Join DRMG as a Senior Manager of Client Experience based in Oakville, Ontario. Lead teams and optimize the client journey through strategic support and exceptional service delivery.

This full time, permanent position is vital for overseeing the Client Services and Graphics teams at DRMG. You will manage client interactions, standardize workflows, and enhance retention efforts while living out the company’s core values. Your leadership will help transition operations from reactive responses to proactive strategies, ensuring a high-quality client experience across the board.

Key Responsibilities:
• Lead and develop Client Services and Graphics teams
• Optimize end-to-end client journey with feedback metrics
• Define and enforce Service Level Agreements (SLAs) and KPIs




• Standardize handoff protocols between teams for accuracy
• Manage high-level client escalations and conflict resolutions

Requirements:
• Bachelor’s Degree or Diploma in Business Administration
• 5+ years in operations or customer service management
• Experience in print, media, marketing, or advertising
• Expertise in CRM management and data analytics
• Proven ability in conflict resolution and strategic planning

Leverage your leadership and customer service expertise to enhance client experiences at DRMG.
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📌 Senior Client Experience Manager in Oakville (Ontario)
🏢 Direct Response Media Group
📍 Ontario