Strategic Client Relationship Manager

In account management, the relationship is everything. Every moment either deepens that relationship or quietly erodes it. There is no neutral.

Encore has held an average client retention of 15 years. That only happens with trust, and we are looking for someone who can build it and maintain it.

As Account Manager, you are the trusted strategic partner to a portfolio of clients and the central relationship across every stakeholder in their travel program: executives, procurement, finance, travel arrangers, and travelers themselves. You own the relationship, protect the program, and connect the internal teams to deliver what the client actually needs, not what was last quoted.

Encore runs complex, high‑stakes corporate travel programs for clients across North America, with deep specialization in financial services. This is not a service‑desk role. It is a strategic role. You lead the account, shape the program, and carry the voice of the client into every internal conversation that affects them.

• Own the client relationship across every stakeholder.
• Build trust and tailor your cadence to each stakeholder’s needs.
• Act as the client’s voice in every internal conversation that affects them.
• Run ongoing discovery to understand how the client’s business is changing, what their goals are, and where the program is either keeping up or falling behind.
• Build and execute a strategic account plan for each client.
• Analyze program data and translate it into actionable insights.
• Guide clients through adoption of new technologies and policy updates without making it feel like change for the sake of change.
• Facilitate collaboration across operations, technology, finance, supplier relations, and customer support.
• Lead Quarterly Business Reviews that make the value of the program visible.
• Monitor account health against KPIs and client‑specific metrics.
• Identify savings, efficiencies, and improvements the client has not yet asked for.
• Produce program summaries and dashboards that read as decisions, not data dumps.
• Intervene before issues become escalations and drive corrective actions.
• Identify where Encore can add value the client has not yet asked for.
• Support RFPs and renewals with depth gained from truly knowing the program.

• Proven ability to build trust‑based relationships with senior stakeholders across executive, procurement, HR, and operational functions.
• Ability to communicate effectively, briefing a CFO, partnering with a procurement lead, and reassuring a traveler in the same afternoon, in writing and in conversation.
• Analytical discipline to read program data and surface what matters.
• Organizational judgment to manage multiple accounts and competing priorities at the pace the work demands, while keeping detail in focus.
• Commercial fluency to negotiate contracts and supplier agreements that protect the client’s value.
• Ownership instinct to identify what a client needs before they ask and to drive it forward without being assigned.
• English fluency, given frequent communication with a predominantly English‑speaking client base located outside Quebec.

• Bilingual fluency in English and French.
• Background in corporate travel, Meetings and Events, or a comparable client‑facing role in a regulated or high‑stakes vertical.

The clients Encore serves are demanding in the right ways. They expect their account manager to know the program better than they do, to think proactively, and to define the next step before they have to ask for it. The people who do their best work here find that energizing, not exhausting, and take ownership of the outcome regardless of where the problem started.

En gestion de comptes, tout repose sur la relation. Chaque échange la renforce ou l’affaiblit. Il n’y a pas d’entre‑deux.

En tant que Gestionnaire stratégique des relations clients, tu deviens le point de repère de chaque client dans ton portefeuille. Dirigeant.e.s, équipes d’approvisionnement, finances, de voyages, voyageur.se.s, tu connais tout le monde, tu navigues entre eux avec aisance, et tu t’assures que le programme livre ce dont le client…