Client Service/program Manager

As a full-service retail experience company and human-centred design practice, we are driven by a passion for creating engaging experiences that deliver on client business objectives and which meet end-customer needs. We believe that every employee who joins Avida can help us achieve our vision of Better Shopping Experiences For All.

**Why you'll love working at Avida**:
**As an Employer, we strive to ensure every employee has a great experience while working for us. We offer lots of opportunities for growth and professional development as well as a compelling benefits and total rewards program. Avida offers the following to all team members**:

- _Professional development program; Comprehensive health and dental benefits; Wellness spending account; Free snacks and beverages; Free parking; Close to Public Transit; December holidays office closure; Summer Fridays; Monthly catered team lunches; Flex schedules; Hybrid remote/in-office; Career development planning; Dog-friendly office; Cellphone reimbursement; Paid time off to volunteer; Special Project assignments; Employee Assistance Program; Annual service recognition awards; Recruitment referral bonus; Promote from within; Employee discounts_
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**Role Overview**:
Reporting to the Senior Director of Programs, lead the planning, deployment, and ongoing management of client retail experience programs. Form the bridge between clients and internal teams to deliver exceptional service and results to clients.

**Key Responsibilities**:
**Program Ownership**
- Work with Leadership Team to execute the program's strategic vision, goals, and objectives, linking the various work streams and internal teams.
- Participate in and contribute to program design strategy, led by the Experience Design Strategist.
- Take accountability of programs by thinking critically and strategically in regard to overall strategy, content strategy, program growth, and client engagement.
- Anticipate areas of risk, develop mitigation strategies, and provide solutions to Senior Director/ Leadership Team.
- Proactively monitor, measure, and report against program objectives, and make recommendations to client and internal project teams on program optimization.
- Be able to speak to Avida’s offerings and understand how they can provide solutions for client business objectives.

**Account/Client Relationship Management**
- Serve as the client’s main point of contact, on both a strategic and tactical basis, for matters related to program/project management and strategy
- Work to build trust-based relationships with clients and regularly engage with clients to uncover organic growth opportunities for each account.
- Plan and lead client meetings, develop presentations and other documents as required, prepare and update regular status reports.
- Balance client interests with internal recommendations and priorities, and make prioritization recommendations, while customizing and reinforcing Avida's processes.
- Engage the client to uncover ways to provide further value through strategic discussions related to program organic growth (additional scopes of work), client retention (contract renewal), and overall program success

**Project Management**
- Act as point of contact for project team members and external stakeholders.
- Manage projects from start to completion, delivering on-time and in-scope, including monitoring and controlling timelines and deliverables, maintaining accurate and up-to-date records of all activities, and identifying and managing when projects are at risk.
- Lead all processes related to a program, including monthly business reviews, invoicing, timeline management, team management, and overall workflow, while ensuring collaboration with internal teams.

**Content Management**
- Manage creative content development and production projects based on client requests, and collaborate with partner agencies to deliver on creative campaign requirements.
- Create content playlists, and upload and schedule content in the Content Management System (CMS); audit playlists for accuracy.
- Create and update content trackers, and initiate discussions with Strategists to continually review and advance the content strategy, where applicable.

**Other/Admin**
- Confirm client monthly billing with Finance, and ensure all billing is accurate and up to date.
- Review and proofread client deliverables prior to sending and ensure all details of client requests have been accounted for.
- Work closely with the technical support team to proactively flag and assist in troubleshooting technical issues.
- Perform other role-related responsibilities as assigned by Leadership.
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**About you**:

- 4-5 years work experience with focus on account/client management (agency experience preferred) and project management; experience in marketing/advertising and/or retail preferred
- Bachelor's Degree (preferred)
- Solution-oriented problem-solving and critical