THE ‘ONE BAD DECISION’ ROLE: OTE: $237,500 – $287,500 (USD)


On my 13th birthday …  my parents woke me up and told me to go have a peek inside the garage. I threw open the door and there she was … the Raleigh BMX Burner I’d dreamed of for … well, … forever!

My prayers had been answered!
Ocean Blue … with ‘rat-trap’ pedals and 5-star yellow spoke rims!

I laced up my North Star sneakers … and took that horse for a ride! Cruising down the street … nodding at the neighborhood kids … I was sure every single one of them was green with envy!

Every now and then, I’d see my reflection in a window and was awe-struck by the utter beauty of my new bike.

Long story short … as I passed a group of kids sitting on their porch, I decided it was the perfect time to spit (for no reason at all … other than to demonstrate the level of ‘cool’ I had just ascended to).

Not taking the wind into account, that spit twirled gracefully through the air … landing squarely on my shoulder!

Absolutely mortified … and desperately hoping no one had witnessed the result of my ill-fated attempt at coolness, I feverishly wiped at my t-shirt … paying no regard to the direction in which I was heading.

At that point, everything seemed to happen in slow motion … as I clipped the front end of a parked, Chevrolet Monte Carlo and somersaulted across the hood … the new ‘love of my life’ … continued on her own, doomed trajectory.

Now, the kids on the porch may not have seen the event leading up to the accident … but they certainly didn’t miss the resulting ‘carnage’.

Beyond embarrassed, I picked up my bike and limped down the street … dying a little inside, every time I noticed another scratch on my new bike.

The moral of the story?

Even when it seems like you’ve got the world in the palm of your hand … it can take just one bad decision for things to turn ugly – and fast!

What does this have to do with Match and Fable’s latest role?
Nothing really.

That said, my client is looking for a VP, Customer Success who understands the consequences of bad decisions and the importance of considering all variables … when it comes to the customer journey!

NOTE: Client is open to relocating the right person to the Boston area.

SCOPE:                      APPLICATION SOFTWARE


The VP, Customer Success is a vital member of the organization’s leadership team … responsible for directing all facets of Customer Success. From launch to ‘move-forward’ strategy … ensuring success for the organization’s clientele.

You must have the ability (and desire) to pivot between thought leadership … and getting your hands dirty!

You must ‘ooze’ credibility and have experience inspiring confidence & motivation among senior executives.
You’re imaginative … with a fiery determination to solve complex client challenges – globally!

You’ll define, manage and measure all aspects of Client Success, across the organization, driving client satisfaction, retention rates and business growth!

They key measure of success for the VP will be their ability to build and inspire their Customer Success Team with a focus on creating exceptional employee experiences. This will require demonstrated success in hiring, developing and retaining high-performing teams.


  • Lead 4 Director-level reports … cascading into a team of nearly 40 Customer Success professionals
  • Divisions; Customer Success (Enterprise + Mid-Market), Technical Services & Implementation / Launch
  • Engage with senior levels on client-side to ensure they’re realizing a delightful customer experience while achieving anticipated business outcomes (ROI) for their respective organizations
  • Recruit, develop & inspire the division to execute on deliverables with a genuine, customer-centric agenda
  • Drive strategy to achieve measurable customer success, retention & expansion – across customer segments
  • Collaborate with all internal departments (Marketing and Sales) to drive exponential growth
  • Deliver strategic & tactical insight to leadership team via customer feedback, business goals, KPIs & customer analysis
  • Share customer insights with Product Team to stimulate product development and bring innovations to life
  • Manage customer escalations and proactively identify opportunities for continuous improvement


  • Must have worked for ‘top-tier’ organization(s) and have ‘big love’ for Happy Customers … (as well as the experience to know … Happy Customers ain’t enough)!
  • Bachelor’s Degree, (MBA … a huge plus)
  • 10 years’ VP-level experience (minimum) in a senior client-facing position
  • A well respected leader with an executive presence … experienced at driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities
  • A sound, strategic vision for the customer experience, professional services and customer support
  • Exceptional team leadership, coaching & people development skills
  • Strong customer relationship management skills … (at the most senior of levels)
  • Recognize the importance of culture and values in every interaction – both internal & external
  • Naturally inspirational and motivational with a passion for coaching team members, focused on employee experience and engagement
  • Proven success partnering across departments … and managing with influence
  • Excellent customer engagement and problem-solving skills
  • Experience applying change management and business process mapping strategies
  • Travel … approximately 30%


BASE SALARY: $190,000 – $230,000 (USD)
MBO: 25%
ON-TARGET EARNINGS: $237,500 – $287,500 (USD)

INTERESTED?  Then there are 3 things we need from you;

  1. Please send your resume to Mark Krpan at
  2. Ensure the subject line of your email reads ONE BAD DECISION – 23F20MTCHFBL
  3. In a brief email … please tell Mark how your experience fits what we’ve outlined above.

THE ‘MIRACLE’ ROLE (OTE: $175,000 – $185,000+)


Herbert Paul Brooks Jr. was born in Saint Paul, Minnesota in 1937 and had a moderately successful career as a hockey player. However, once he hung up his skates and took a position behind the bench … his name would be etched into hockey history!

On February 22, 1980 … in Lake Placid, New York, the hockey team Brooks had pieced together from a patchwork of American college and other amateur players took to the ice in the semi-final game … against an all-star line up from the Soviet Union.

His group of underdogs pulled-off one of the most miraculous upsets in hockey history.
They defeated the USSR by a score of 4-3 … in what is commonly referred to as … ‘The Miracle on Ice’.

When the host of ABC’s Wide World of Sports, Jim McKay was asked to describe what viewers had just witnessed; he said … “That may be the greatest upset in sports history” … adding it was the equivalent of an all-star football team of Canadian college boys beating the Pittsburgh Steelers – (who had just won their fourth Super Bowl in six years)!

