Head of Client Services
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HEAD OF CLIENT SERVICES DIGITAL MARKETING AGENCY
Location: Toronto, Canada
Work format: Hybrid, 3 office days, non-negotiable.
Employment: Full-time
ABOUT THE COMPANY
Our client is a fully integrated performance marketing agency combining SEO, Paid Media, Creative, Brand Strategy, Web Development, CRO, and Data Analytics under one roof. The agency partners with small and mid-sized businesses across multiple industries, helping clients grow through long-term digital marketing strategies and measurable business outcomes. As the company continues to scale, they are building a dedicated Client Services function and are looking for an experienced leader to shape it from the ground up.
ABOUT THE ROLE
This is a strategic, hands-on leadership role responsible for building and leading the agency’s Client Services function. Rather than inheriting a mature department, you will establish the processes, standards, and operating model that will define how the company manages and grows long-term client relationships. You’ll work closely with the CEO and cross-functional teams to improve client retention, identify growth opportunities, and create a scalable client experience.
KEY RESPONSIBILITIES
- Build and improve the overall Client Services function.
- Develop scalable account management processes and best practices.
- Establish service standards, client communication frameworks, and operational workflows.
- Lead, mentor, and support the Account Management team.
- Own client retention and long-term relationship management.
- Identify opportunities for account expansion and additional services.
- Partner closely with Sales to ensure smooth client onboarding and long-term success.
- Collaborate with SEO, Paid Media, Creative, Web Development, Analytics, and Strategy teams to deliver outstanding client outcomes.
- Monitor account health, client satisfaction, retention metrics, and commercial performance.
- Help create a client-centric culture across the organization.
TEAM STRUCTUR
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