Head of Client Services

Agency: Momentum

Job Function: Account Management and Growth

Job Subfunction: Account Management

Job Description

// ABOUT THE ROLE

Our Momentum Toronto office is a key hub within a global experiential marketing network, delivering brand experiences, live events, and integrated activations for a roster of national and international clients. We’re looking for a Head of Client Services & Head of Office to lead our Toronto business, combining operational ownership and office leadership with hands-on stewardship of our most important client relationships.

This is a dual mandate: you are both the commercial and cultural leader of a ~35-person office, and the senior‑most client partner ensuring the work we do drives real business results and long‑term client loyalty.

You will report to Matt Lewis, President of Momentum Europe & Canada.

HERE’S WHAT YOU’LL DO (RESPONSIBILITIES)

Office & Business Leadership

• Own the Toronto office operations and financials, including revenue growth, margin management, resourcing, and forecasting.
• Set and drive the annual forward plan and growth strategy for the office in partnership with the Momentum executive team.
• Act as the primary point of accountability for office performance, operational health, and culture.
• Oversee day‑to‑day operations: staffing levels, utilization, facilities, and local compliance/HR coordination with central functions.
• Represent Toronto across Momentum, sharing best practices, resourcing across markets, and contributing to pitches and thought leadership initiatives

Business Leadership

• Lead and mentor the Business Leadership team across all client accounts in the office.
• Personally hold senior relationship responsibility for GM and OLG.
• Ensure consistent, high standards of client service, strategic counsel, and account growth across all Canadian accounts.
• Partner with creative, strategy, production, and sponsorship leads to ensure integrated, insight‑led, flawlessly executed work.
• Own client satisfaction and retention; proactively identify risk and organic growth opportunities across accounts.
• Set scoping standards for client engagements in collaboration with discipline leads.

New Business & Growth

• Lead or co‑lead new business development for the Toronto office, including prospecting, pitch strategy, and proposal development.
• Build and maintain a network of industry relationships to support the office’s growth pipeline.
• Partner with global new business teams on multi‑market opportunities involving Toronto.

People Leadership & Culture

• Build, mentor, and retain a high‑performing BL team; own hiring, development, and succession planning for the department.
• Foster a positive, high‑performance office culture aligned with global agency values.
• Lead performance management, compensation planning, and career development conversations for direct reports.
• Champion diversity, equity, and inclusion within hiring and team culture.

HERE’S WHAT WE’RE LOOKING FOR (QUALIFICATIONS & REQUIREMENTS)

Experience

• 10+ years in client services/account leadership within an experiential, event marketing, brand activation, or integrated agency environment (or equivalent brand‑side experience with strong agency fluency).
• 3+ years in a senior leadership role with P&L, office management, or general management responsibility.
• Track record of growing client accounts and leading successful new business pitches.
• Experience managing multi‑disciplinary teams (creative, strategy, production, sponsorship).
• Existing relationships within the Toronto/Canadian marketing and brand community are a strong asset.
• Automotive experience an asset.

Skills & Attributes

• Strong commercial acumen: comfortable owning budgets, forecasts, and margin targets.
• Exceptional relationship‑building and executive presence with senior client stakeholders (CMO‑level and above).
• Strategic thinker who can also stay close enough to the work to spot risk and quality issues early.
• Proven people leader, able to coach, motivate, and hold teams accountable.
• Calm under pressure; comfortable with the fast‑paced, live‑event nature of experiential work (including occasional evening/weekend event support).
• Global mindset, able to work across time zones and cultures within an international network.

WHAT SUCCESS LOOKS LIKE (FIRST 12 MONTH)

• Toronto office hits or exceeds revenue and margin targets.
• Client retention holds at a high standard across the portfolio.
• At least one significant new client win or expansion within an existing account.