What does this have to do with Match and Fable’s latest role?
Not much … really!

That said … just as Brooks’ clear and competent leadership inspired these young men to accomplish the impossible … our client is looking for strong ‘leadership capacity’ in their next Director, Operations – (and … sprinkling in a few miracles … every now and then, wouldn’t hurt)!


This Director, Operations is ultimately responsible for the operation of 4 manufacturing plants (3 in Ontario and 1 in Quebec. Our client is looking for a ‘hands-on” leader … not an arm chair quarterback!

The mandate is simple:
Ensure all 4 Plants operate at maximum efficiency & productivity, while adhering to all laws, protection of employees’ safety and product safety.



  • Provide operational guidance to Plant Managers and staff – across 4 manufacturing facilities
  • Work with Plant Managers, Supervisors, Engineering and Suppliers to reduce operational cost, utilities and raw materials
  • Along with Plant Managers … determine goals for individual plants and monitor effectiveness
  • Conduct annual performance reviews with the Plant Managers and their supervising staff
  • Monitor daily operational systems and processes of plants versus efficiency goals (adjusting processes, as necessary)
  • Maintain active relationships with all Plant Department Heads … and review KPIs … ensuring goals are met
  • Search for areas of opportunity in reviewing results … to find “tweaks” in processes to bolster performance
  • Provide feedback on union actives and be fully involved in grievances when they reach arbitration


  • HIGHLY PREFERRED: Post-secondary Diploma or Degree in Engineering
  • MUST HAVE: 8+ years’ experience in Senior Management Operational capacity (must have led direct reports)
  • Experienced with Electrical Control Design and PLC software systems
  • Skilled in production, quality, labour management, employee relations, customer relations and finance
  • Proven experience in the ability in plant and process improvements
  • Exquisite time management / planning skills (to implement and complete projects)
  • Budget planning and maintaining
  • Proven experience formulating innovative solutions
  • Excellent communication skills and proven negotiating skills with suppliers and labour / unions
  • Working knowledge of Safety, Environmental and Quality Standards
  • Technical support for plant engineering and maintenance departments
  • Able to balance multiple projects simultaneously … and work under pressure to achieve project completion timelines
  • Ability to travel (not a heavy travel schedule) to all 4 Canadian plants … (and occasionally, to USA)
  • And finally … the ability (and desire) to ‘get the job done’ when extenuating circumstances inevitably arise.


BASE SALARY RANGE: $140,000 – $150,000
ON-TARGET MBO: $35,000 (can earn more, for over achievement)
$175,000 – $185,000
OTHER: benefits + rrsp contribution + company vehicle package (Director Level)


If you ‘tick the boxes’ with respect to the qualifications for this role … the ball is in your court. And … this is what happens next;

1 – Email your resume to Mark Krpan at;
2 – Ensure the subject line of your email reads; MIRACLE – 19J19MTCHFBL
3 – Based on the job description … please tell Mark specifically, what makes you a legitimate contender.

THE ‘PUMPKIN SPICE’ ROLE ($60,000 – $75,000)


With October knocking on the door … it’s that time of year again – isn’t it?
Wherever you turn, you’re reminded of what has quickly become … the ‘flavour of the season’.

And, while this craze may have started with lattes … over the past few years … it has quickly spread to include; biscotti, yogurt, granola and even popcorn spice … to name only a few.

What does this have to do with Match and Fable’s latest role?
Nothing at all.

That said, we figured the title would get your attention … and that’s what we’re in the business of doing – right?



Our client has been in the health, wellness and nutrition industry for decades. They’ve helped countless clients achieve lasting weight loss by providing personal health coaching using natural health products and nutritional consulting.

Focusing on their online e-commerce business and providing many services via phone, email or mobile app; the business is now in need of a talented Sales Manager to help take them to the next level!

Based from offices in the Mississauga / Etobicoke area, the Sales Manager will lead, manage and mentor the sales team. In conjunction with the Marketing group, the Sales Manager will oversee the entire Health and Wellness Centre; dealing with Distributors, creating B2B + B2C sales plans … and improving overall client satisfaction.


  • Drive revenue opportunities by overseeing the development and implementation of sales initiatives, including campaigns, incentives and contests
  • Responsible for achievement of sales performance, creating team ‘vibe’ and maintaining a motivated environment
  • Monitor and enhance performance of Health Coaches, ensuring elite customer service, following up on leads, as well as managing retail & weight loss clientele
  • Analyze sales and customer data via the company’s telecommunications and e-commerce platforms; identifying trends and implementing actions plans based on this data
  • Work with Marketing and Health Coaches to implement strategies and develop sales promotions and SOP’s
  • Strategize and train the Health Coaches to effectively sell programs, products and convert leads to sales
  • Manage customer service inquires and lead generation initiatives
  • Create sales budgets based on expectations and sales targets of Health Coaches


  • 3+ years’ experience in a sales manager role … preferably within the Nutrition or Weight Loss industry
  • Natural leadership abilities and proven success in achieving / exceeding revenue goals
  • Skilled at developing high achieving sales teams within a relationship-based sales and service environment
  • Superior influencing, coaching and presentation skills + flawless oral and written communication skills
  • Excellent understanding of sales management … including sales incentives and compensation
  • Strong analytical skills with the ability to review / summarize sales data (clients, order value, products, geography)
  • Proficient in MS Office


SALARY: $60,000 – $75,000

INTERESTED?  There are 3 things we need from you;

  1. Please send your resume to Zafreen Kassam at
  2. Ensure the subject line of your email reads THE ‘PUMPKIN SPICE’ ROLE – 27.I.91
  3. In a short email … please tell Zafreen how your experience fits what we’ve outlined above.