Director Of Client Relations

Teldon Media Group (Teldon) was established in 1969 in Vancouver, BC and our history is firmly rooted in the production of personalized promotional wall calendars - our innovative design and outstanding quality redefined the industry standard and is now the keystone of the company’s growth. With over 50 years of industry-leading expertise, Teldon works with many Fortune 500 companies and individuals throughout North America to help businesses connect with their clients, agents, dealers, and prospects.

In 2018, we added By Design Publishing to our company portfolio. By Design Publishing provides exceptional print and online personally branded content solutions that help real estate agents stand out from the competition. Their innovative approach to branding and marketing empowers agents to build stronger customer relationships and generate valuable referrals.

As the Director of Client Relations, you will be instrumental in upholding our unwavering commitment to customer service and driving revenue growth. You will provide leadership and support to a team of passionate sales and customer service professionals, inspiring them to exceed targets and deliver exceptional results. With a sharp focus on coaching, training, and mentorship, you will create a culture of excellence, developing your team's skills and driving their personal and professional growth. You'll be responsible for setting department objectives, analyzing performance metrics, and identifying opportunities to optimize internal processes.

If you're ready to take charge of a motivated and results-driven team and have a quantifiable impact on the success of our business, we can’t wait to hear from you!

This role will manage two cross-border teams in Canada and the US, requiring strong relationship-building skills and a balanced approach to achieving department objectives. This position requires a flexible schedule and regular travel within North America for in-person support and industry events.

What We Offer:

• Attractive compensation package with a competitive salary and performance-based bonuses.
• Continuous support and mentorship from other members of the leadership team to help you achieve your personal and professional goals.
• A comprehensive extended benefits package from day one
• An employer matching RRSP program
• Annual Health Spending Account
• Vibrant company culture and energetic office environment with a positive attitude towards work and play.
• Convenient perks including free onsite parking and a fully equipped gym to help you stay active and energized.

Key Responsibilities and Duties:

• Collaborate closely with the leadership team to drive success and spearhead various initiatives
• Lead individual and team meetings to communicate targets, goals, new program launches, and educate on best practices
• Proactively identify areas of improvement and suggest innovative ideas and execution strategies
• Complete additional duties as assigned to meet business objectives
• Continually develop knowledge of the products and services being offered and have a working knowledge of the industry’s climate and competition
• Build and maintain strategic relationships with internal and external stakeholders
• Engage in professional development opportunities and represent our brands at trade shows throughout Canada and the US, building strong relationships with industry professionals
• Develop and implement success strategies for customer service and sales departments to achieve objectives and maximize revenue
• Work with Human Resources to recruit, onboard, and train new team members
• Continuously track and analyze department statistics, including sales and service targets, call volume and assignments, and production targets
• Manage and oversee the sales and customer service teams for Teldon and By Design Publishing
• Lead, motivate, and empower team members through feedback, training, development, and mentorship, ensuring effective and consistent communication across the teams
• Evaluate and monitor team member performance, provide regular effective feedback to improve skills and knowledge, and take corrective action when needed
• Take ownership of mail vendor claims and annual payment reconciliations
• Manage department budgets, client prepayment cash flow, and track expenses
• Handle escalated calls from clients and manage issues with optimum levels of quality and service
• Oversee quality of work to ensure team members are following client/program guidelines
• Implement Key Performance Indicators (KPI’s) and success strategies to ensure targets are exceeded

Required Skills and Experience:

• Pragmatic creative thinker
• Exceptional organizational and time management skills and ability to work in a fast-paced environment
• Must possess a valid passport and be able to travel frequently in Canada and the US
• Proficiency in MS Office Suite and CRM programs (Salesforce experience is a strong asset)
• Willingness to embrace company culture and values
• Effective problem-solving ability and analytical skills
• Proven ability as a hands-on leader with strong people management and coaching skills
• Previous experience working in the print marketing industry is a strong asset
• Proven sales and customer service experience and knowledge of best practices
• Strong written and verbal communication skills in English
• 3+ years of managerial experience in a call center or similar role
• Possess a positive and goal achieving attitude and passion for continuous improvement
• Strong knowledge of performance evaluation techniques and sales/customer service metrics

We thank all candidates for their interest in this position. Only those individuals selected for an interview will be contacted.