Director of Client Services

6 months ago

Ottawa, Canada Pointer Creative Inc. Full time

**Director of Client Services**

Driven by a sole purpose, our team consistently crafts captivating e-commerce experiences for our clients. We are creative thinkers with a sharp eye for detail, and our developers excel in innovative solutions. Fueled by curiosity and plenty of coffee, we are committed to our craft with unparalleled dedication.

**Summary**

The Director of Client Services at Pointer plays a crucial leadership role, responsible for nurturing and expanding relationships across various industries. Reporting directly to the President, this position involves overseeing and mentoring the Client Services team, including Account Managers, Account Strategists, and Project Managers.

The role involves ensuring the prompt and thorough delivery of our completed projects, aligning clients' expectations with deliverables from the design and development teams. Maintaining a deep understanding of the progress and challenges of multiple projects, including retainer-based work, is essential.

As a key stakeholder in the company's leadership, the Director of Client Services actively seeks efficiencies in our operations to enhance overall company profitability and drive project success.

**Responsibilities**

**Client Account Responsibilities**
- Motivate, mentor, and empower the Accounts team for autonomy in client relationships.
- Assist in prioritizing projects and clients.
- Lead communication with clients to ensure regular collaboration among Pointer teams.
- Collaborate with business development and project management to establish project budgets and timelines
- Remain consistently available as a solutions-oriented problem solver.
- Oversee the client experience from first engagement to retainer relationships.
- Resolve client escalations.
- Collaborate with the Client Solutions team to build initial communications strategy for new clients and manage introduction to the larger team at kickoff.
- Manage internal client assignments and resourcing, ensuring each accounts team member maintains a high level of attention to their client roster
- Develop, distribute, and compile client satisfaction survey results periodically.
- Facilitate monthly team meetings, 1:1’s, and professional development opportunities.

**Project Management Responsibilities**
- Support the Senior Project Manager in facilitating the PM function across all teams.
- Learn, understand, and add efficiencies to the PM process.
- Own the overall responsibility for successfully concluding projects on time and within budget.
- Develop, monitor and report on PM-specific KPIs.
- Provide guidance and oversee professional development of the PM team.

**Leadership Team Responsibilities**
- Join the Pointer Leadership team with Directors of Ops, Client Solutions, Experience, Technology, and the President.
- Oversee client relationships in line with company values of Communication, Accountability, Creativity, and Confidence.
- Communicate HR and project-related risks and opportunities within the Client Services team.
- Actively participate in weekly leadership team meetings for process refinement.
- Contribute to and practice thought leadership around agency best practices.
- Ensure financial and time utilization goals set by the leadership team are met.
- Maintain flexible working hours for urgent client matters.
- Administer performance reviews and 1:1’s to measure KPIs and set short and long-term objectives for team development.
- Lead a weekly kickoff meeting with the entire company (responsibility rotates through the leadership team).

**Essential Knowledge, Skills and Experience**
- 5+ years experience in a senior or leadership role at a digital agency, focusing on client services and project management.
- Possess exceptional written and oral communication skills
- Demonstrate fantastic organizational skills, with the ability to switch focus swiftly between projects.
- Have a genuine passion for creative interpersonal problem-solving and relationship building.
- Strong understanding of web design and development service procurement
- Ability to work under pressure and take ownership of the entire client relationship.
- Experience managing and growing an autonomous client services team, including building individual performance and career growth plans
- A keenness and enthusiasm for ongoing process dissection and refinement
- Pursue continuous Professional Development focused on Account and Project Management
- Shopify knowledge is an asset.

**Why Work Here?**

Join our award-winning, dynamic, and expanding agency founded on robust values, emphasizing collaboration, creativity, and the customer experience. We are dedicated to fostering an inclusive team and are actively seeking individuals from non-binary, BIPOC, and LGBTQ+ communities. Regardless of your identity or background, if you align with our values, we encourage you to reach out

Our objective is to facilitate a flexible work-life balance, offering fully remote and hybrid options

  • Deputy Director of Public Prosecutions

    2 months ago

    Ottawa, Canada Office of the Director of Public Prosecutions Full time

    **Portfolio**: - Justice**Organization**: - Office of the Director of Public Prosecutions**Position title**: - Deputy Director of Public Prosecutions**Type**: - Full-time**Salary range**: - $207,206.00 - $252,683.00/Year**Location**: - Ottawa, Ontario**Application Review Date**: - November 8, 2024**Opportunity number**: - J1024-0643The Office of the...

