Project, Client

About the Role

We are seeking an organized, collaborative, and customer-focused Project, Client & Customer Service Manager to join our team on a maternity leave contract. This role is key to ensuring the smooth delivery of projects, exceptional client relationships, and outstanding customer experiences for our signature events – including the Shoppers Drug Mart Run for Women, and Brita Night Run.

These events bring people together in support of important causes, promoting mental health, wellness, and community connection. The ideal candidate is someone who thrives on managing multiple priorities, communicates clearly, and can balance strategic oversight with hands-on coordination.

Key Responsibilities

Project Management

• Lead the planning, coordination, and execution of marketing and operational projects from concept through completion.
• Develop and manage project timelines, deliverables, and resources.
• Track progress, identify risks, and proactively resolve issues to ensure deadlines and objectives are met.
• Document and communicate updates, ensuring alignment with internal teams and stakeholders.

Client Management

• Serve as the primary point of contact for assigned clients, building and maintaining strong, trusted relationships.
• Understand client goals and ensure all deliverables align with expectations, timelines, and brand standards.
• Manage approvals, gather feedback, and ensure high-quality execution of all client-facing work.
• Identify opportunities to improve service, efficiency, or client satisfaction.

Customer Service

• Oversee customer inquiries and ensure timely, professional, and effective responses.
• Maintain high service standards and a client-first approach in all interactions.
• Support issue resolution by collaborating with relevant departments to ensure positive outcomes.

Data Analysis and Reporting

• Monitor project performance and client satisfaction metrics.
• Compile and analyze data to provide actionable insights and recommendations.
• Prepare regular reports for leadership and clients summarizing progress, outcomes, and key learnings.

Administrative and Coordination Tasks

• Manage scheduling, documentation, and administrative follow-ups for meetings and projects.
• Support vendor coordination, quotes, and invoice tracking as needed.
• Maintain organized records, ensuring efficient access to information and assets.

Communication and Support

• Provide clear, consistent communication with clients, team members, and leadership.
• Support internal communications regarding project status, priorities, and deliverables.
• Contribute to a collaborative team culture by sharing knowledge and supporting peers.

Cross-Functional Collaboration

• Work closely with marketing, digital, creative, and operations teams to ensure smooth project execution.
• Facilitate collaboration and information flow between departments and partners.
• Contribute to process improvements that enhance team efficiency and client outcomes.

Qualifications

• 3–5 years of experience in project management, client services, or account management (marketing, communications, or agency environment preferred).
• Strong organizational and multitasking skills with excellent attention to detail.
• Exceptional communication and relationship-building abilities.
• Proven ability to manage competing priorities and meet deadlines in a fast-paced environment.
• Proficiency with project management and collaboration tools (e.g., Asana, , Wrike, Trello, or similar).
• Experience with CRM systems and data reporting tools is an asset.
• Strong analytical, problem-solving, and decision-making skills.
• A proactive, solution-oriented mindset and collaborative approach.

What You'll Bring

• A passion for exceptional client and customer service.
• Confidence managing multiple projects and priorities simultaneously.
• A team-oriented attitude and a commitment to continuous improvement.
• A professional, empathetic, and polished communication style.

Job Types: Full-time, Fixed term contract

Contract length: 12 months

Pay: $40,000.00-$55,000.00 per year

Benefits:

• Paid time off

Education:

• Bachelor's Degree (required)

Experience:

• Project management: 3 years (preferred)
• Customer service: 3 years (preferred)
• Data analytics: 3 years (preferred)

Location:

• Newmarket, ON L3Y 8X4 (preferred)

Work Location: Hybrid remote in Newmarket, ON L3Y 8X4