Overview
As 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 Responsibilities
Strategic 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
Why OSL?
We are stoked to announce that OSL Retail Services has been recognized as a Winner in LinkedIn’s 2021 Talent Awards!
The Talent Awards are a celebration of teams around the world who are moving the talent industry forward in innovative ways and we are thrilled to announce that OSL Retail Services has taken 1st place in the category of ‘Best Culture of Learning (1,000-10,000 employees)’.
This award is particularly special to our organization as we continue to drive a culture of #belonging across the organization through learning and development. We are proud of our entire OSL family as well as our business partners across North America who have supported us throughout this journey and have gotten us this prestigious recognition. Congratulations as well to all our industry peers who were nominated and were finalists alongside us.
At OSL, we celebrate difference. We’ve committed to fostering an inclusive and accessible workplace where everyone feels valued, supported, and reaches their full potential.
OSL does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply.