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Encore Travel

Strategic Client Relationship Manager

Montreal, QC, H4C 3J9, Canada

Job type: Full-time
Posting language: English · French
Posted: Sep 23, 2026

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Original job description

English section of this bilingual listing.

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.

The Role

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. You protect the program. You connect the internal teams behind it 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, you shape the program, and you carry the voice of the client into every internal conversation that affects them.

What You'll Do

Own the client relationship across every stakeholder.

You are the primary point of contact and the strategic advisor, but the relationship is broader than that. You build trust. You tailor your cadence to what each stakeholder needs to stay informed and confident in the program. Internally, you are the voice of the client in every conversation that affects them.

Develop the program with intent.

You 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. You build and execute a strategic account plan for each client. You analyze program data and translate it into insights they can act on. You guide them through the adoption of new technologies and policy updates without making it feel like change for the sake of change.

Orchestrate the teams behind the work.

The client experiences one Encore. You are the person who makes that true. You facilitate collaboration across operations, technology, finance, supplier relations, and customer support, and you lead Quarterly Business Reviews that make the value of the program visible. The work behind the scenes is complex. What lands in front of the client is clarity.

Measure what matters and report it well.

You monitor the health of every account against KPIs and client-specific metrics. You identify savings, efficiencies, and improvements the client has not yet asked for. You produce program summaries and dashboards that read as decisions, not data dumps. You stay close enough to compliance, satisfaction, and overall program performance to know what is happening before it shows up in a report.

Resolve problems before they become escalations.

You see issues early because you are close to the work. You intervene before they reach the client desk. When something does escalate, you manage it with calm and accountability. You drive corrective actions that prevent the same problem from happening twice.

Grow and protect the account.

You identify where Encore can add value the client has not yet asked for. You strengthen retention through the standard you hold, not the contracts you renew. When RFPs and renewals come up, you support them with the depth that comes from actually knowing the program.

Requirements

Required

Proven ability to build trust-based relationships with senior stakeholders across executive, procurement, HR, and operational functions, becoming the advisor they call before a problem becomes a problem.
The communication range to brief a CFO, partner with a procurement lead, and reassure a traveler in the same afternoon, in writing and in conversation.
The analytical discipline to read a program's data and surface what matters, not just what is there.
The organizational judgment to manage multiple accounts and competing priorities at the pace the work demands without losing the detail that matters.
Commercial fluency to negotiate contracts and supplier agreements that protect the client's value.
The ownership instinct to identify what a client needs before they ask, and to drive it forward without waiting to be assigned.
English fluency, given frequent communication with a predominantly English-speaking client base located outside Quebec.

An asset

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.

Who Thrives Here

The clients Encore serves are demanding in the right ways. They expect their account manager to know the program better than they do. They expect proactive thinking, not status updates. They expect the next step to be defined before they have to ask for it.

The people who do their best work here are the ones who find that energizing, not exhausting. They take ownership of the outcome regardless of where the problem started. They close the day knowing every account they touched was handled with care.

If you measure a good day by what your clients did not have to chase you for, and you find the long relationship more interesting than the new logo, this is where you belong.

Read the full bilingual original

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.

The Role

What You'll Do

Own the client relationship across every stakeholder.

Develop the program with intent.

Orchestrate the teams behind the work.

Measure what matters and report it well.

Resolve problems before they become escalations.

Grow and protect the account.

Requirements

Required

Proven ability to build trust-based relationships with senior stakeholders across executive, procurement, HR, and operational functions, becoming the advisor they call before a problem becomes a problem.
The communication range to brief a CFO, partner with a procurement lead, and reassure a traveler in the same afternoon, in writing and in conversation.
The analytical discipline to read a program's data and surface what matters, not just what is there.
The organizational judgment to manage multiple accounts and competing priorities at the pace the work demands without losing the detail that matters.
Commercial fluency to negotiate contracts and supplier agreements that protect the client's value.
The ownership instinct to identify what a client needs before they ask, and to drive it forward without waiting to be assigned.
English fluency, given frequent communication with a predominantly English-speaking client base located outside Quebec.

An asset

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.

Who Thrives Here

If you measure a good day by what your clients did not have to chase you for, and you find the long relationship more interesting than the new logo, this is where you belong.

Français

En gestion de comptes, tout repose sur la relation.

Chaque échange la renforce ou l'affaiblit. Il n'y a pas d'entre-deux.

Encore fidélise ses clients en moyenne depuis 15 ans. Ce n'est pas un hasard ; c'est le résultat d'une confiance bâtie et entretenue avec soin. C'est exactement ce qu'on cherche ici.

Le rôle

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, organisateur.trice.s 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 a réellement besoin.

Encore gère des programmes de voyage d'affaires complexes pour des organisations à travers l'Amérique du Nord, avec une expertise marquée dans les services financiers. Ce rôle n'est pas de la gestion de service, c'est de la stratégie. Tu mènes la vision du compte, tu façonnes le programme dans le temps, et tu te fais la voix du client dans chaque décision interne qui le touche.

