Head of Client Services / digital marketing agency

Job description

# 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 Structure The company currently has several Account Managers supporting existing clients. This role introduces dedicated leadership for the Client Services function and will focus on building structure, consistency, and operational excellence as the business continues to grow. The position reports directly to the CEO. ## Success in the Role During the first months, you will be expected to: - Build clear client service processes and operating standards. - Improve consistency across account management. - Maintain excellent client retention. - Identify opportunities to expand existing client relationships. - Create a scalable framework that supports future growth. ## Experience - Proven leadership experience within a digital marketing agency. - Strong background in Client Services, Account Management, or Customer Success leadership. - Experience managing teams responsible for agency clients. - Demonstrated success in improving client retention and long-term relationships. - Experience developing or optimizing client service processes. - Strong commercial mindset with the ability to identify account growth opportunities. - Experience working with cross-functional delivery teams. - Strong understanding of digital marketing services, particularly SEO and Paid Media. - Experience serving small and mid-sized business clients. ## Skills & Competencies - Strategic thinking combined with hands-on execution. - Excellent relationship management skills. - Outstanding communication and stakeholder management. - Strong organizational and operational leadership. - Data-driven decision-making. - Ability to improve and standardize processes. - High level of ownership and accountability. - Collaborative leadership style. - Commercial awareness with a focus on long-term client value. - Comfortable working in a fast-growing entrepreneurial environment. ## Nice to Have - Experience building a Client Services department from an early stage. - Experience implementing client success frameworks, playbooks, or service standards. - Experience with agency operational metrics and reporting. - Familiarity with CRM and client management platforms. - Experience working across multiple digital marketing disciplines. - Previous exposure to healthcare, legal, home services, retail, or e-commerce clients. ## What We Offer - Highly competitive salary with performance-based incentives. - Hybrid schedule: 3 days in the office and 2 days remote. - Comfortable North York office. - Corporate medical and dental benefits. - Opportunity to build and shape a core business function. - Direct collaboration with the CEO and senior leadership. - A collaborative environment with specialists across SEO, Paid Media, Creative, Brand Strategy, Web Development, CRO, and Analytics. - Clear opportunity to influence company growth and client experience at scale. ## Interview Process 1. Initial interview with the hiring manager. 2. Interview with the CEO. 3. Preparation of a 90-day Client Services plan. 4. Final panel presentation with senior leadership and an investor.