Head of Customer Engagement

canteen•Mississauga, ON

15h•CA$180,000 - CA$190,000

About The Position

The Head of Customer Engagement is accountable for leading the Canteen Canada Sector’s enterprise retention strategy and maximizing renewal success across our most strategic client relationships. Reporting directly to the President, Canteen, this executive leader will partner closely with senior business leaders responsible for our largest client portfolios, representing significant revenue and profit contribution across the organization. The role carries enterprise-wide accountability for retention performance, renewal outcomes, and commercial risk mitigation across our top strategic accounts. This leader will establish the governance, processes, and accountability required to ensure a disciplined and consistent approach to client retention. By driving visibility, executive alignment, and proactive decision-making, they will strengthen client partnerships, improve renewal predictability, and protect long-term business value. The successful candidate will bring a strong balance of strategic thinking, commercial acumen, and operational discipline, with the ability to influence decisions at the highest levels of the organization while driving measurable business outcomes. This is a business leadership role with a two-year mandate to make measurable improvements in the areas of retention performance, commercial outcomes, and enterprise results. It is not an advisory position.

Requirements

A minimum of 5 years of experience at the C-Suite level
Senior leadership experience in enterprise account management, sales leadership, business operations, or client retention.
Demonstrated success managing large, complex client portfolios and driving retention results.
Strong commercial acumen with experience influencing pricing, renewals, and profitability.
Ability to build alignment and drive accountability across multiple business units and leadership teams.
Strong analytical, strategic, and problem-solving capabilities.
Executive presence and the ability to influence decisions at the highest levels of the organization.

Responsibilities

Lead a unified retention strategy across all business lines.
Develop and implement a consistent enterprise retention model.
Align retention priorities with broader business and Compass objectives.
Establish a standardized framework for managing the organization's top accounts.
Define account segmentation criteria and engagement strategies.
Ensure consistent account planning and review processes across all businesses.
Drive executive-level focus on client health, retention risk, and long-term growth opportunities.
Lead a formal retention governance process involving senior business leaders.
Provide visibility into renewal pipelines, at-risk revenue, and key client retention risks.
Facilitate disciplined reviews of account strategies, pricing decisions, and renewal plans.
Ensure risks are identified and addressed well in advance of renewal events.
Challenge and influence decisions that impact retention, profitability, and client satisfaction.
Partner with business leaders to balance retention objectives with pricing and margin discipline.
Promote consistency and accountability in renewal decision-making across the organization.
Establishing a single enterprise retention framework aligned to Compass business objectives.
Implementing a standardized account management methodology across the organization's top strategic accounts.
Creating executive visibility into renewal performance, retention risk, and commercial decision-making.
Driving disciplined governance that improves accountability and accelerates decision-making.
Reducing client attrition, renewal-related escalations, and unexpected revenue loss.
Strengthening retention performance while protecting profitability and long-term client value.