Senior Account Director

Role Overview

• Own and grow a portfolio of strategic accounts in Canada, including some of CORA Loyalty’s most important and complex client relationships.
• Act as the senior commercial and strategic lead for named accounts, building trusted relationships with executive sponsors and key stakeholders across marketing, digital, loyalty, operations, finance, procurement, and partner teams.
• Develop and lead robust account plans covering client objectives, programme performance, stakeholder mapping, renewal strategy, risk management, expansion opportunities, and executive engagement.
• Drive strong retention, renewal, and expansion performance across the portfolio, with clear accountability for commercial outcomes and long-term account value.
• Lead quarterly business reviews, executive reviews, governance forums, and strategic planning sessions with clients, ensuring CORA Loyalty is positioned as a trusted adviser rather than a reactive supplier.
• Partner closely with delivery, product, analytics, support, finance, and leadership teams to ensure commitments are met, issues are resolved quickly, and growth opportunities are pursued with discipline.
• Identify and convert cross-sell and upsell opportunities across the CORA Loyalty portfolio, aligning solutions to client priorities and business cases.
• Dedicate roughly 20% of role focus to business development activity, centred on partner-sourced growth, reseller relationships, strategic introductions, selective new logo pursuits, and market development activity.
• Help shape how CORA Loyalty works with global partners, resellers, agencies, distributors, and strategic alliances, particularly where those relationships can unlock growth beyond Canada.
• Support commercial negotiations, renewal discussions, proposal development, scope shaping, and contract strategy in conjunction with leadership and relevant functional teams.
• Serve as a senior escalation point for strategic accounts, balancing client advocacy with commercial rigour and delivery realism.
• Support and potentially lead members of the account management team in Canada, acting as a coach, mentor, and operating leader as the function grows.
• Raise the standard of account management discipline across the business through stronger planning, forecasting, stakeholder management, governance cadence, and commercial visibility.
• Represent the voice of the customer internally, helping influence product direction, service improvement, and go-to-market thinking.

Requirements

• 10 to 15+ years of experience in strategic account management, client leadership, enterprise sales, customer success, consulting, or related commercial roles within loyalty, SaaS, MarTech, payments, commerce, incentives, or adjacent technology-enabled services.
• Significant experience leading large, complex, multi-stakeholder accounts, ideally including multinational or multi-region clients.
• Strong track record of retaining, growing, and deepening enterprise client relationships, including renewals, upsell, cross-sell, and strategic account development.
• Experience engaging credibly with senior client stakeholders, including C-suite and executive-level sponsors.
• Demonstrated ability to lead account strategy while co-ordinating delivery, product, support, analytics, and commercial teams in a matrixed environment.
• Experience working with complex commercial structures, including MSAs, SOWs, renewals, pricing discussions, procurement processes, and contract negotiations.
• Exposure to partner, reseller, channel, or alliance-based growth models, with the judgement to know when those motions create value and when they merely create noise.
• Strong leadership instincts, with experience coaching, mentoring, or managing account managers or adjacent client-facing teams.
• High commercial acumen, strong written and verbal communication, and the executive presence to lead critical conversations internally and externally.
• Ability to operate with autonomy, structure ambiguity, and maintain clear priorities across a demanding portfolio.
• Strong command of CRM, pipeline discipline, forecasting, and account reporting.

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development