Client Relationship Manager

Job Description:

1.Purpose of the Job

Champion and lead adoption of the Clients for Life process and tools to drive retention
* Drive Accountability - work closely with the business to develop, implement annual retention activity plans and ensure retention tools and techniques are embedded into the account lifecycle of all key contracts.
* Facilitate Action - ensure reporting from the retention section of Soforce, related dashboards and interview reports, is correctly distributed to respective stakeholders for awareness and timely actions.
* Educate - conduct the training necessary to ensure that operators and support functions, are equipped to be industry leading when it comes to implementing retention activities.
* Coach - provide insights and advice to leadership teams, to enable the management of warning signs, develop client relationships, address risk of defection and to grow the business.
* Engage - as a member of the Client Retention global community, participate actively in events set up by the community and apply learnings from those activities into their geographies for effective utilization.

2. Competencies

* Project Management skills: ability to advance large projects while supporting day to day and ad hoc tasks
* Ensures Accountability for self and others while exercising neutrality and adherence to Client Retention's core objectives
* Courage to step up, address difficult topics and have the necessary conversations transparently
* Analyse information qualitatively and quantitatively with high level of numeracy
* Strong listening skills and manages ambiguity effectively
* Influence and persuade, with ability to frame reports and output with the key takeaways needed to be understood
* Resilient and Action Oriented to take on new opportunities and tough challenges with a sense of urgency
* Strong and creative communication skills with ability to to write concise, compelling reports for onward sharing with senior leaders.

4. Context and main issues - The most difficult types of problems the jobholder has to face (internal or external to Sodexo) and/or the regulations, guidelines, practices that are to be adhered to.
This role requires the incumbent to:
* Maintain objectivity and neutrality when faced with pressure from the business, ensuring that reports and analysis is provided to key stakeholders in a timely and accurate manner
* Be agile in managing projects, multiple data sources and streams of information before taking the relevant elements to create content that is digestible whilst impactful
* Possess strong accountability and ownership to drive change, analyze data and present factual information to the business for actionable outcome

5. Accountabilities
* Accountable for all levels of reporting needed across the business
* Help the retention team and the business, understand the key trends observed and the suggested activities needed to minimize risk of loss in business
* Lead for understanding the business at risk and the predicted retention outcomes

6. Person Specification
* Graduate caliber preferred, skills based learning through tertiary or apprenticeship also considered
* Insight management or other PMO style skills
* Operational understanding of Sodexo's on-site business, particularly client relations and the ongoing activities that operators undertake to retain and grow our business
* Strong numeracy, able to build robust business cases and drive clear actions
* Understanding of how to develop and deploy multi-channel communication programs
* Fluent English and local language speaker, able to interact in global webinar and community events