Director, Client Success (70313578)

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 excellence. In 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

• Post-secondary education (Bachelor's 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

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.

Thank you for your interest in Sodexo.

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

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Sodexo SJS

Grow your career with a company that shares your passion! Our Sodexo team has an exciting new client opportunity to join Sodexo as our next Director, Client Success located in Etobicoke, ON. This is a hybrid role that will require you to be in the office 2 days per week as well as client meetings as required.

Salary: $115,000 - $135,000

At Sodexo, we believe that every role contributes to a better day for those we serve. Our teams drive innovation, efficiency, and excellence across all areas of our business - from strategic planning and operations to people-focused support functions. Together, we create the foundation that empowers our frontline teams to deliver outstanding service and value to our clients, customers, and communities.

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.