  • Assistant Director, Youth Justice Services

    6 days ago

    Ottawa, Canada Youth Services Bureau of Ottawa Full time

    **Location**: Ottawa, Ontario **Reports to**: Director, Youth Justice Services **Employment Status**: Full-Time Permanent **Bargaining Unit Status**: Excluded **Annual Salary**:$89,377.60 - $107,452.80 **Language requirements**: English is essential; French is considered an asset **Schedule**:40 hours per week, Monday to Friday, some evenings and...

  • Director, Protection Services

    3 months ago

    Ottawa, Canada University of Ottawa Full time

    **Job Type**: Employee **Duration in Months** **(for fixed-term jobs): N/A **Job Family**: Security, Protection and Transportation **# of Open Positions**: 1 **Faculty/Service - Department**: Office of the Chief Risk Officer **Campus**: Main Campus **Union Affiliation**: N/A **Date Posted**: September 19, 2024 **Closing Date**: October 19,...

  • Manager, Client Services

    6 months ago

    Ottawa, Canada Senate of Canada Full time

    About the Senate The Senate plays a unique role in shaping our country’s democracy. As members of the upper house of Parliament, senators examine legislation, study public policy, champion causes and conduct interparliamentary diplomacy. As a workplace, the Senate is composed of dynamic people representing our nation’s diverse talents, backgrounds and...

  • Bilingual Manager, Orleans Service Centre

    2 months ago

    Ottawa, Canada Youth Services Bureau of Ottawa Full time

    **Location**: Ottawa, Ontario **Reports to**: Assistant Director, Employment Services **Employment Status**: Full time Permanent **Bargaining Unit Status**: Excluded **Annual Salary**:$81,598.40- $98,092.80 **Language requirements**: English and French is essential **Bona Fide occupational requirement (BFOR)**:N/A **Schedule**:Monday to Friday, 40...

  • Regional Director

    2 months ago

    Ottawa, Canada Castle Health Services Full time

    **Castle Health Services **is seeking a **Regional Director **to lead and expand our growing team located in Ottawa, Ontario. The **Regional** **Director** is responsible for overseeing the operational, financial, and administrative functions of Castle Health Services, home care and staffing, ensuring it meets corporate objectives, regulatory compliance,...

  • Director, Internal Audit

    2 months ago

    Ottawa, Canada Bank of Canada Full time

    **Director, Internal Audit - IT Services and Corporate Services** **Take a central role** The Bank of Canada has a vision to be a leading central bank—dynamic, engaged and trusted—committed to a better Canada. No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in an organization with...

  • Senior West Provinces Director of Client Service and Accreditation

    3 weeks ago

    Ottawa, Ontario, Canada Accreditation Canada International Full time

    Accreditation Canada International is seeking a Senior West Provinces Director of Client Service and Accreditation to lead our efforts in the delivery of exceptional client service and accreditation solutions.About the RoleWe are committed to empowering healthcare systems to deliver high-quality care, and we need a talented leader to drive this mission...

  • Regional Director

    3 weeks ago

    Ottawa, Canada Castle Health Services Full time

    Castle Health Services is seeking a Regional Director to lead and expand our growing team located in Ottawa, Ontario.The Regional Director is responsible for overseeing the operational, financial, and administrative functions of Castle Health Services, home care and staffing , ensuring it meets corporate objectives, regulatory compliance, and financial...

  • Regional Director

    3 weeks ago

    Ottawa, Canada Castle Health Services Full time

    Castle Health Services is seeking a Regional Director to lead and expand our growing team located in Ottawa, Ontario.The Regional Director is responsible for overseeing the operational, financial, and administrative functions of Castle Health Services, home care and staffing , ensuring it meets corporate objectives, regulatory compliance, and financial...

