OverviewAs a Director within OSL, the
Client Services Director provides enterprise-level leadership across client services and program delivery functions that enable operational excellence and profitable growth in a fast-paced retail and direct sales environment. This role is accountable for shaping long-term client engagement strategy, architecting scalable service delivery models, and ensuring OSL consistently delivers high-performing programs that strengthen client partnerships and drive commercial outcomes.
The Client Services Director plays a pivotal role in aligning client expectations with OSL's internal capabilities, serving as a senior connector between clients, executive leadership, and cross-functional teams. Operating through Senior Managers, Program Leaders, and Project Leaders, this role ensures client programs are launched, stabilized, and scaled with discipline, transparency, and accountability.
Key ResponsibilitiesStrategic Leadership & Client Direction- Set the enterprise client services strategy, aligning structures, service models, and priorities to OSL's business goals and key client commitments.
- Lead long-range client and program planning, identifying growth opportunities, capability gaps, and scalability requirements across client portfolios.
- Partner with executive leadership to influence enterprise initiatives, ensuring client needs and delivery implications are considered in strategic decisions.
- Serve as the executive sponsor for priority accounts, ensuring strong governance, alignment, and long-term partnership health.
- Conduct quarterly business reviews (QBRs) and present performance insights, operational improvements, and growth opportunities.
- Identify opportunities for organic growth through upselling and cross-selling OSL services.
Operational Excellence & Program Governance- Oversee enterprise-wide client service and program delivery processes, ensuring consistency, efficiency, compliance, and scalability.
- Establish and uphold service standards, SLAs, KPIs, and quality assurance frameworks across all client programs.
- Ensure structured transitions from program launch to steady-state operations, with clear readiness criteria and accountability prior to handoff.
- Champion continuous improvement through process optimization, standardization, and adoption of best-practice delivery models.
Cross-Functional Alignment & Stakeholder Partnership- Build strong partnerships with Operations, Sales, HR/Talent, Finance, Marketing, and IT to ensure integrated, end-to-end client delivery.
- Act as a senior advisor to internal and client leadership by providing insights, trend analysis, and performance recommendations.
- Represent Client Services in senior-level cross-functional forums, enterprise planning discussions, and client governance meetings.
- Establish strong business cadences to ensure stakeholders remain informed, aligned, and accountable.
People Leadership & Capability Development- Lead, coach, and develop Senior Managers, Program Leads, and Project Leaders, fostering a culture of accountability, collaboration, and continuous improvement.
- Set clear performance standards and ensure development and succession plans exist for all critical client services roles.
- Build a strong leadership pipeline capable of managing increasingly complex, multi-client, and multi-program environments.
- Model enterprise leadership behaviors that elevate decision quality, ownership, and cross-functional trust.
Financial & Resource Management- Own client services budgets, P&L performance, and revenue forecasting across assigned portfolios.
- Optimize resource allocation to balance client service excellence with operational efficiency and profitability.
- Identify opportunities for organic growth, upsell, and cross-sell in partnership with Sales and Executive Leadership.
- Ensure financial transparency and disciplined decision-making across programs and projects.
Risk, Compliance & Quality Management- Ensure adherence to contractual obligations, regulatory requirements, and OSL internal policies across all client programs.
- Identify and mitigate program-level and portfolio-level risks to protect service continuity and client confidence.
- Oversee audit readiness, issue escalation, and resolution for complex or high-impact client matters.
Data-Driven Performance & Insight- Establish and monitor enterprise KPIs related to client satisfaction, program performance, delivery health, and financial outcomes.
- Leverage dashboards and reporting to provide actionable insights to clients and internal leadership.
- Use data to anticipate risk, guide prioritization, and inform strategic and commercial decisions.
What You Bring to the Table- 8-12+ years of progressive leadership experience in client services, account management, or program delivery, ideally within retail or direct sales environments.
- Proven ability to lead senior leaders, manage complex client portfolios, and influence at the executive level.
- Strong financial acumen, including experience owning P&L, revenue forecasting, and cost optimization.
- Demonstrated success implementing scalable service delivery models and leading organizational change.
- Exceptional communication, negotiation, and presentation skills, with the ability to frame trade-offs and align diverse stakeholders.
- Experience leveraging CRM platforms, project management systems, and performance dashboards to drive accountability.
- Bachelor's degree in Business, Marketing, Project Management, or a related field; MBA or PMP certification is an asset.
What we offer A competitive base salary plus bonuses and other perks
Vacation plus additional flex days
Comprehensive benefits
Training and development opportunities to grow your career with one of Canada's Best Managed Companies
A supportive workplace culture and work environment
