HEAD OF CLIENT SERVICES DIGITAL MARKETING AGENCY

Location: Toronto, Canada

Work format: Hybrid, 3 office days, non-negotiable.

Employment: Full time

ABOUT THE COMPANY

Our client is a fully integrated performance marketing agency combining SEO, Paid Media, Creative, Brand Strategy, Web Development, CRO, and Data Analytics under one roof. The agency partners with small and mid-sized businesses across multiple industries, helping clients grow through long-term digital marketing strategies and measurable business outcomes. As the company continues to scale, they are building a dedicated Client Services function and are looking for an experienced leader to shape it from the ground up.

ABOUT THE ROLE

This is a strategic, hands-on leadership role responsible for building and leading the agency’s Client Services function. Rather than inheriting a mature department, you will establish the processes, standards, and operating model that will define how the company manages and grows long-term client relationships.



You’ll work closely with the CEO and cross-functional teams to improve client retention, identify growth opportunities, and create a scalable client experience.

KEY RESPONSIBILITIES

Build and improve the overall Client Services function.

Develop scalable account management processes and best practices.

Establish service standards, client communication frameworks, and operational workflows.

Lead, mentor, and support the Account Management team.

Own client retention and long-term relationship management.

Identify opportunities for account expansion and additional services.

Partner closely with Sales to ensure smooth client onboarding and long-term success.

Collaborate with SEO, Paid Media, Creative, Web Development, Analytics, and Strategy teams to deliver outstanding client outcomes.

Monitor account health, client satisfaction, retention metrics, and commercial performance.

Help create a client-centric culture across the organization.

TEAM STRUCTUR

📌 Head of Client Services / digital marketing agency (Toronto)
🏢 Hoorya
📍 Toronto