Elevate client satisfaction at DRMG as the Senior Manager for Client Experience located in Oakville, Ontario. Help lead teams and orchestrate the client journey by implementing refined processes.

In this full time, permanent role, you will oversee the Client Services department and ensure the highest standards in client relations. Your emphasis on proactive support will shift the focus from troubleshooting to enhancing retention through strategic initiatives. Collaborate closely with the Graphics and Sales teams to create a seamless service experience.

Key Responsibilities:
• Develop and manage the Client Services and Graphics teams
• Implement feedback loops to enhance client experience
• Establish SLAs, KPIs, and operational performance metrics




• Standardize cross-functional team handoffs for clarity
• Address high-level escalations while maintaining relationships

Requirements:
• Bachelor’s Degree or relevant Diploma in Business areas
• Minimum 5 years in related customer service roles
• Direct people management experience of 2-3 years
• Familiarity with CRM systems and reporting tools
• Strong conflict resolution and organizational skills

Utilize your management skills to foster exceptional client relationships at DRMG.
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📌 Client Experience Leader at DRMG, Oakville (Ontario)
🏢 Direct Response Media Group
📍 Ontario