Senior Manager, Client Success

Job title: Senior Manager, Client Success

Job description: Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country’s largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Advance powered by Loblaw™ drives brands forward. We are unlocking Loblaw’s exclusive purchase pattern data, customer intelligence, and millions of daily connections with shoppers to drive growth for our business partners. Backed by both the country’s leading grocery and pharma retailer, and the nation’s leading loyalty program, PC OptimumTM, we have a unique set of assets to help consumer brands reach customers and grow their retail business more effectively. Our dynamic team bridges loyalty, media, product, analytics, insights and strategy disciplines for integrated planning that empowers our own brands and those of our partners to reach Canadian customers at the right time, in the right way.

At Advance powered by Loblaw, we’re always innovating to stay on the leading edge of a fast-evolving industry. We seek great people who share our principles of authenticity, curiosity, trust, and collaboration. You will get to work with some of the best minds in the industry and have the support of in-house world-class technologies to create solutions our customers will love. We’re able to keep innovating because our colleagues are passionate about their work and excited about the future of retail and media. Come help shape this growing business with us!

The impact you’ll make

We are looking for a Senior Manager, Client Success to help strategize with self-serve clients to drive incremental revenue through improved campaign optimizations and achieving key performance indicators. Through thought leadership, this individual will manage the Client Success team, will have the ability to tackle tough questions from clients about the platform, provide incremental budget suggestions and provide feedback to improve the overall usage of the platform. This successful candidate will have deep expertise in both the search and programmatic space, which will result in providing strategies to both clients and the internal team.

What you’ll do

• Understand client performance objectives, develop successful segmentation and optimization strategies to exceed client expectations
• Ensure that all self-serve campaigns are not only performing according to their goals, but also exceeding them, resulting in incremental spend and revenue
• Participate in defining key business objectives, client specific goals and priorities sales strategies
• Work with the client operations teams to align on KPIs, campaign implementation, and testing strategies for cross-channel digital campaigns
• Manage team of Client Success Managers to ensure that level of service exceeds client’s expectations as well as ensure client success team has proper training across all channels, as well as industry practices
• Manage escalations and resolve customer issues from the client success team in a timely and effective manner
• Explore and evaluate new media opportunities and determine how they fit within client business objectives and budgets
• Analyze customer data and metrics to identify trends and opportunities for upselling and cross-selling
• Align internal groups with clients’ needs and expectations, acting as conduit between parties
• Work closely with agency account teams and brand clients to develop best-in-class solutions
• Lead the platform onboarding session alongside the Platform Specialist and Client Success team to demonstrate key features and best practices to ensure campaign success
• First point of escalation from the Client Services team for any issues such as down time, broken pages, and alerts from the platform.
• Work closely with the technical teams to resolve issues and share results/messaging back to Account Managers, Sales, Strategy, and clients.
• Provide feedback from the market to help define feature releases, sales collateral, insights and training requirements and will loop back with clients to discuss upcoming roadmaps and platform improvements
• Attend internal product meetings, planning sessions and scrums to understand roadmap and upcoming feature releases
• Host training and product knowledge sessions to client facing teams (Sales, Account Management, Strategy)
• Lead Client Success weekly scrums to ensure operational efficiencies across all team members
• Top line view of budgets to ensure that clients are able to meet or exceed forecast goals and KPIs
• Work closely with the Media Execution team to further deepen their knowledge on day-to-day campaign strategy to help clients with their own self-serve campaigns
• Lead proof of concepts or testing features to ensure market acceptance and viability

Does this sound like you?

• 5-7 years of Client Service + digital marketing experience
• 3-5 years of Google Ads, Google Analytics or Microsoft Advertising
• Independently driven, highly analytical and able to quantitatively drive techniques to continually exceed client performance expectations
• Ability to provide high level support to client success team in client demos, communication, and campaign management
• Highly collaborative and strong relationship management
• Ability to prioritize tasks and lead a team to set them up for success
• Strong business acumen
• Retail experience
• Thrives in a fast-paced environment while maintaining a high level of accuracy and detail

How you’ll succeed

At Advance powered by Loblaw we seek great people looking for that unique opportunity to help shape the future of a growing business. We believe great people model our values — are authentic, build trust, and make connections. We’re able to keep innovating because our colleagues are passionate about their work and excited about the future of media. You will get to work with some of the best minds in the industry and will have the support of extraordinary technologies to craft products our customers will love. Come be part of the media revolution happening in Canada!

Loblaw recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired. In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and partners expect of us.

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note:

Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

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