The Senior Director, Client Success will play a pivotal role in leading the Clients for Life strategy by strengthening key client relationships, driving renewal success, and identifying growth opportunities within existing accounts. This role will bring together client insights, data-driven decision making, and cross-functional collaboration to deliver a consistent, high-value experience across the client portfolio.

In this capacity, the Senior Director will champion a client-centric culture, embed best practices, and lead strategic initiatives that elevate client satisfaction and long-term value creation.

How You'll Make an Impact:

Development and Implementation of Client Retention Strategy

• Design and implement a comprehensive governance model for the Clients for Life process, including protocols to manage and track client engagement activities.

• Define and validate a strategic client retention roadmap in partnership with the Canadian Senior Leadership Team to support renewal preparedness and proactive account management.

Client Engagement, Revenue Growth, and Renewal Process Leadership

• Lead client interviews and engagement sessions using Clients For Life methodologies to surface risks, identify opportunities, and drive actionable improvements.

• Represent the "Voice of the Client" internally and ensure it is integrated into renewal and rebid strategies.

• Initiate and oversee cross-sell efforts to meet revenue growth targets within existing accounts.

• Lead the renewal and contract rebid process, ensuring alignment with the Sales Process and seamless transitions from client retention planning to successful contract execution.

Reporting, Compliance, and Continuous Improvement

• Ensure accurate documentation of all client retention activities, communications, and follow-ups using internal systems and tools.

• Drive compliance with all safety, risk, and operational standards while promoting continuous improvement across client-facing practices.

Training, Coaching, and Process Adoption

• Collaborate with Learning & Development to implement training initiatives that equip operations and sales teams with the skills needed to execute Clients For Life and renewal best practices.

• Mentor team members on using analytical tools to monitor retention efforts and action plan progress.

Collaboration and Stakeholder Management

• Build and maintain strong internal partnerships with segment leadership, North American counterparts, and global client success teams to drive strategic retention initiatives.

• Serve as a trusted advisor to senior leadership by delivering regular, data-informed insights and recommendations to enhance client satisfaction and retention performance.

What You'll Need to Succeed:

• Bachelor's degree in Business, Marketing, or a related field; MBA or equivalent preferred.

• Minimum 8 years of experience in senior client-facing roles, with a track record in client retention and revenue growth.

• Experience managing complex, multi-account portfolios and leading cross-functional initiatives.

• Minimum 3 years in a senior leadership role, with proven ability to drive change and influence without direct authority.

• Proficient in Microsoft Office and CRM systems (e.g., SoForce or equivalent).

• Strong analytical skills with the ability to present insights that inform strategy.

• Skilled in influencing senior stakeholders and navigating matrixed environments.

• Excellent communication, facilitation, and coaching skills.

• Client-focused with strong negotiation abilities and insight-driven relationship management.

• Proven ability to support strategic renewal and rebid outcomes through strong client engagement.

• Fluency in English and French is required to support national operations

What Makes Sodexo Different:

Working with Sodexo is more than a job; it's 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 way. In 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 Sodexo's 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.

Instagram: @SodexoCanadaCareers

Twitter: @SodexoJobsCA

LinkedIn: Sodexo Canada Careers

Facebook: Sodexo CA Jobs

SodexoSJG

Salary Range: $120,000-140,000 CADGrow your career with a company that shares your passion! Sodexo is seeking a strategic leader to join us as our next Senior Director, Client Success. This role is open to candidates across Canada.

At Sodexo, our purpose is to create a better everyday for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On-Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services.