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    Client Retention Manager - London, United Kingdom - Sodexo

    Sodexo
    Sodexo London, United Kingdom

    1 week ago

    Default job background
    Permanent – Full time
    Description

    Job Introduction

    As a Client Retention Manager at Sodexo, you are also a highly sensitive and influential individual, capable of driving positive change in our company's retention philosophy.

    In this role, you will champion the Clients for Life process and support our growth agenda by identifying opportunities for improvement in retention rates, and ensuring that our tools and techniques are utilised effectively across all segments.

    Join Sodexo and be part of something greater. You belong in a team where you can act with purpose, have an impact, and thrive in your own way, while enjoying a flexible and dynamic work environment, competitive compensation, and countless opportunities to grow within the company.

    Role Responsibility

    • Champion the Clients for Life process across the business – ensure retention is at the top of the segment agenda – act as the conscience and the catalyst by acting as independent consultant to segment CEOs and their COMEX teams.
    • Interview key client/prospect stakeholders to identify threats or opportunities and share key themes with operational and sales teams through structured reports (FreshEyes reviews, post-bid reports and Post Mortem audits). Ensure action planning and follow-up is timely and rigorous.
    • Organize and execute planning meetings and debriefs that facilitate the identification of actions. Support the tracking and recording of follow-up from meetings and reports.
    • Drive the embedding of Transition and Expectation meetings, ensuring that robust action planning and follow up is undertaken. Facilitate these meetings on behalf of operational teams on request.
    • Provide training and refresher updates to ensure the business is well informed and confident with the tools, techniques and terminology of Clients for Life.
    • Coach the senior segment team(s) with candour and confidence. Say what needs to be heard.
    • Engage with the global Client Retention community and its activities as appropriate.

    The Ideal Candidate

    Key Behaviours:

    The Client Retention Manager is a senior management position within Sodexo, requiring high levels of sensitivity, business acumen and personal influence. As part of a small team, CRMs are expected to be flexible and adaptable and to work collaboratively with the support team as well as with each other.

    The role is advisory – it relies upon the holder's ability to influence others to do the right thing without direct authority. High levels of emotional intelligence are required to position sensitive strategic and operational problems with confidence and candour. Superb written and aural communication skills are required. CRMs must be confident in interviewing a diverse and challenging range of clients and facilitating both client and internal meetings.

    Skills, Knowledge and Experience:

    • Excellent communication and interpersonal skills
    • Minimum of 8 years' business experience in an operations and/or sales role
    • Experience of dealing with confidential information at a senior level
    • Organized and efficient self-starter
    • Educated to degree level or equivalent
    • IT literate – proficient in Word, Excel, and PowerPoint, as well as other emerging technologies.
    • In-depth understanding of Sodexo's strategy and business drivers (Desirable)

    Package Description

    Circa £73, % annual bonus + £8K car allowance + excellent benefits

    Working with Sodexo is more than a job; it's a chance to be part of something greater. You'll belong in a company and team that values you for you; you'll act with purpose and have an impact through your everyday actions; and you'll be able to thrive in your own way. In addition, we offer:

    • Flexible and dynamic work environment
    • Competitive compensation
    • Access to ongoing training and development programs
    • Countless opportunities to grow within the company
    • Full training and full protective uniform supplied
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