Manager – Client Solutions

To support our growth, we are looking to welcome a: Manager, Client Solutions.

Reporting to the Vice President, Customer Experience, the Manager, Client Solutions is responsible for managing a client portfolio and coordinating the implementation of customer experience programs. They ensure the quality execution of mandates, adherence to timelines, and client satisfaction.

They also play a key role in maintaining strong client relationships by providing rigorous, structured, and proactive support. The ideal candidate should also be comfortable using artificial intelligence in a professional setting and know how to effectively integrate it into their work to analyze information, improve work methods, and optimize certain operational processes. 

This position requires a strong sense of organization, excellent communication skills, and the ability to manage multiple projects simultaneously in a dynamic environment.

Responsibilities

The Manager will be responsible for, among other things:

• Managing a client portfolio and ensuring the smooth execution of mandates;
• Coordinating customer experience programs;
• Ensuring adherence to timelines, budgets, and quality standards;
• Monitoring program performance indicators and conducting the necessary follow-ups with internal teams;
• Analyze program data, results, and trends to identify relevant findings and formulate concrete recommendations;
• Collaborating closely with internal teams to ensure seamless execution;
• Mastering internal platforms in order to optimize programs and processes;
• Use artificial intelligence tools to support analysis, information synthesis, the development of recommendations, and the improvement of operational efficiency;
• Identify opportunities to automate, simplify, or standardize certain tasks and operational processes using artificial intelligence or other technological tools;
• Participate in the design, testing, and improvement of work methods that incorporate artificial intelligence, while validating the quality and reliability of the results produced;
• Acting as the main point of contact for clients and ensuring proactive and structured communication;
• Managing and supporting clients in their online reputation strategy;
• Identifying opportunities and proposing new programs or adjustments;
• Contributing to account development by recommending value-added initiatives;
• Identifying opportunities for continuous improvement of programs and processes;
• Participating in the preparation of client deliverables;
• Contributing to the optimization of internal tools, training, and documentation;
• Supporting growth initiatives and the development of existing accounts;
• Performing any other related tasks.

• Excellent organization and priority management skills;
• Ability to manage multiple projects simultaneously;
• Rigor and attention to detail;
• Excellent communication skills;
• Strong customer service mindset;
• Ability to formulate concrete, results-oriented recommendations;
• Good understanding of online reputation and customer experience issues;
• Team spirit and collaboration;
• Autonomy and proactivity;
• Ability to thrive in a fast-paced and constantly evolving environment;
• Analytical mindset and the ability to transform complex data or information into clear, actionable insights;
• Ability to use artificial intelligence in a structured, critical, and responsible manner in a professional context;
• Ability to assess the relevance, reliability, and limitations of results generated by artificial intelligence tools;
• A drive for optimization and a strong interest in process automation, continuous improvement, and operational efficiency.

• University degree in administration, marketing, or a related field;
• 5 to 8 years of experience in account management, project management, or coordination;
• Ability to manage mandates autonomously while collaborating with multidisciplinary teams;
• Ability to take ownership of a client portfolio with limited supervision;
• Good command of Excel;
• Comfort with technology tools and SaaS platforms;
• Practical experience in the professional use of artificial intelligence tools, beyond simply writing or rewriting content;
• Experience using artificial intelligence to perform analyses, synthesize information, structure recommendations, or optimize operational processes;
• Experience automating tasks or processes using no-code, low-code tools, or solutions that incorporate artificial intelligence is a significant asset;
• Ability to provide concrete examples of situations where artificial intelligence has improved the quality, speed, or efficiency of work;
• Interest in customer experience and reputation management;
• Bilingualism French and English, an important asset.

Lanla offers a stimulating career in an innovative environment, a competitive salary, a range of benefits including group insurance and a voluntary retirement savings plan, as well as an engaged and collaborative team.

We encourage professional development and offer real opportunities for growth within the company.

Job type: Full-time
Benefits: Dental insurance and Retirement plan
Experience: Project management: 3 years preferred
Language: French preferred
Work location: Remote