Client Services Account Manager - Packaging & Omnichannel

Marks, part of the Propelis Group, Marks is a consumer experience agency creating engaging moments across the entire brand spectrum—from brand design and packaging, to content and consumer connections. We are a collaborative global network of 1,900+ team members across 25+ studios and 20+ countries, partnering with some of the world's most recognized brands to solve complex business challenges through design, strategy, and craft.

Position Summary

Marks is a consumer experience agency and brand creation platform, bringing together strategy, design, packaging, commerce, content, production and digital innovation to help brands show up with impact across every consumer touchpoint. We create work that moves from shelves to screens, building brand systems, campaigns and experiences that connect meaningfully with people and perform in market.

At Marks, our Toronto-based teams partner with ambitious clients across packaging, retail, eCommerce and omnichannel brand experiences. We combine creative excellence with operational rigour, helping clients navigate complexity, move faster and deliver work that is strategically sharp, beautifully crafted and commercially effective.

About the Team

The Marks Packaging and Omnichannel teams operate as collaborative, multidisciplinary partners to our clients. We develop insight-led brand, packaging and activation solutions across physical and digital channels, from core packaging systems and adaptive design programs to retail communications, eCommerce content, social assets and integrated shopper experiences. Our work is fast-paced, highly collaborative and built to solve real business challenges.

About the Role

We are looking for a proactive, organized and growth-minded Client Services Account Manager to take on meaningful day-to-day ownership across packaging and omnichannel projects. This role is ideal for someone early in their client service career who brings confidence, curiosity, strong follow-through and the temperament to thrive in a fast-paced agency environment.

You will work directly with account leadership, clients and internal teams to translate business needs into clear briefs, organized workplans and effective creative deliverables across packaging, retail, digital and eCommerce touchpoints. You will be trusted to manage key project details, communication, timelines, approvals and follow-ups, helping keep work moving smoothly and ensuring a strong client experience.

This is a hands-on role with clear room to grow: you will own important pieces of the client service process, coordinate integrated teams and contribute to a culture built on clarity, accountability, collaboration and creative ambition.

What You'll Do

• Manage day-to-day client communications across packaging and omnichannel projects, building trust through proactive updates, clear follow-through and reliable coordination.
• Partner with account leadership to understand client objectives, marketing priorities, brand standards and project requirements, then translate them into clear briefs, scopes and action plans.
• Coordinate assigned project tasks and workstreams across brand design, packaging systems, adaptive design, retail activation, eCommerce content and omnichannel campaigns.
• Collaborate closely with internal strategy, creative, production, project management and client leadership teams to keep work strategically aligned, creatively strong and operationally sound.
• Prepare and maintain scopes, estimates, timelines, workbacks and change orders, while tracking budgets, resource needs and client expectations with oversight from account leadership.
• Bring curiosity and commercial awareness to client work by noticing needs, asking thoughtful questions, sharing observations and contributing to relevant recommendations.
• Lead or coordinate status meetings, presentations and key project communications with preparation, confidence and strong organization.
• Maintain strong project oversight, including process, approvals, financial updates, meeting notes and project follow-ups.
• Show up with a positive, proactive and team-first attitude by staying organized, communicating clearly, asking questions and helping solve problems as they arise.

Key Performance Metrics

• Client service quality, including responsiveness, follow-through, preparation, professionalism and feedback from clients and account leadership.
• On-time delivery of assigned projects and milestones, with proactive escalation of risks, delays, scope changes or approval blockers.
• Budget and scope support, including accurate tracking, timely updates, attention to detail and developing familiarity with agency financial processes.
• Briefing and workflow discipline, measured by clear briefs, complete documentation, organized approvals and effective handoffs between client, creative, production and PM
• Growth and ownership, including ability to take feedback, build confidence, use good judgement and take on increasing responsibility over time.
• Internal collaboration and team effectiveness, including clear communication, meeting preparedness, problem-solving and ability to keep workstreams moving across functions.

What We're Looking For

• 1–3 years of experience in client services, account coordination, project coordination, marketing, communications or a related role; agency, packaging, branding, shopper, retail or omnichannel experience is a strong asset.
• Experience working with clients, stakeholders or internal teams, with the ability to manage communication, follow-ups and project details clearly and reliably.
• Exposure to the creative development process, including briefing, concept development, design refinement, production, artwork, adaptation or final delivery.
• Exposure to estimating, scope management, budget tracking or agency financial administration is an asset.
• Ability to juggle multiple priorities while maintaining attention to detail, momentum and a calm, solutions-focused approach.
• Clear written and verbal communication skills, with the confidence to participate in client conversations, meetings and presentations.
• Proficiency in Microsoft Office and collaboration tools; familiarity with Adobe Creative Suite, workflow platforms or agency project management systems is an asset.

You Bring

• A client-service mindset with curiosity, confidence and a genuine interest in how great agency work gets made.
• Curiosity about brands, consumers, packaging, commerce and the evolving ways people discover, choose and engage with products.
• A proactive, solutions-focused approach, with the confidence to ask questions, raise issues early and suggest a path forward.
• A coachable mindset, with the ability to take feedback, build judgement and step confidently into greater ownership over time.
• Strong relationship-building skills and the ability to earn trust with clients, creative teams, production partners and internal stakeholders.
• A collaborative working style that supports clear roles, shared accountability and positive team momentum.
• Comfort operating in a fast-paced, high-volume agency environment where priorities shift and strong organization matters.
• A high standard for quality, craft and client experience, paired with a grounded, resilient and team-first attitude.

Why Join Marks

At Marks, you'll have the opportunity to work with talented people across strategy, design, content, production and digital innovation, contributing to brand work that lives across shelves, screens and consumer experiences. You'll be part of a collaborative Toronto team with access to a broader global network, helping clients solve complex challenges and create work that makes a meaningful mark.

About Propelis: Propelis is a portfolio of global marketing services and technology companies with a combined legacy of 150+ years, 2,000+ clients, 9,000 employees, and operations across 30 countries. Propelis provides the scale and support of a global organization while preserving the unique culture and identity of each company in its portfolio.

For more information visit: www.MakeMarks.com

EEO Statement: We are proud to be an equal opportunity workplace. All employment is decided on the basis of qualifications, merit, and business need. We offer equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state or local law. Equal Opportunity Employer Minorities/Women/Veterans/Disabled.

We strive to make our employment website and application process accessible to all users and applicants. In doing so, we provide reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our Human Resource Team.

The Ontario pay range for this position is $58,000 CAD - $68,000 CAD annually. Ultimately, in determining pay, we will consider the successful candidate's experience, skills, knowledge, and other job-related factors.

We remain committed to ensuring equal opportunity in all aspects of employment, including recruitment. We encourage applications from all qualified individuals, particularly those who may contribute to the further diversification of our organization. If you require any form of accommodation during the recruitment process, please do not hesitate to let us know. Together, we strive to foster an environment where everyone can thrive and be their authentic selves.

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