Customer Relationship Manager, Corporate Accounts

About Us

The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the sole legal online store for recreational cannabis in Ontario and are the provincial wholesaler of cannabis for private retail stores.

Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry.  We're a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences.  We're an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.  

About the Role

We're looking for a Customer Relationship Manager (CRM), Corporate Accounts, to play a pivotal role in shaping a thriving cannabis retail marketplace. In this role, you'll develop and nurture strategic partnerships with key retail banners, building strong relationships with assigned Corporate Accounts and understanding their unique business needs. Your focus will be on providing tailored support that drives mutual success through collaborative business planning and data-driven solutions that enhance customer satisfaction and operational efficiency. Working cross-functionally with internal teams and stakeholders, you'll translate business needs into actionable strategies and continuously optimize Corporate Account performance across Ontario.

About Your Day

• Serve as the trusted main contact for assigned corporate retail accounts, managing all strategic, operational, and tactical communications.
• Build and maintain strong partner relationships, helping retailers achieve business objectives while navigating OCS systems and support.
• Act as subject matter expert on assigned accounts: stay deeply informed on retailer context, priorities, and challenges.
• Anticipate partner needs, provide proactive solutions, and leverage insights to support both retailer success and OCS priorities.
• Collaborate cross-functionally (CX Strategy, Digital, Customer Service Centre, etc.) to ensure smooth issue resolution and alignment.
• Facilitate seamless onboarding of new retail partners, driving adoption of OCS platforms and resources.
• Provide in-person support to Corporate Accounts, including on-site visits and strategic engagements.
• Travel within Ontario, with a primary focus on the Greater Toronto Area (GTA), to deliver in-store support, attend head office meetings, and participate in strategic initiatives.
• Approximately 10% travel required as part of this role.
• Identify and articulate retailer challenges, market intelligence, and emerging partner priorities to contribute insights to inform OCS offerings, platform evolution, and policy recommendations.
• Translate account data and sales trends into actionable insights, supporting both retailer strategies and OCS initiatives.
• Propose and test new tools, technologies, and account management processes that strengthen retailer partnerships and OCS value creation.
• Support CX leadership by developing monthly strategies and content aligned to retailer and OCS priorities.
• Deliver compelling presentations and reports for external executives and internal stakeholders, communicating insights and recommendations clearly; for example Retail Store Performance, Benchmarking KPI's for Retail Performance such as Inventory on-hand, PPG, and Subcategory Performance. 
• Provide in-office support to foster collaboration and ensure internal alignment with retailer requirements.
• Act as a liaison between internal teams and retail partners to facilitate efficient communication and problem-solving.
• Conduct and present rigorous sales and performance analyses to retail stakeholders and support them in transforming findings into tactical plans.
• Document retailer feedback in established workflows to capture insights to inform broader customer experience strategy decision-making.
• Develop and produce high-quality decks, reports, and dashboards for different audiences (including Retail Senior Leadership, Retail Operation leadership, Retail Merchandising Teams, Franchise Operators and Franchise Leadership, and Store Operations teams for select training).
• Handle ad-hoc retailer data and reporting requests effectively and timely.
• Ensure all activities comply with OCS corporate policies, compliance standards, and OHSA requirements.

About You      

• Post-Secondary education in Business Administration or a related field, or combination of equivalent years of experience  
• 5+ years of experience handling Client/Customer Accounts
• Knowledge of retail operations, sales and account management
• 2-3 years of experience in utilizing data analysis, including: sales forecasting and trend analysis. 
• Demonstrated track record of building executive-level relationships and delivering results in a fast-paced, multifaceted market.
• Experience and understanding of retail operations, supply chain, inventory
• Expertise in retail operations, category management, merchandising, or supply chain is considered a strong asset.
• Excellent client relationship management skills
• Ability to build strong relationships with a diverse client group
• Excellent verbal, written and presentation skills. 
• Negotiation skills and ability to manage conflicts to find win-win solutions
• Strong business acumen, understanding of business drivers, trends, and awareness of each customer's business to provide strategic value.
• Intermediate knowledge of Microsoft Office Suite- including Microsoft Office Suite, Share-Point, Microsoft Teams and One-Drive
• Change management acumen: Comfort with ambiguity and organizational transformation as OCS grows and regulatory policy evolves.
• Experience utilizing Client Relationship Management tools, including D365 CRM, Power BI

About the Job

• Hours of Work: 36.25 a week
• Employment Type: Full-Time, Fixed- Term Contract
• Required Travel: Rare, usually within the GTA

Compensation

The target hiring range for this position is $84,835 - $94,025. This is a pay grade 6 role, with a salary range of $71, $123, Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

We are committed to providing an accessible, equitable and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require an accommodation please let us know, we will work with you to meet your needs.