Position Overview
The Senior Manager, Client Delivery & Implementation sits at the center of the client lifecycle, translating signed partnerships into fully operational, high-performing campaigns.
Acting as the bridge between Business Development, Technical Delivery, and Customer Success, this role owns the critical path from contract through launch—ensuring that what is sold is not only delivered, but delivered with precision, speed, and a consistently high-quality client experience.
Operating in fast-paced, project-based cycles (typically ~6 weeks), the role combines structured project management, technical coordination, and client leadership. The Senior Manager serves as the client’s primary point of contact during implementation, while orchestrating cross-functional teams to achieve launch readiness across field operations, systems, and reporting.
This role is both highly operational and highly visible—responsible for ensuring seamless transitions between revenue generation, onboarding, and long-term account growth.
Impact
- Ensures every client engagement launches with clarity, alignment, and operational readiness
- Protects the integrity of the sales-to-delivery handoff, reducing friction and execution risk
- Accelerates time-to-launch while maintaining a high standard of client experience
- Establishes the foundation for long-term client success, retention, and expansion
Key Responsibilities
Client Leadership & Implementation Ownership
- Own the onboarding lifecycle from contract signature through go-live
- Serve as the primary client lead during implementation, setting expectations and driving accountability
- Translate client objectives into clear execution plans across internal teams
Cross-Functional Orchestration
- Act as the central coordinator across Business Development, Field Operations, Data, and Technology
- Align stakeholders on timelines, deliverables, and dependencies to ensure launch readiness
- Proactively identify risks and drive resolution across teams
Field & Operational Readiness
- Partner with Operations and Field Leadership to ensure staffing, training, messaging, and logistics are fully prepared
- Validate that on-the-ground execution aligns with client commitments
Technical & Systems Implementation
- Coordinate campaign setup across data systems, integrations, and reporting infrastructure
- Ensure workflows, tracking, and outputs are configured, tested, and validated prior to launch
Lifecycle Transition & Continuity
- Lead structured handoff to Customer Success, ensuring full continuity of context, documentation, and ownership
- Re-engage as the implementation lead for expansions, relaunches, or complex program changes
Project & Process Excellence
- Manage multiple concurrent implementations with clear timelines, milestones, and documentation
- Continuously refine onboarding processes to improve speed, quality, and scalability
Core Competencies
- Ability to operate as both project manager and client lead in parallel
- Strong translation skills—turning complex technical and operational requirements into clear plans
- High attention to detail paired with strong execution velocity
- Confident stakeholder management across clients and internal teams
- Structured, organized, and deadline-driven
- Proactive risk identification and problem-solving
- Collaborative, low-ego approach with strong ownership mindset
Qualifications & Experience
- 3–5+ years in implementation, onboarding, project management, or client operations roles
- Proven ability to manage multiple high-tempo, time-sensitive launches simultaneously
- Experience coordinating across technical, operational, and client-facing stakeholders
- Strong written, verbal, and presentation skills
- High level of accuracy and organization in managing complex workflows
- Experience in agency, fundraising, campaign operations, or similar environments is an asset
What We Offer You
- Flexible work environment
- A competitive pay rate and generous bonus opportunity
- 100% Employer Paid benefit premium for eligible staff (including health, dental, vision care, wellness and paramedical services)
- Company wide Socials & Milestones Celebrations
- Paid Sick Days and Employee Assistance Programs, including premium mental health resources
- Group Auto & Home Insurance deep discounts through The Cooperators.
- Access to Employee Discounts to 1000+ stores through Perkopolis (Cineplex, Wonderland, CNE and much more!)
- Internal advancement opportunities and role development pathways
- An open, inclusive and diverse working environment
Pay Range
CAD $70,000.00 - $80,000.00
Additional Information
- Any offer of employment will be subject to verification of employment and education background checks, including a criminal record check.
- Candidates must be legally entitled to work in Canada at the time of their application.
This is a job posting for an existing vacancy.
HCB embraces the use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. AI tools may help with organizing applications or expediting processes. No hiring decisions are made using AI. Every hiring decision is made by our hiring managers and recruitment professionals.
Accessibility
HCB promotes a diverse, inclusive and accessible workplace. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities. If selected for an interview, please advise our Recruiting Manager if you require reasonable accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.
Pay: $70,000.00-$80,000.00 per year
Benefits:
- Company events
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- Flexible schedule
- Mileage reimbursement
- On-site parking
- Paid time off
Ability to commute/relocate:
- North York, ON M3B 2T5: reliably commute or plan to relocate before starting work (required)
Experience:
- Project implementation: 3 years (required)
- Client services: 3 years (required)
Work Location: Hybrid remote in North York, ON M3B 2T5
