Client Experience, Customer Success

Position: Senior Client Experience Manager
Organization: Real Food For Real Kids
Location: Toronto, Ontario

Department: Client Experience & Growth
Reports To: Director of Client Experience & Growth
Direct Reports: Team of Client Experience Coordinators

Works Closely With: Client Experience Managers, Operations, Finance, Talent, Training & Culture, Clients
Job Status: Full Time, Permanent, Salaried
Work Hours: Monday–Friday, 9:00 a.m.–5:00 p.m., with flexibility as required for evening events
Work Location: Hybrid - onsite 3+ days/week, with regular onsite collaboration at RFRK facilities and client visits
Compensation: $75,000-$85,000 per year, based on experience

About Real Food For Real Kids:

Real Food for Real Kids (RFRK) is a growing company on a mission to make real food the standard rather than the exception. A multiple award-winning company recognized for excellence and innovation, we’re a leading healthy catering company for childcare centres, schools and camps. RFRK proudly serves nutritious meals and snacks to thousands of children throughout the Greater Toronto & Hamilton Area every day. We’re well-poised for growth into new markets and planning for significant expansion over the coming years.

Our Client Experience & Growth team is looking for a fantastic person to join us as a Senior Client Experience Manager. If you like the sound of us so far, keep reading to see if you have the experience and skills needed for this rewarding role!

The Position

The Senior Client Experience Manager is a motivated people-person with experience leading teams to meet customer success metrics. Reporting to the Director of Client Strategy & Growth, and working alongside other Client Experience Managers, you are responsible for consistently improving client satisfaction and engagement, building a strong team, and improving internal processes. You provide information about our customers to our internal operations teams, advocating for client needs and offering strategic solutions aligned with the company’s operational objectives.

Client Experience Management

• Lead a high-performing Client Experience & Growth team dedicated to delivering outstanding service, communication, and problem resolution, with ownership over complex escalations
• Maintain RFRK’s Client Experience Philosophy, ensuring a consistent, values-driven experience across all touchpoints.
• Direct ownership of key strategic accounts.
• Manage proactive client engagement programs, onboarding frameworks, and satisfaction measurement systems
• Ownership of CRM workflows, dashboards, and data governance.
• Support Director with departmental budgeting.

Client Experience Strategy & Optimization

• Own and drive the client experience strategy, ensuring alignment with business priorities, growth objectives, and client needs.
• Lead initiatives to optimize the end-to-end client journey by identifying inefficiencies, reducing friction, and improving consistency across touchpoints.
• Identify and implement automation opportunities to streamline CX processes, increase scalability, and reduce manual effort, in partnership with Operations and Technology teams.
• Translate client insights, data, and performance metrics into actionable strategies, roadmaps, and measurable outcomes.
• Lead cross-functional CX projects from concept through delivery, including scoping, prioritization, execution, and post-implementation evaluation.

People Leadership & Culture

• Ensure team members are equipped with the training, systems, and tools needed for exceptional service delivery.
• Build, mentor, and empower the team to deliver measurable outcomes and embody RFRK’s values.
• Accountable for managing team structure and ongoing resourcing plans, including talent development and succession planning
• Set and track clear team and individual goals; ensure alignment with company priorities.
• Foster collaboration, accountability, and innovation within the department
• Champion inclusion, engagement, and professional development for all team members.
• Lead through transparency, communication, and trust, inspiring others to thrive in a fast-paced, mission-driven environment.

About You

Must-haves

• College diploma or bachelor's degree
• Minimum 5 years’ experience leading customer success teams
• Proven account management or B2B sales experience
• Experience with CRM platforms (e.g., HubSpot, Salesforce, Monday.com) and automation workflows
• Exceptional communicator - written, verbal, and visual - with influence across teams and amongst clients.
• Ontario Driver’s License in good standing
• Computer skills, including Google Apps, Microsoft Office Suite
• Comfortable working in database systems including ERP’s

Skills & Personal Attributes

• Creative and solutions-oriented with a bias for action and measurable results.
• Passionate about food, health, and making a meaningful community impact.
• Flexible, resilient, and motivated to thrive in a fast-paced, growth-oriented environment.

Working at RFRK comes with other perks too:

Benefits & Savings Programs

• Group Health Plan including $500 Health Spending Account
• Employee Savings Program (RRSP and RESP Matching)
• Profit-Sharing Program
• Employee & Family Assistance Program
• Wellness Spending Account

Time Off

• Begin with three weeks of vacation and unlock additional weeks as you achieve service milestones
• 8 paid sick and wellness days per year

Continuous Growth

• $500 each year towards professional development
• Mentorship program

This position is being advertised because the role is currently vacant and requires staffing. As required under Ontario’s employment-standards regulations, this publicly advertised posting is for an existing vacancy. Interested applicants are welcome to submit their application for consideration.

To apply, please upload your résumé and cover letter, including salary expectations, explaining why you’d be a great fit for this role. Please note: We strongly encourage applicants to submit a cover letter when applying for this role. If you meet almost all of the requirements and are not sure if you should apply, apply anyway! We may see something special in your application that sets you apart from the rest.

Apply here: https://jobs.dayforcehcm.com/en-CA/rfrk/CANDIDATEPORTAL/jobs/116

Real Food for Real Kids is an equal opportunity employer. We value diversity and inclusion in our workplace and at all levels of our organization. We strongly encourage applications from diverse backgrounds and communities.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

No phone calls, emails or drop in visits, please. We’ll contact applicants who fit the bill, and invite them in for an interview.

We appreciate the interest from the Staffing industry; however respectfully request no calls or unsolicited resumes from Agencies.

Please note: As part of our recruitment process, we use automated tools and artificial intelligence technologies to assist with application review. These tools are used to support, not replace, the hiring team’s evaluation of your qualifications and fit for the role.

Thanks for your interest in Real Food for Real Kids!

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