Client Relationship Executive - Bilingual ()

Sodexo Canada Ltd; Toronto; Remote; CAD 85,000 - 110,000; Full time

Job summary

A leading global service provider is seeking a Client Relationship Executive in Toronto. This role involves overseeing the Clients for Life retention process and executing retention plans for key contracts. Candidates should have at least 8 years of experience in client relations, a Bachelor's degree, and fluency in both English and French. The company offers a flexible work environment and competitive benefits.

Benefits

Flexible work environment

Competitive compensation & great employee benefits

Training and development programs

Opportunities for growth

Qualifications

• Minimum 8 years in senior client relationship or retention roles.
• Proven success in managing complex multi-account portfolios.
• Strong commercial background with operational experience.

Responsibilities

• Champion the adoption of Clients for Life retention processes for top accounts.
• Lead the execution of strategic FreshEyes Reviews.
• Provide monthly reporting on key retention activities and emerging trends.

Skills

Senior client relationship management

Client retention strategies

Analytical skills

Bilingual proficiency

Education

Bachelor's degree in Business or related field

MBA or equivalent preferred

Tools

CRM systems (e.g., SoForce)

Job description

Overview

The Client Relationship Executive is responsible for championing and leading the adoption of the Clients for Life (CFL) retention process within their assigned segment(s) with a focus on protecting top identified contracts. This role plays a critical part in developing and executing annual retention plans. The Client Relationship Executive will report regularly on key retention activities identify common client themes and risks and ensure best practices are embedded throughout the key account management lifecycle. This individual will support operational teams with relevant insights and training engage with senior leadership to manage client risk and growth opportunities and actively participate in the global Client Retention community to bring strategic learnings back into the assigned geography.

Responsibilities

• Ensure all Clients for Life activities are completed or planned for top accounts playing a key facilitation role in contract renewals through alignment on activity stakeholder mapping and account planning.
• Lead the execution of FreshEyes Reviews for top accounts to proactively identify risks and opportunities.
• Provide monthly reporting to leadership on retention activities key risks and emerging trends.
• Participate in Quarterly Business Reviews to deliver client retention updates and strategic insights.
• Drive and manage critical retention KPIs including: Retention Rate; Client NPS & Consumer Satisfaction Scores; Magic 9 Leading Indicators for Top 200 accounts; 100% training completion for new leaders and operators; 100% of contracts ending within 24 months included in the renewal pipeline.
• Facilitate Annual Expectation Meetings for high-complexity accounts to ensure alignment and client satisfaction.
• Support onboarding and upskilling of new operations team members on retention tools and best practices.
• Partner with operations teams to strengthen account management capabilities and proactively identify and mitigate client retention risks.

Qualifications

• Post-secondary education in Business, Marketing, or a related field; Bachelor's degree required; MBA or equivalent preferred
• Minimum 8 years of experience in senior client relationship, retention, or client-facing roles within a large complex organization
• Proven success in managing complex multi-account portfolios and implementing account strategies that drive operational excellence and measurable client outcomes
• Strong ability to articulate value propositions to both senior leadership and operational stakeholders
• Minimum 5 years of operational experience with a strong commercial background required
• Proficiency in CRM systems (e.g., SoForce) to manage, track, and report on client retention initiatives
• Strong analytical and data interpretation skills with the ability to present insights in a clear and compelling manner to support strategic decision-making
• Demonstrated ability to work cross-functionally, influence stakeholders, and lead through change in a matrixed environment
• Bilingual proficiency required (written and verbal)

What Makes Sodexo Different

What makes Sodexo different: Working with Sodexo is more than a job; it is 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. 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
• 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 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.

Sodexo SJG

Remote Work: Employment Type: Full-time

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Experience years

Vacancy 1