Retention Manager

Job Introduction

The Retention Manager will be responsible for leading formal retention activity, retaining profitable business for Sodexo within the S&U segment. This will involve development and delivery of a sub-segment retention strategy to retain existing clients. The role holds primary accountability for retention growth and the E2E process within the segment on behalf of the segment Sales Director. 

Working directly with Sales Director for Schools & Universities the role is pivotal in the overall leadership and co-ordination of retention activity to deliver a winning solution for both Sodexo and the client.   

Role Responsibility

Bid Solutioning / Conversion

• Leadership of retention activity, drawing on the skills of segment resource and shared bid solutioning capability so as to deliver winning bids as identified within the prioritised UK&I portfolio
• Proactively lead and support the business with major re-tenders and organic growth bids within existing contracts
• Have accountability for solutioning winning Bids which evidence delivery to client requirement, delivery to Sodexo requirements and evidence competitive advantage as a result of the Sodexo proposition
• Generate holistic solutions that are a compelling proposition to the client by addressing their business and consumer needs and differentiating Sodexo from our competitors while being balanced with commercial requirements.
• Manage the broader engagement and inputs of a variety of stakeholders, involving contributions from workstream leads, finance, commercial, legal and operation in support of delivery of the compelling bid.
• Ensure best practice is delivered working with other departments and country entities in solutioning the best offer for Sodexo and the client

E2E Sales Process

• Create a retention plan to retain existing clients working closely with Operations and utilising the Account Development Plan
• Meeting regularly with clients and sector influencers to discuss and understand concerns and improve overall satisfaction with Sodexo’s services
• Writing of formal tender responses and having overall responsibility for the written submission
• Supporting operations with the creation of all non-formal retention documents and client facing material
• Securing the advocacy of operational colleagues and central functions in the process
• Ensure feedback is collated and actioned following each bid submission to understand key positions of strengths and weaknesses to act on
• Ensure Sodexo governance and control standards are adhered to for all assigned Bids e.g. UKIC and risk register etc.
• Ensure all solutions produced are in line with both Sodexo and Client commercial models revenue / profit expectations
• Ensure that all existing clients and tender opportunities are qualified for building long term growth for Sodexo
• Maintain on-going relationships with clients and internal personnel after award of contract to build on the Clients for Life philosophy
• Work closely with the clients for Life (CFL) team to ensure the CFL process is followed
• Develop and execute appropriate recording/reporting processes for SoForce (CRM) and other business development/retention tools
• Ensure high quality handover criteria is in place and acted upon as Bids covert and move into the mobilisation phase of the sales cycle
• When required support Sales peers in wider S&U new business activity

The Ideal Candidate

•   Experienced in working with senior management to align retention strategies and solutions
•   Must have experience of working in a sales and client relationship  focused environment whilst being able to understand client’s quality drivers
•   Operate in a fast-paced environment with a results-oriented approach
•   Excellent negotiation skills, proven track record of successfully retaining business
•   Proven track record of increasing revenue through generation of leads
•   An excellent communicator with the ability to influence at a senior level
•   Excellent presentation skills
•   Confident, ambitious, and energetic with a persuasive manner and the ability to use your initiative
•   Commercially aware with solid business development and financial management skills
•   Proven capacity to effectively manage complex proposal development processes, as well as manage and mentor staff with various levels of skills and experience.
•   Demonstrated achievement in the design and implementation of new business development systems, policies and procedures.
•   Strong organisational skills and ability to manage complex teams, precise scheduling and multiple and shifting priorities.
• Deep understanding and experience of multiple service, multiple site, multiple stakeholder opportunities.

Sodexo and our clients are committed to safeguarding and promoting the welfare of children and adults within a regulated activity. This role will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland.

Package Description

In return for your commitment and hard work, you will be rewarded with an attractive salary, plus access to our extensive benefits package, which includes:

• Contributory pension scheme of up to 6%
• Life assurance
• 23 days holiday (FTE) – plus bank holidays – rising to 26 days after 3 years
• A buy and sell holiday scheme of up to 3 days (FTE)
• Volunteering days via our charity partner STOP HUNGER
• Numerous voluntary benefits, including dental care, gym discounts, retail / hospitality, and many more

We're all about building a workplace for the future, we believe in equal opportunities, and we celebrate diversity. We’re an inclusive workplace, where everyone is welcome, everyone can be natural, and be the best versions of themselves. We recognise that we’re on a journey with regards to diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds.

About the Company

In the UK and Ireland, Sodexo employs around 30,000 people, and partners with clients in many sectors across business and industry; schools and universities; sports and leisure; energy and resources; government and agencies; healthcare; justice and defence.

Sodexo’s connected; people-centric approach brings together a diverse range of expertise. The breadth of services it offers ranges from food and hospitality; cleaning; reception; concierge (Circles); security; property management and technical services through to data driven workplace strategy and design (Wx); employee engagement and recognition services (Sodexo Engage) and personal home services through Prestige Nursing + Care and the Good Care Group.  

Vital Spaces is Sodexo’s value proposition that puts people at the heart of everything we do, bringing together services and solutions and focusing on the productivity and wellbeing of people wherever they are.

Sodexo is committed to being an inclusive employer; we welcome and encourage applications from people with a diverse variety of experiences, backgrounds and identities.

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations. 

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process