Client Service Director, Retail Division

Position Summary: 

Position: Client Service Director, Retail Division 

Primary Location: Mississauga, ON (30% Canadian travel expected) 

Role type: Full Time, permanent

Compensation Package: Attractive Base Salary, Bonus, Health Benefits, & Vacation

About The Position 

Brand Momentum is seeking a dynamic and strategic Client Service Director, Retail Division, to lead and elevate our retail activation program across key locations. This individual will take full ownership of a high-performing Sales Team focused on driving brand visibility, delivering exceptional in-store execution, and maximizing retail impact. Acting as a critical link between the brand and the retail environment, this role plays a pivotal part in accelerating business growth and exceeding client expectations. As a trusted partner to our client, the Director will ensure our efforts consistently reflect and support their broader brand and commercial ambitions.

About You 

You are a strategic leader who thrives on turning strategy into reality. Passionate, driven, and relentless in your pursuit of success, you consistently deliver exceptional results for clients while setting a high bar for execution. You balance big-picture thinking with operational excellence, guiding programs from scope through to delivery with precision, insight, and impact. As a trusted partner, you understand the importance of client satisfaction and long-term success, and you build lasting relationships rooted in integrity, transparency, and follow-through.

You’re more than a leader — you’re a coach and mentor who inspires others to rise. You empower your team with clarity, purpose, and proactive communication, creating an environment where learning, accountability, and high performance thrive. Your commitment to fostering a culture of excellence ensures that every team member feels supported, challenged, and proud of the work they do. You lead with heart, hold with purpose, and never lose sight of the mission: to exceed expectations and deliver results that matter.

Responsibilities 

• Lead the execution of national client retail programs in key locations across Canada, ensuring alignment with brand guidelines and compliance with all applicable federal and provincial regulations.
• Act as a trusted partner to the client, understanding their business objectives and translating them into effective, compliant retail strategies that support commercial growth.
• Lead and develop a high-performing account and field team, using KPIs to drive strategy, set clear direction, and provide ongoing coaching and support to ensure consistent, best-in-class in-store execution that delivers on sales targets.
• Oversee all aspects of retail program implementation, including field team planning, deployment, reporting, and issue resolution, with a focus on operational excellence.
• Monitor and analyze field performance, using KPIs such as sales, quality assurance, compliance, and team productivity to optimize outcomes and identify areas for improvement.
• Work cross-functionally with internal teams, including recruitment, operations, training, and analytics, to ensure seamless coordination and program success.
• Ensure all field activities are fully compliant with Canadian regulation and laws, client policies, including Health Canada and TVPA requirements.
• Provide clear, consistent communication to both internal and external stakeholders, including performance updates, compliance reporting, and actionable insights.
• Champion a culture of accountability, integrity, and development, creating an environment where team members are inspired, supported, and set up to succeed.
• Identify and pursue strategic opportunities to expand the agency’s value within the client’s business, uncovering ways to deepen the partnership and drive incremental growth through service excellence and insight.
• Drive excellence in execution and field operations, ensuring retail standards, brand consistency, and full program coverage across all assigned locations.
• Support ongoing business growth and operational success by optimizing team readiness, identifying strategic opportunities, and maintaining strong visibility and performance in the field.
  
  

Qualifications And Requirements

• Post-secondary education in Business, Marketing, Communications, or a related field; equivalent work experience will also be considered.
• 8–10 years of experience in an agency or client-service environment, with a strong track record of leading large-scale field or retail programs.
• Proven ability to lead and develop high-performing teams, fostering a culture of accountability, learning, and excellence.
• Strong client relationship management skills, with experience serving as a strategic partner to senior stakeholders.
• Operational excellence in retail execution, with a deep understanding of compliance-driven categories (experience in regulated industries such as tobacco, alcohol, or pharma is an asset).
• Clear and confident communicator, comfortable presenting to clients, leading internal teams, and influencing outcomes across multiple levels.
• Analytical mindset, with the ability to interpret program performance data and turn insights into action.
• Highly organized and adaptable, with a passion for solving problems, driving efficiency, and delivering results in fast-paced environments.
• Able and willing to travel within Canada, including occasional overnight trips to support field teams and client engagements.
• Demonstrates integrity, initiative, and a collaborative spirit—a trusted leader who inspires others and follows through.
  
  

About Brand Momentum

Brand Momentum is a nationally integrated leader in Sales, Marketing, and Retail, with headquarters in Toronto. We foster authentic and enduring human connections across the nation. As a three-time winner of Canada's Top 100 Best Workplaces and one of Canada's fastest-growing companies, we take pride in our commitment to "Goodness," a core value that permeates everything we do.

Our Commitment

• Enduring Success: We are not just about achieving success; we're about sustaining it. As a market leader in quality and innovation, we foster a fun culture where both employee and client aspirations can be realized.
• Delivering on Promises: We are passionate about delivering on our promises to both clients and our people. Our innovative approach ensures we consistently provide exceptional value and flexibility, always striving to exceed expectations.
• Core Values: Our commitment to integrity, respect, empowerment, and fun is woven into the fabric of our company. We believe in fostering a responsible and flexible work environment that allows our team members to thrive.
• Sustainability: We prioritize sustainable suppliers and work with vendors and clients to offset the environmental impact of our programs, contributing to a greener future.
• Diversity and Inclusion: We are dedicated to fostering a culturally diverse workplace. We value diverse perspectives and are committed to building a team that celebrates individual backgrounds, experiences, and talents. We believe in the power of diversity to drive stronger, more innovative outcomes.
  
  

We are committed to providing accommodations for persons with disabilities. If you require an accommodation, we will work with you to meet your needs, to the extent required by law.

 

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