Position Description

Title: Manager, Client Services

Department: Sales

Immediate Supervisor: VP Customer Experience and Product Management

Status: Exempt Salaried Location: Truro, Nova Scotia, on-site

Position Purpose: The primary mission of this individual is to manage, lead, and oversee the daily operations of the client services team, ensuring excellent customer experience and efficient sales execution processes. This person must have the ability to develop and implement strategies to enhance customer satisfaction, retention, and revenue growth. �� Principle Accountabilities Lead, mentor, and develop a team of customer service professionals, providing ongoing training and performance coaching

Manage complex customer inquiries and resolve escalated issues with professionalism and urgency

Establish and monitor team performance metrics; analyze data and produce reports to identify trends and improvement opportunities

Partner closely with Sales and Marketing to align customer service initiatives with sales goals and promotional activities

Build and maintain strong relationships with key clients, ensuring their needs are consistently met and exceeded

Develop, document, and refine service protocols, procedures, and best practices to enhance efficiency and service quality

Maintain and update the customer service training manual

Implement and optimize CRM and related technologies to streamline customer service and sales workflows

Lead the annual customer survey process, including analysis, recommendations, and cross‑functional action planning to improve customer satisfaction and Net Promoter Score

Facilitate regular team meetings to communicate priorities, share updates,



and strengthen collaboration

Oversee sales performance controls and take corrective action to ensure objectives are achieved within budget

Review and evaluate sales results against programs, quotes, and plans to assess effectiveness

Conduct ongoing performance reviews and provide continuous feedback to team members

Develop deep expertise in all ECP products and programs, effectively communicating their benefits and functionality

Travel to plant locations for assigned corporate accounts to implement programs and support account growth Perform additional responsibilities as assigned by the VP of Customer Experience Qualifications University Degree in Business or related discipline preferred.

Minimum 4-7 years of experience in sales coordination, sales operations, or customer service management, preferably in a manufacturing environment

Demonstrated prior experience leading a team to drive results and improve overall customer experience This position is located in Truro, Nova Scotia, on-site. A relocation package might be available for candidates willing to relocate from another province.

- Skills and Attributes Highly organized and has very effective time management skills

Proven negotiation skills

Proven ability to interact with Sr. Executives

Proficiency in Microsoft Office Suite

Demonstrated customer insight and robust intuition, paired with the confidence to take decisive action

Proven, action‑oriented problem solver with a track record of delivering results

Exceptional communication and interpersonal skills

Works collaboratively across teams, bringing a proactive, solution‑focused approach to shared challenges

📌 Manager, Client Services (Newfoundland and Labrador)
🏢 IPG
📍 Newfoundland and Labrador