Director – Client Relationships & Client Experience - Ottawa

The Director – Client Relationships & Client Experience is responsible for business development, client retention, and strategic account management within the assigned territory, with a primary focus on the Ottawa and Eastern Ontario market.

This role plays a central part in expanding Groupe ABS’s market presence in Ontario, developing long-term relationships with public and private sector clients, and positioning the firm as a trusted technical partner in geotechnical, environmental, materials testing, and related engineering services.

The incumbent acts as a key point of contact for strategic clients, proactively identifies and drives new business opportunities, supports proposal development, and contributes to the overall quality of the client experience. The role also includes involvement in accounts receivable follow-up and dispute resolution, in collaboration with internal technical and management teams.

Business Development & Market Growth

• Lead business development efforts in the Ottawa and Eastern Ontario region, with a strong focus on public sector, infrastructure, real estate development, transportation, and industrial projects;
  
• Identify, pursue, and develop new client relationships and business opportunities, from early-stage prospecting through contract award;
  
• Maintain active intelligence on upcoming construction projects, tenders, and procurement opportunities across relevant markets;
  
• Evaluate and recommend opportunities for new markets, services, and technical capabilities aligned with Groupe ABS’s strategic objectives in Ontario;
  
• Represent Groupe ABS at industry events, conferences, professional associations, and networking activities to strengthen brand visibility and credibility in the region.
  

Client Relationships & Experience

• Act as primary relationship manager for selected strategic clients in Ontario;
  
• Ensure a high-quality, consistent, and professional client experience across all service lines;
  
• Participate in the assessment of client satisfaction and contribute to the implementation of improvement initiatives when required;
  
• Collaborate closely with technical directors and project managers to align client expectations with scope, schedule, budget, and deliverables.
  

Proposal Development & Internal Coordination

• Contribute to the development, coordination, and presentation of proposals, including defining strategy, value proposition, and client messaging;
  
• Foster strong collaboration and synergy between Groupe ABS’s various technical disciplines and offices to support cross-selling and integrated service offerings;
  
• Support internal teams by sharing market intelligence, client feedback, and competitive insights.
  

Leadership, Support & Risk Management

• Act as a mentor to technical staff by supporting the development of client-facing, communication, and relationship management skills;
  
• Stay informed of any potential project issues or disputes (budget, schedule, scope, or quality) and coordinate with relevant technical directors to identify and propose optimal solutions;
  
• Participate, as needed, in accounts receivable follow-up and dispute resolution, in collaboration with finance and management.
  

Other

• Perform any other related duties required to support business development and client relationship objectives.
  
  

• Bachelor’s degree in Engineering, Geology, or a related technical discipline;
  
• Minimum of five (5) years of experience in professional services, preferably in engineering consulting or a related technical environment;
  
• Demonstrated experience in business development, client relationship management, or strategic account management;
  
• Strong understanding of the Ontario consulting engineering market, particularly in the Ottawa / Eastern Ontario region (an asset);
  
• Excellent interpersonal, communication, planning, and organizational skills, with the ability to manage multiple priorities simultaneously;
  
• Ability to quickly develop a solid understanding of Groupe ABS’s services and technical capabilities;
  
• Collaborative mindset with the ability to influence and mobilize multidisciplinary teams;
  
• Strong client-service orientation and high professional ethics;
  
• Excellent problem-solving skills and sound judgment;
  
• Strong analytical and writing skills;
  
• Proficiency in English required; bilingualism (English/French) considered an asset.
  

• Flexible schedule;
  
• Various shifts available (day, evening, weekend) with eligible incentive;
  
• Competitive salary and possibility for overtime;
  
• Benefits from day 1 (group insurance | RRSP | virtual medicine, available 24/7 | EAP);
  
• Deferred Profit Sharing Plan (DPSP);
  
• Recognition: any time is a good time to celebrate!
  
• Several committees in place for social activities!