Client Success Manager

at Shoppers Drug Mart / Pharmaprix
Location North York, Canada
Date Posted September 23, 2022
Category Call Centre / CustomerService
Job Type Permanent


Referred applicants must not apply directly to this role. All referred applicants must use their unique referral link generated when they are referred by an existing colleague.


243 Consumers Road, Toronto, Ontario, M2J 4W8

At Shoppers Drug Mart, we're innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we're caring and supporting our customers in new ways every day.
With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it's a great place to work. We're committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

Why this role is important?

Client Success Manager

We are a leader in retail and pharmacy. Well-known and convenient, with an extensive store network servicing the needs of Canadians.

We are a Canadian success story of 50 years, created by recognizing needs, building relationships and focusing on doing what's needed for our patients and customers.

And right now, that means providing more ways to care through our pharmacy services.

Our Pharmacy team at our Central office drives the strategy and service planning for our store pharmacies, to ensure our patients get the best and most innovative services to help them with their healthcare needs.

We help ensure Shoppers remains a leader in retail pharmacy, innovating new product and service offerings on a national and provincial stage, setting strategy, taking smart risks and responsibility for our recommendations, and getting things done.

Shoppers Drug Mart is one of the most recognized and trusted names in Canadian retailing, with over 1,200 Shoppers Drug Mart and Pharmaprix stores in each province and three territories. We are one of the most convenient retailers in Canada, proudly serving Canadians who believe being healthy means looking and feeling good.

The Health Solutions team works collaboratively with Canada's leading employers, insurance companies, and benefits advisors to drive innovation in drug plan management and employee wellness. In the face of rising benefit plan costs, employers must look for innovative solutions that manage costs and prioritize employee productivity, experience, and wellbeing.

The Health Solutions team leverages Shoppers/Loblaw's strong industry partnerships, drug expertise, and unmatched retail assets to deliver programs that enable employers to provide their employees with the solutions they need to live life well.

We are hiring a Client Success Manager.

Reporting to the Senior Director, Workplace Wellbeing Product (Health Solutions), the Client Success Manager will drive and manage the implementation of the Wellbeing portfolio of products and services by liaising with external clients and internal SDM teams to ensure successful launches and best possible experience with clients.

The Client Success Manager supports the Business Development team with onboarding new customers to the portfolio of Wellbeing Products.

Essential Duties and Responsibilities:

In collaboration with Senior Product Managers and Directors of Business Development, manage client onboarding and relationship management.

Grow revenue by recognizing clients that have the ability for add on/upsell activities and maintain revenue by managing client retention and renewal activities in collaboration with Business Development teams
Be a client advocate while capturing client feedback and reporting and prioritizing requests to our Product Management team
Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes and products
Proactively address client risks based on product usage trends and key performance indicators
Solicit client feedback and work with internal partners to help drive product and operational improvements to enhance the overall Customer Experience
Manage and negotiate the renewal process when needed
Coordinate contracting and delivery of additional ad-hoc services
Act as the key liaison between external clients / partners and all internal cross-functional teams, including leading client and select partner meetings
Lead the onboarding of new clients and partners for all products in portfolio working closely with internal product and business development teams
Work closely with Product Development and Business Development to gain and provide client input/feedback to be incorporated into the enhancement and development of programs and services
Be the key point of contact for issue resolution with internal teams across the organization
Ensure clients and BD stay up to date on product changes by engaging closely with the Product & Clinical teams and understand the user and client perspective on enhancements/changes
Lead the preparation and delivery of employee engagement & experience presentations such as quarterly webinars for assigned accounts.
Draft quality and timely reports, sharing results with business leaders identifying insights, trends, opportunities and risks
Develop, maintain, and report on service level metrics
Work with Health Solutions team & Finance to provide forecasts on spend by period and support with monthly financial reporting on our services and products
Oversee invoicing and providing support to team, as needed
Support portfolio management, including
Manage product growth, cross-sell/upsell opportunities, retention risks and account renewals.
Collaborate with Marketing, other business units, and external agencies to support client communications
Lead all employee and client communications with the aim of achieving and maintaining high engagement and utilization for all clients with all products in portfolio


University degree in business or healthcare field preferred
3-5 years of client management and/or product management experience
2+ years of private payor benefit management experience preferred
Demonstrated planning, project management and organizational skills, strong Excel skills
Proven client, partner or store relationship management and customer service capabilities
Ability to effectively communicate ideas and create at all levels of the organization
Quick learner: eagerness to learn and ability to rapidly assimilate new concepts and idea
Self-starter: demonstrated initiative and ability to prioritize
Highly organized and efficient with exceptional follow through
Desire and ability to negotiate and communicate with clients
Creative thinker with content development, strong PowerPoint skills
Delivers results in a high-pressure environment with the ability to set priorities and meet challenging deadlines

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through Academy .

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

How You'll Succeed:

At Shoppers Drug Mart Inc. , we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.

Employment Type:

Full time

Type of Role:


Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation's evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct - it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

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