Director, Client Success (70313578)

Sodexo Canada

1d•Hybrid

About The Position

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.

Requirements

Post-secondary education (Bachelor’s degree) in Business, Marketing, or a related field.
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.
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

Nice To Haves

An MBA or equivalent is preferred.
None required

Responsibilities

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