Senior Director, Client Success - Bilingual ()

Sodexo Canada Ltd; Toronto; On-site; CAD 110,000 - 160,000; Full time

Job summary

Sodexo Canada Ltd is seeking a Senior Director Client Success to enhance client relationships and drive renewable success. This pivotal role involves strategic client engagement, retention efforts, and collaboration with client success teams, focusing on elevating client satisfaction and delivering high-value experiences.

Benefits

Flexible work environment

Competitive compensation & great employee benefits

Training and development programs

Countless opportunities for growth

Corporate responsibility & sustainability initiatives

Qualifications

• Minimum 8 years of experience in senior client-facing roles.
• Minimum 3 years in a senior leadership role.
• Fluency in English and French is required.

Responsibilities

• Lead the development and implementation of the client retention strategy.
• Initiate and oversee cross-sell efforts to meet revenue growth targets.
• Collaborate with Learning & Development to implement training initiatives.

Skills

Analytical skills

Negotiation abilities

Communication

Relationship Management

Client Services

Education

Bachelor's degree in Business, Marketing or a related field

MBA or equivalent preferred

Tools

Microsoft Office

CRM systems (e.g. SoForce)

Job description

The Senior Director Client Success will play a pivotal role in leading the Clients for Life strategy by strengthening key client relationships driving renewal success and identifying growth opportunities within existing accounts. This role will bring together client insights data-driven decision making and cross-functional collaboration to deliver a consistent high-value experience across the client portfolio.

In this capacity the Senior Director will champion a client-centric culture embed best practices and lead strategic initiatives that elevate client satisfaction and long-term value creation.

How Youll Make an Impact :

Development and Implementation of Client Retention Strategy

Design and implement a comprehensive governance model for the Clients for Lifeprocess including protocols to manage and track client engagement activities.

Define and validate a strategic client retention roadmap in partnership with the Canadian Senior Leadership Team to support renewal preparedness and proactive account management.

Client Engagement Revenue Growth and Renewal Process Leadership

Lead client interviews and engagement sessions using Clients For Lifemethodologiesto surface risks identify opportunities and drive actionable improvements.

Represent the Voice of the Client internally and ensure it is integrated into renewal and rebid strategies.

Initiate and oversee cross-sell efforts to meet revenue growth targets within existing accounts.

Lead the renewal and contract rebid process ensuring alignment with theSales Process and seamless transitions from client retention planning to successful contract execution.

Reporting Compliance and Continuous Improvement

Ensure accurate documentation of all client retention activities communications and follow-ups using internal systems and tools.

Drive compliance with all safety risk and operational standards while promoting continuous improvement across client-facing practices.

Training Coaching and Process Adoption

Collaborate with Learning & Development to implement training initiatives that equip operations and sales teams with the skills needed to execute Clients For Life and renewal best practices.

Mentor team members on using analytical tools to monitor retention efforts and action plan progress.

Collaboration and Stakeholder Management

Build and maintain strong internal partnerships with segment leadership North American counterparts and global client success teams to drive strategic retention initiatives.

Serve as a trusted advisor to senior leadership by delivering regular data-informed insights and recommendations to enhance client satisfaction and retention performance.

Qualifications :

What Youll Need to Succeed :

Bachelors degree in Business Marketing or a related field; MBA or equivalent preferred.

Minimum 8 years of experience in senior client-facing roles with a track record in client retention and revenue growth.

Experience managing complex multi-account portfolios and leading cross-functional initiatives.

Minimum 3 years in a senior leadership role with proven ability to drive change and influence without direct authority.

Proficient in Microsoft Office and CRM systems (e.g. SoForce or equivalent).

Strong analytical skills with the ability to present insights that inform strategy.

Skilled in influencing senior stakeholders and navigating matrixed environments.

Excellent communication facilitation and coaching skills.

Client-focused with strong negotiation abilities and insight-driven relationship management.

Proven ability to support strategic renewal and rebid outcomes through strong client engagement.

Fluency in English and French is required to support national operations

Additional Information :

What MakesSodexoDifferent :

Working with Sodexo is more than a job; its 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 Sodexos 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.

Twitter : @SodexoJobsCA

Facebook : Sodexo CA Jobs

SodexoSJG

Remote Work : Employment Type :

Full-time

Key Skills

Administrative Skills,Time Management,Diplomatic Skills,Listening Skill,Languages Fluency,Organizational Skill,Pressure Management,Discipline Skills,Communication,Relationship Management,Client Services,Flexibility,IT Skill,Orderly Condition,Secretarial Skill

Experience : years

Vacancy : 1

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