Client Experience & Enablement Specialist

Accountabilities:

Client Portfolio Management: Manage and optimize assigned client portfolios, ensuring strong relationships, operational excellence, and consistent delivery of business objectives across enterprise and longtail accounts.
Enterprise Account Optimization: Oversee complex corporate structures involving multiple retail brands and subsidiaries, maintaining detailed knowledge of individual brand requirements, promotional schedules, content guidelines, and regional consumer preferences.
Operational Efficiency: Identify and improve internal and external workflows to reduce turnaround times, streamline processes, and deliver faster service while maintaining high-quality standards.
Technical Implementation and Testing: Coordinate the deployment, configuration, and validation of new product features and beta initiatives for strategic clients, including customized implementations and non-standard technical requirements.
Revenue Protection and Growth: Safeguard high-value client relationships through proactive risk identification, quality assurance, and continuous optimization of promotional content and operational processes.
Global Client Onboarding: Lead the technical onboarding process for new domestic and international retail partners, coordinating implementation activities and ensuring successful integration across different markets.
International Operations: Support operational expansion across North America and Latin America, including Mexico, Brazil, and Colombia, adapting workflows to meet different regional requirements and service-level agreements.
Escalation Management: Act as a key technical escalation point for complex operational issues, investigating discrepancies and resolving challenges affecting large portfolios of retail accounts.
Revenue Generation and Monetization: Identify opportunities to monetize additional retailer content and collaborate with internal Sales teams to develop strategies that increase revenue from existing client relationships.
Voice of the Customer: Gather, analyze, and document client feedback, business needs, content requirements, and operational challenges to provide actionable insights for internal stakeholders.
Strategic Client Engagement: Communicate directly with senior client stakeholders, using consultative questioning to understand business objectives and translate them into effective technical and operational solutions.
Cross-Functional Collaboration: Work closely with Sales, Product, and Engineering teams to communicate client needs, investigate technical issues, prepare detailed bug reports, and support product improvements.
Continuous Improvement: Identify opportunities to eliminate operational bottlenecks, improve internal systems, optimize resource allocation, and enhance the scalability of existing processes.
Requirements:
1–3 years of professional experience in project coordination, project management, or a related operational role.
1–3 years of experience in customer service, client relationship management, account coordination, or another customer-facing position.
Strong organizational and project coordination skills, with the ability to manage multiple priorities, deadlines, and client requirements simultaneously.
Excellent communication and interpersonal skills, with the confidence to build relationships and interact effectively with clients and internal stakeholders.
Strong problem-solving abilities and attention to detail, particularly when investigating operational discrepancies and coordinating technical resolutions.
Ability to understand client business objectives and translate them into practical operational or technical solutions.
A proactive, autonomous approach to work, with the ability to identify improvement opportunities and take ownership of tasks and outcomes.
Strong adaptability and the ability to work in a fast-paced environment involving multiple accounts, changing priorities, and international stakeholders.
Interest in digital platforms, retail technology, customer experience, and operational process optimization.
Comfortable collaborating across different teams, including Sales, Product, and Software Engineering.
A growth mindset, curiosity, initiative, and willingness to learn new tools, systems, and processes.
Ability to work effectively in a remote-first environment while maintaining strong communication and accountability.
Benefits:
Competitive compensation: Annual base salary ranging from CAD 48,000 to CAD 50,000 for Canadian-based candidates.
Remote-first flexibility: Work remotely from Canada, with the flexibility to perform your best work from anywhere.
Flexible benefits: Access to a benefits offering designed to support individual needs and overall well-being.
Career development: Learning opportunities, professional development resources, and support for accelerated career growth.
Collaborative environment: Join an inclusive and supportive workplace where diverse perspectives and contributions are valued.
Professional ownership: Opportunities to take initiative, manage responsibilities independently, and make a meaningful impact.
Growth opportunities: Develop your expertise in client experience, account management, retail technology, and international operations.
Learning culture: Work in an environment that encourages curiosity, continuous improvement, experimentation, and knowledge sharing.
Inclusive workplace: Be part of a team that values authenticity, diversity, equal opportunities, and individual contributions.
Empowering culture: Access to the tools, resources, and opportunities needed to develop your skills and achieve your professional goals.