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LOCATION:
- This role requires candidates to live within a reasonable commuting distance to our Waterloo, Ontario, Canada office.
- The position follows a hybrid schedule of 4 days onsite and 1 day remote each week, and relocation or proximity to this office is required.
Position Summary
As a key member of the Sales Leadership Team, the Director, Client Services plays a vital role in both the strategic direction and day-to-day leadership of assigned enterprise and hybrid client accounts. This role requires a dynamic leader who combines strong sales and operational acumen with the ability to drive strategic growth, mentor high-performing teams, and build trusted long-term client and internal partnerships.
You will be responsible for leading a team which may consist of National Account Director(s), National Account Manager(s), Account Manager(s) and Associate Account Manager(s), driving revenue growth across a portfolio of enterprise accounts, and ensuring consistent, high-quality delivery of branded merchandise solutions that meet client objectives and contractual commitments. This is a client-centric, results-driven position focused on delivering value through partnership, innovation, and operational excellence.
Key Responsibilities
Strategic Leadership & Planning
- Collaborate with Sales, Program and Operational leadership to define account-specific growth strategies and align them with overall business objectives.
- Lead strategic planning sessions with account teams to develop marketing, promotional, and brand engagement strategies for key clients.
- Analyze financial data, sales trends, and client performance to craft strategic plans and ensure continued margin and revenue growth.
- Represent client needs within BDA and act as a key voice in Sales Leadership discussions, contributing to broader company planning and best practices.
Client Relationship Management
- Serve as the sales leadership point of contact for a portfolio of enterprise accounts, building long-term, trusted partnerships with clients.
- Lead efforts to understand and address client priorities, KPIs, and brand compliance standards while proactively identifying opportunities for added value.
- Oversee the development and execution of Quarterly/Annual Business Reviews (QBRs/ABRs) and other strategic initiatives.
- Monitor and enhance client satisfaction using data and insights such as NPS and VOC feedback.
Team Leadership & Development
- Manage, mentor, and develop a team of Account Managers and support staff, fostering a culture of accountability, collaboration, and continuous growth.
- Continually ensure updated Large Account Management Plans are well- documented for clear achievable strategy goals, executed by assigned team members, followed by all internally, and are designed to meet and exceed client expectations.
- Create client purpose, vision and business objectives which extend out from one to three years as a proactive retention strategy.
- Conduct regular 1:1s, team meetings, performance reviews, and coaching conversations to ensure alignment with KPIs and forecast goals.
- Support professional development, identify leadership potential, and create growth opportunities within the team.
- Partner with HR to lead hiring, onboarding, and talent planning efforts.
Operational Execution & Sales Enablement
- Monitor team activity to ensure Salesforce CRM compliance, accurate forecasting, pipeline health, and timely quote/order processing.
- Oversee execution of large client projects and ensure alignment with internal resources, vendors, and compliance procedures.
- Collaborate with internal departments including Programs, Marketing, Merchandising, Sales Ops, and Finance to support seamless service delivery.
- Proactively forecast resource needs and potential allocations within assigned sales team and internally.
- Manage assigned P&L, budget targets, and OPEX controls to ensure both revenue growth and margin preservation.
- Client contract negotiation, content drafting, amendment/addendum drafting, execution management.
Cross-Functional & External Engagement
- Actively engage with industry trends, client industries, and marketplace developments to bring fresh insights and innovation to clients.
- Support business development efforts and assist with strategic pitches, program launches, and new client onboarding as needed.
- Represent the voice of the client in internal forums and act as a liaison across cross-functional teams.
Qualifications
- Bachelor’s degree in Business, Marketing, Communications, or related field.
- 10+ years of experience in enterprise sales, account management, or client services, preferably in the branded merchandise or promotional products industry.
- 5+ years of direct team leadership and sales management experience.
- Strong track record of strategic client relationship management and revenue growth.
- Proficient in Salesforce or similar CRM platforms; strong Excel and PowerPoint skills.
- Exceptional communication, presentation, and negotiation skills, especially with executive-level clients.
- Financial acumen, including budgeting, forecasting, and margin analysis.
- Ability to manage multiple priorities in a fast-paced, client-focused environment.
- Willingness to travel approximately 50%.
Key Competencies
- Strategic and critical thinking with hands-on execution capability
- Leadership through collaboration and accountability
- Client-first mindset with a passion for brand building
- Analytical, data-driven decision making
- Creative problem-solving and adaptability
We are pleased to share the base salary range for this position is $191,000K to $222,000K. If you are hired at BDA, your compensation will be determined based on factors that may include geographic location, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any offer. In the spirit of pay transparency, the range listed is the full base salary range for the role and hiring at the top of the range would not be typical, in order to allow for future salary growth. Certain revenue-generating positions may be eligible for incentive compensation.
BDA is more than a workplace - it’s a family. For more than four decades we’ve promoted a vibrant and welcoming culture that not only accepts but demands you to be different. The quirky, the bold, the creative and the unique make up the foundation of a company that the most iconic brands in the world look to help tell their story through the power of merchandise.
BDA Inc. is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.
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