes
• Continuous innovation and improvement in client solutions and delivery

Job responsibilities
Key Responsibilities

• Partner with retail clients to understand business challenges and define strategic objectives
• Diagnose problems using data and analytics to inform solution development
• Develop and propose integrated solutions across marketing, CRM, digital, and customer experience (CX)
• Lead the development of proposals, statements of work (SOWs), and program plans
• Manage end-to-end delivery of marketing programs, ensuring projects are completed on time, within scope, and to quality standards
• Act as the primary liaison between clients and internal teams (digital, analytics, IT operations, consulting, brand engagement)
• Allocate and optimize resources across functions to meet program and operational needs
• Own project financials, including budget management and client margin accountability
• Serve as the primary point of contact for client stakeholders, maintaining strong and trusted relationships
• Facilitate quarterly business reviews (QBRs) and strategic client meetings
• Manage stakeholder expectations and ensure alignment on goals, deliverables, and outcomes
• Drive cross-functional collaboration to resolve challenges and ensure program success
• Oversee campaign execution lifecycle, including planning, implementation, measurement, and continuous improvement
• Ensure high levels of client satisfaction and effective backlog execution

Benefits
Compensation: The expected base salary compensation for this role is $84,500.00 to $115,500.00 CAD annually. 
Use of Artificial Intelligence (AI): Bond uses AI tools during parts of the screening, assessment, and selection process, supporting a fair and efficient hiring process.  We welcome applications from all qualified candidates; however, only those selected for an interview will be contacted.  
Vacancy Type: This posting is for a newly created vacancy within Bond. 
The actual base salary compensation will vary depending on local market conditions, geography, and relevant job-related factors such as skills, qualifications, experience, and education/training.  
At Bond, we believe compensation is more than a salary. Our Total Rewards program is designed to help you grow your career, support your well-being and keep you meaningfully connected:  Flexibility: A hybrid work model and flexible vacation offers agility to meet the needs of our global business and workforce, allowing us to inspire the best from our people. 
Moments that matter: Social events like F1rst Thursdays, Kick-Off gatherings, and holiday parties make it easy to build relationships and have fun. 
Health & Wellness support: Competitive healthcare and wellness benefits that care for both body and mind including Medical, Dental, Vision, Health Care Spending Account, Employee Assistance Program, access to 24/7 virtual healthcare and/or consultation services for you and your family — all available from your first day. 
Future-focused: Retirement planning assistance with company matching.  
Career development: Access to learning programs, mentorship, stretch projects, and internal mobility to keep you moving forward. 
Celebrating your impact: Recognition programs for individual and team achievements, peer-nominated awards, and service anniversaries.