Manager, Client Retention

ADP; Toronto; On-site; CAD 85,000 - 110,000; Full time

Job summary

A leading workforce management company in Toronto is seeking a Manager, Client Retention to minimize Technical Loss of Business (TLB) and enhance client satisfaction. This individual will lead retention operations, collaborate across teams, and develop strategies to mitigate client losses. The ideal candidate has 5-7 years of relevant experience and a strong financial acumen.

Benefits

Mental health and well-being support

Ongoing training and development opportunities

Flexible work-life balance

Qualifications

• 5-7 years of experience in client retention, operations, or service delivery.
• Strong financial acumen and ability to analyze complex data.

Responsibilities

• Lead Technical Loss of Business (TLB) retention operations.
• Analyze loss trends and develop risk mitigation strategies.
• Collaborate with partners on retention-related initiatives.

Skills

Organizational Savvy

Strategic Thinking

Analytical Strength

Communication

Education

Bachelor’s degree in Business, Finance, or a related field

Job description

Overview

ADP is hiring a Manager, Client Retention

The Manager, Client Retention plays a critical role in supporting ADP Canada’s strategic goal of minimizing Technical Loss of Business (TLB). This individual will oversee Technical Loss of Business (TLB) forecasting, optimize termination processing, and collaborate to implement effective retention strategies to reduce financial exposure. Operating in a highly complex and virtual environment, this role requires strong collaboration with service and implementation leadership, a deep understanding of financial and business performance drivers, and a demonstrated ability to lead change and drive measurable outcomes.

The successful candidate will be a confident people leader with a strategic mindset, a passion for client success, and the ability to align cross-functional teams toward retention goals.

Ready to #MakeYourMark? Apply now!

ESSENTIAL RESPONSIBILITIES

• Please note that this is an individual contributor role!
• Lead and manage all aspects of Technical Loss of Business (TLB) retention operations, including forecasting, reporting, and process optimization.
• Partner closely with service and implementation teams to coordinate client relationship management efforts across segments.
• Analyze loss trends, develop risk mitigation strategies, and provide consultative guidance to reduce client losses and financial impact.
• Collaborate with business leaders to align Technical Loss of Business (TLB) strategies with retention goals and fiscal-year loss plans.
• Provide forecasted losses headwind, recommend actions to improve outcomes, and ensure follow-through on resolution plans.
• Collaborate with partners and other retention teams to drive retention-related initiatives
• Deliver regular performance updates to senior leadership, highlighting key risk areas, retention wins, and strategic progress.

Skills & Attributes

• Organizational Savvy: Builds strong relationships across functions and knows how to navigate complex organizations.
• Strategic Thinking: Ability to assess long-term impact and build plans to address systemic challenges.
• Analytical Strength: High-level ability to probe, analyze, and draw insights from data to guide retention strategies.
• Communication: Excellent verbal and written communication skills with comfort in executive-level presentations.

TO SUCCEED IN THIS ROLE: Requirements

• 5-7 years of experience in client retention, operations, or service delivery, with demonstrated success in reducing churn and improving client satisfaction.
• Strong financial acumen and proven ability to analyze and interpret complex data to influence business decisions.
• Strong understanding of client life-cycle, technical loss metrics, and revenue risk factors.

Preferred Qualifications

• Bachelor’s degree in Business, Finance, or a related field; MBA or equivalent experience is a plus.

You’ll Love Working Here Because You Can

• Focus on your mental health and well-being. We take care of one another and offer support for your well-being… because healthy associates are happy ones.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Knowledge to help you grow. Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.
• Innovate. Problem-solve. Shape the future of work with people you like.
• Balance work and personal time. Flexibility to integrate work more easily in your everyday life.
• Go Global. With operations around the world, exciting new networking opportunities abound.
• Belong by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.

What are you waiting for? Apply today!