Director, Client Success ()

The Director Client Success is a transformational leadership role designed to drive a unified approach in managing the Clients for Life (CFL) process and leading efforts in contract rebid/renewal. This role exists to ensure our top client accounts are serviced through an integrated retention framework that combines proactive client relationship management with a strategic focus on renewal success. By unifying client insights with data-led decision making the Director will ensure that the voice of the client is heard and acted upon across operations sales and support.

This role plays a critical part in safeguarding existing revenue streams growing revenue within existing business by either cross-selling additional services or increasing scope on existing services minimizing defection risk and maximizing client lifetime value. The individual will work closely with senior leadership teams across Canada leveraging best practices advanced technologies and innovative strategies to drive operational essence this role is key to embedding a high-performance client-centric culture within the organization.

Client Engagement Revenue Growth and Renewal Process Leadership

• Leads client interviews and meetings using CFL methodologies (e.g. FreshEyes Reviews Postmortem Audits) to identify risks opportunities and improvement areas.
• Represents the Voice of the Client by sharing insights and facilitating action plans for long-term retention and client satisfaction in renewal and rebid processes.
• Initiates cross-selling efforts to drive revenue growth against segment quotas.
• Drives the renewal and cross-selling processes ensuring alignment with the 2.3 Sales Process to enable seamless transitions from retention planning to successful contract rebids and forecasted renewals or growth within accounts.

Develops and Implements Client Retention Strategy

• Designs and executes a comprehensive governance model for the CFL process including protocols to track and manage client engagement activities.
• Defines and validates a retention roadmap with the Canadian Senior Leadership Team to ensure proactive client management and renewal preparedness.

Reporting Compliance and Continuous Improvement

• Ensures that all client retention activities follow-ups and client communications are accurately documented and reported using internal systems.
• Adheres to all safety risk and compliance regulations promoting overall adherence to departmental guidelines and continuous improvement.

Training Coaching and Process Adoption

• Collaborates with Learning & Development to deploy retention training initiatives across operations and sales teams ensuring all stakeholders are equipped to execute CFL and renewal best practices.
• Mentors and educates team members on leveraging analytical platforms (e.g. Client Relationship Management appl) to track retention activities and action plan execution.

Collaboration and Stakeholder Management

• Fosters strong relationships internally with segment leadership NorAm counterparts and global client retention communities to drive cross-functional initiatives that support client success.
• Serves as a trusted advisor to senior leadership by delivering regular data-driven insights and recommendations for client retention improvement.

Health Safety & Risk Management

• Adheres to Zero harm mindset philosophy
• Works safely and is familiar with the safety requirements related to the role

Qualifications :

• Post-secondary education (Bachelors degree) in Business Marketing or a related field. An MBA or equivalent is preferred.
• A minimum of 6 years of experience in senior client relations retention or client-facing roles within a large-scale organization.
• Demonstrated success in managing complex multi-account portfolios and implementing retention strategies that drive revenue growth.
• Proven experience (minimum 3 years) in a senior leadership role driving change and managing cross-functional teams without direct authority.
• None required
• Proficiency in Microsoft Office applications and experience with CRM systems (e.g. SoForce or equivalent) to manage and track client retention initiatives.
• Strong analytical skills with the ability to present data and insights in a clear compelling manner to inform strategic decisions.
• Ability to influence senior stakeholders and operate effectively using an influence without authority approach.
• Excellent communication skills (both written and verbal) with a demonstrated ability to challenge and influence senior leadership effectively.
• Strong presentation and facilitation skills with proven ability to train and coach teams.
• A client-centric mindset with excellent negotiation skills and the ability to extract key insights from client interactions.
• Demonstrated track record of strategic thinking problem solving and managing client relationships to support long-term renewal and rebid outcomes.
• Ability to work in a fast-paced matrix environment and can navigate diverse stakeholder groups with varying priorities.
• English

Additional Information :

What Makes Sodexo Different:

Working with Sodexo is more than a job; its a chance to be part of something greater because we believe our everyday actions have a big impact. You belong in a company that allows you to act with purpose and thrive in your own addition we offer:

• Flexible work environment
• Competitive compensation & great employee benefits
• Training and development programs
• Countless opportunities for growth
• Corporate responsibility & sustainability
• An award-winning employer for Sustainability Diversity & Inclusion Corporate Social Responsibility and much more. View Sodexos latest awards here
• And so much more!

Sodexo is committed to Employment Equity and Diversity. We do not discriminate against any employee or applicant for employment because of national origin race religion ethnic group age disability gender sexual preference sexual or gender identity status as a veteran or any other federal provincial or local protected class.

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

Sodexo is committed to providing a safe and healthy working environment for our team members customers clients contractors business partners guests and members of the public with whom we regularly interact. We require that all new hires in hospitals long term care facilities and senior homes to be fully vaccinated against COVID-19 and may require any other new hires to be fully vaccinated based on the location and scope of their employment.

Thank you for your interest in Sodexo.

Please note that only those candidates under consideration will be contacted.

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Sodexo SJS

Remote Work :

Yes

Employment Type :

Full-time

Experience: years
Vacancy: 1