  • Cook, Youth Justice Services

    3 months ago

    Ottawa, Canada Youth Services Bureau of Ottawa Full time

    **Location**: Ottawa, Ontario **Reports to**: Director, Youth Justice Services **Employment Status**: Casual Part Time **Bargaining Unit Status**: Included **Hourly Wage**:$19.90 - $24.01 **Language requirements**: English is essential; French is considered an asset **Bona Fide Occupational Requirement (BFOR)**:N/A **Schedule**:Casual (weekdays,...

  • Director, Clinical Services

    6 months ago

    Ottawa, Canada Ottawa Salus Full time

    **Leadership Opportunity at Salus** **Director, Clinical Services** (full-time permanent) **ABOUT SALUS** Salus offers a range of supportive housing options for adults with serious mental illness and concurrent challenges including addictions, homelessness and cycles of hospitalization. We have been an unwavering champion for people with mental illness...

  • Client Services Coordinator

    3 months ago

    Ottawa, Canada Access Healthcare Services Inc. Full time

    POSITION TITLE Client Services Coordinator POSITION PROFILE The Client Services Coordinator is responsible for scheduling field staff according to client care needs. They will coordinate communication between multiple stakeholders including field staff, clients, client families, service providers, and Home and Community Care Support Services. The Client...

  • Client Services Coordinator

    6 months ago

    Ottawa, Canada Carefor Health & Community Services Full time

    Job Position: CSC - Part - Time ( every second weekend) Reporting to: Supervisor, CSC Location: Ottawa Job Group: Unionized (CUPE) The Client Services Coordinator works as part of a team to implement Carefor’s approved or prescribed processes to ensure every client visit is properly scheduled, every service provider’s caseload is properly assigned,...

  • Client Services Coordinator

    3 months ago

    Ottawa, Canada Carefor Health & Community Services Full time

    **Job Summary** **Responsibilities**: - Serve as the main liaison between clients and internal teams to ensure seamless communication and service delivery. - Analyze client needs and provide tailored solutions to enhance their experience with our products. - Manage multiple projects simultaneously, ensuring timely completion and adherence to client...

  • Client Services Coordinator

    6 months ago

    Ottawa, Canada Carefor Health & Community Services Full time

    Job Position: CSC - Full Time Reporting to: Supervisor, CSC Location: Ottawa Job Group: Unionized (CUPE) The Client Services Coordinator works as part of a team to implement Carefor’s approved or prescribed processes to ensure every client visit is properly scheduled, every service provider’s caseload is properly assigned, and client expectations are...

  • Client Services Coordinator

    6 months ago

    Ottawa, Canada Carefor Health & Community Services Full time

    Job Position: CSC - Full Time Reporting to: Supervisor, CSC Location: Ottawa Job Group: Unionized (CUPE) The Client Services Coordinator works as part of a team to implement Carefor’s approved or prescribed processes to ensure every client visit is properly scheduled, every service provider’s caseload is properly assigned, and client expectations are...

  • Client Services Coordinator

    6 months ago

    Ottawa, Canada Carefor Health & Community Services Full time

    Job Position: CSC Reporting to: Supervisor, CSC Location: Ottawa Job Group: Unionized (CUPE) The Client Services Coordinator works as part of a team to implement Carefor’s approved or prescribed processes to ensure every client visit is properly scheduled, every service provider’s caseload is properly assigned, and client expectations are met. The...

  • Client Service Expert

    3 weeks ago

    Ottawa, Ontario, Canada House of Commons of Canada Chambre des communes du Canada Full time

    About the House of Commons AdministrationWe value diversity in all its forms and recognize that everyone has valuable contributions to make and the potential for individual growth.Job OverviewThis is an exciting opportunity to join our Client Care Team within the Parliamentary Precinct Operations as a Client Service Advisor. In this role, you will be...

  • Client Service Coordinator

    3 months ago

    Ottawa, Canada Anglican Diocese of Ottawa Full time

    Client Service Coordinator - Westboro Region Food Bank The Westboro Region Food Bank, operating out of All Saints Anglican Church in the heart of Ottawa, is seeking a dedicated and organized Client Service Coordinator to join our team. We are committed to supporting our community by providing essential services, and we are looking for someone who shares our...