Client Services Manager

Client Services Manager

Location: Vancouver, BC (Hybrid Position)

Join Our Team: Elevate Client Experiences!

About Us

Since our founding in 1998 in Vancouver, Normac has been committed to delivering industry-leading insurance appraisal solutions and exceptional customer service. Our success is built on strong client relationships and the high quality of our work.

With a well-established reputation, we proudly serve clients across Canada, providing appraisal services from coast to coast. For more than 25 years, we have continually adapted to changing markets, embraced new opportunities, and maintained our position as an industry leader.

At Normac, we are proud to be an employer of choice, offering:

• Competitive Compensation Be rewarded for your hard work and dedication.
• Hybrid Position Enjoy the flexibility of working primarily from your home office, with monthly in-person office days and periodic team meetings and events throughout the year.
• Job Stability Join a recession-resistant industry with strong long-term growth prospects.

The Role

Reporting to the Director, Client Services, the Client Services Manager will lead and support Normacs client retention and renewal program while helping strengthen long-term client relationships and service excellence.

This developmental role offers significant opportunities for professional growth, including increasing leadership responsibilities, ownership of departmental initiatives, and strategic support to the Director, Client Services. It is ideal for an emerging leader who is passionate about client success and looking to advance into a senior client services leadership position.

As a key member of our team, you will help strengthen client relationships, support business growth, and contribute to Normacs continued expansion across Canada. This is an exciting opportunity to make a meaningful impact while advancing your professional career.

Education Requirements

• Bachelors degree preferred.
• Business diploma or an equivalent combination of education and experience will be considered.

Experience Guidelines

• 35 years of experience in client service, account management, customer success, or a related field.
• Demonstrated leadership experience, including coaching, mentoring, or developing employees.
• Proven ability to build and maintain strong client relationships.
• Experience supporting client retention, renewal, or customer satisfaction initiatives.
• Strong operational and process improvement background.

Key Responsibilities

• Manage and oversee Normacs client renewal and retention program.
• Participate in strategic planning initiatives and contribute to business growth objectives.
• Lead and support regional client retention efforts.
• Provide guidance, coaching, and support to Client Services team members.
• Foster strong relationships with clients through ongoing communication and service excellence.
• Identify opportunities to improve client experience, retention, and operational efficiency.
• Support departmental projects and initiatives as assigned by the Director, Client Services.

Core Competencies

• Leadership and people development.
• Performance management.
• Operational leadership.
• Process improvement and optimization.
• Strategic thinking.
• Cross-functional collaboration.
• Business acumen.

Skills & Qualifications

• Proven ability to build and maintain strong client relationships through proactive communication and follow-up.
• Positive, energetic, and professional attitude with a genuine commitment to client satisfaction.
• Excellent interpersonal, verbal, and written communication skills, including strong presentation abilities.
• Exceptional attention to detail and the ability to manage multiple priorities simultaneously.
• Demonstrated success in meeting or exceeding goals and performance targets.
• Self-motivated and results-driven, with the ability to work independently and collaboratively.
• Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
• Experience using CRM software is considered an asset.

What We Offer

Normac is a forward-thinking employer dedicated to creating a positive, supportive, and collaborative work environment. We offer a competitive salary, hybrid work setup, engaging team events, and opportunities for career growth and development.

Our commitment to employee success includes regular performance and compensation reviews, professional development opportunities, and a culture where ideas and people matter.

Every team member contributes to and benefits from our shared success.

As Canadas premier insurance appraisal company, Normac is recognized for its high standards, exceptional service, and professionalism. With a prestigious client base and a strong commitment to delivering value, we continue to experience significant growth and strengthen our position as an industry leader.

Benefits

• Group benefits, including an Employee Assistance Program (EAP)
• Group RRSP matching program
• Three weeks of paid vacation
• Additional paid time off during the Christmas holiday season
• Paid birthday off
• Paid sick and personal days
• Employee rewards and recognition program
• Education assistance allowance
• Employee referral program

How to Apply

Please submit your resume, cover letter, salary expectations, and responses to the pre-screening questions through BambooHR.

Applications will be accepted until the position is filled or the posting is removed.

We thank all applicants for their interest in Normac. However, only candidates selected for an interview will be contacted.

Equal Opportunity Employer

Normac is an equal opportunity employer and is committed to fostering an inclusive, accessible, and respectful workplace. We prohibit discrimination based on age, colour, disability, national origin, race, religion, sex, sexual orientation, gender identity, or any other protected characteristic in accordance with applicable laws.

Compensation

Salary Range: $60,000$75,000 annually, based on experience.