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Client Experience Director

Toronto, Canada | Morneau Shepell

  • Industry:
    HR / Recruitment Services
  • Position Type:
  • Functions:
    General Management
  • Experience:
    5-7 years
Job Description:
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The Client Experience Director is a Senior Account Management role, expected to take a lead role in the coordination, oversight, and execution of the governance, client relationship management and growth strategy on key accounts.The role is integral to the Health & Productivity line of business through the support and collaboration with the service delivery team and other lines of business to achieve short and long-term business objectives.

The successful candidate will develop and nurture a relationship matrix across Morneau Shepell, as well as within the client organization.Exposure and knowledge of the HR policies and practices along with experience in wellness, absence and /or disability management industry is required. The ability to effectively collaborate, work individually and has a team is essential.

This regional role reports into the National VP, Client Experience. Travel to clients within the respective region and to Toronto for strategic meetings is expected for this role.


Client Governance & Strategic Account Planning: The Client Experience Director (CED) is expected to take a lead role in the coordination, oversight and execution of the governance strategy on each assigned account

Client Satisfaction: Coordinate and lead client strategies that will help optimize client satisfaction in a measurable way

Contract Management: Oversee strategic contract negotiations and renewals on all assigned clients

Client Profitability: Collaborates with and supports the client team identifying opportunities to improve client profitability (bottom line) with direct accountability to profitable top line opportunities

Collaboration: Support enterprise initiatives by identifying opportunities to introduce new MS stakeholders and solutions

New Business and Growth: Support new business growth targets and collaborate and support the Business Development (BD) team through participation in finalist presentations and/or proposal development in role as Subject Matter Expert (SME) and/or representing Client Experience Director Role

Marketing and Thought Leadership: Support marketing initiatives as requested and as appropriate to increase and enhance brand, support pipeline development, and strategically position ADM as market leading solution

Team Contribution: Consistently contribute to fostering a positive, progressive, and healthy work environment


5+ years comprehensive experience in strategic Account Management working with large organizations

Industry experience in Wellness, HR/Benefits, Absence and Disability Management (Attendance, Accommodation, Sick Leave/WIB, Short Term and/or Long Term)

Registered professional status or certifications (e.g. NIDMAR, CHRP, IFCEBS)

Additional experience or course work in mental health, rehabilitation, legislation related to disability management and workers compensation, human resource management and practices, along with health promotion and group benefits 

Experience developing and delivering strategic client presentations, trends and reports

Actively participates in industry thought leadership initiatives and networking

Skills and Abilities:

Superior relationship management, communication and presentation skills

Strong problem solving, analytical and influencing skills

Customer centric focus and sense of urgency

Organized and effectively manage competing priorities

Enjoy working as a team and collaborating

Constant learner looking to improve own knowledge and experience

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