Les responsabilités

Être la présence que le client ne remet jamais en question.

La confiance ne se déclare pas, elle se construit, interaction par interaction. Tu adaptes ta façon de communiquer à chaque interlocuteur.trice : ce qu'un.e CFO a besoin d'entendre n'est pas ce qu'un.e voyageur.se a besoin de sentir. En interne, tu portes la perspective du client aussi naturellement que s'il.elle était dans la salle.

Faire évoluer le programme avec intention.

Tu restes curieux.se de ce qui change chez le client, ses priorités, ses contraintes, ses angles morts. Tu transformes les données du programme en recommandations qu'on peut agir, pas en tableaux qu'on archive. Tu anticipes les ajustements à faire, et tu les proposes avant qu'on te les demande.

Faire travailler les équipes ensemble.

Le client vit une seule expérience Encore. Toi, tu vois toute la machinerie derrière. Tu coordonnes opérations, technologie, finances, fournisseurs et soutien client pour que cette expérience soit fluide, et tu animes des bilans trimestriels qui rendent la valeur du travail visible, pas seulement mesurable.

Lire les signaux avant qu'ils deviennent des alertes.

Tu surveilles la santé de chaque compte de près. Tu repères les économies possibles, les inefficacités qui s'installent, les occasions que le client n'a pas encore identifiées. Ce que tu livres comme bilan se lit comme une conversation stratégique, pas comme un rapport de conformité.

Désamorcer les problèmes tôt.

Tu es assez proche du terrain pour voir ce qui arrive avant que ça n'arrive. Quand quelque chose dérape malgré tout, tu gères avec calme, tu assumes, et tu t'assures que ça ne se reproduit pas.

Protéger et développer ce que tu as bâti.

La rétention, ici, se gagne par la qualité du travail au quotidien, pas lors du renouvellement. Tu identifies où Encore peut apporter plus, avant que le client ne le formule. Et quand vient le temps des appels d'offres, tu arrives avec la profondeur de quelqu'un qui connaît vraiment le programme.

L'expertise requise

Essentiel

Un historique de relations solides avec des parties prenantes senior (direction, approvisionnement, RH, opérations) et la réputation d'être la personne qu'on appelle avant qu'un problème en soit un.
Un registre de communication qui s'adapte naturellement : stratégique avec un.e dirigeant.e, opérationnel.le avec une équipe terrain, rassurant.e avec un.e voyageur.se.
Une vraie aisance avec les données, pas pour tout rapporter, mais pour faire ressortir ce qui mérite attention.
L'habitude de jongler avec plusieurs comptes et des priorités qui bougent, sans perdre le fil de ce qui compte vraiment.
La maîtrise commerciale pour négocier contrats et ententes fournisseurs avec une priorité claire : protéger la valeur du client.
L'instinct d'agir avant qu'on te le demande : identifier un besoin, le formuler, le faire avancer.
Maîtrise de l'anglais, compte tenu d'une clientèle majoritairement anglophone à l'extérieur du Québec.

Un plus

Bilinguisme anglais-français.
Une expérience en voyage d'affaires, en réunions et événements, ou dans un rôle client similaire dans un secteur réglementé ou à enjeux élevés.

Qui s'épanouit ici

Les clients d'Encore ne veulent pas être gérés. Ils veulent être compris. Ils veulent sentir que quelqu'un connaît leur programme aussi bien qu'eux, voire mieux. Et ils remarquent, très vite, quand ce n'est pas le cas.

Les gens qui durent ici sont ceux qui trouvent l'engagement au client naturel. Pas parce que c'est facile, mais parce que c'est ce qui les anime. Ils n'attendent pas qu'on leur confie un problème pour s'en occuper. Et à la fin de la journée, ce qui compte pour eux, c'est la qualité de ce qu'ils ont laissé derrière.

Si ça te parle, on aimerait faire connaissance.

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More about this job

Responsibilities

The Strategic Client Relationship Manager acts as the primary point of contact and strategic advisor for a portfolio of corporate travel clients. They are responsible for orchestrating internal teams, analyzing program data to drive insights, and ensuring high levels of client retention through proactive relationship management.

Requirements

Candidates must possess a proven ability to build trust-based relationships with senior stakeholders and demonstrate strong analytical and commercial fluency. Experience in corporate travel, meetings and events, or a comparable high-stakes client-facing role is required, along with excellent communication skills in English.

Skills

Account management
Strategic planning
Stakeholder management
Data analysis
Client retention
Contract negotiation
Corporate travel management
Relationship building
Financial services
Project management
Communication
Problem solving
KPI monitoring
Business reviews
Strategic advisory

Visa sponsorship

Not detected in the job text

Keywords

Account Management
Strategic Planning
Corporate Travel
Client Retention
Stakeholder Management
Financial Services
Data Analysis
Contract Negotiation
KPIs
Business Reviews
Strategic Advisor
Procurement
Relationship Management
Program Management
Client Discovery
Supplier Relations
Customer Support
Compliance
Strategic Account Plan
Bilingualism

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