Client Retention Director - Western US - Remote

Job Summary

Want to influence a generation? How about working in a place where you know you make a difference? At Chartwells K12, we provide over 2 million meals each day to students at over 5,000 public and private school locations. Our goal is to ensure kids leave the cafeteria happier and healthier than they come in. That’s why we serve food kids love to eat and create programs that encourage fun and discovery. 

As a Client Relations Director (CRD), you’ll support and partner with Chartwells K12 Leadership teams to develop a strong client relations/retention culture, strengthen our client partnerships and retain existing accounts in the States of CA, OR, WA, AZ, CO, ID, NM, and MT. You’ll partner with a diverse group of functional leaders to best position Chartwells K12 for account preservation and growth. 

This position is eligible for remote work from the following states: CA, OR, WA, AZ, ID, NM, and MT.

Key Responsibilities: 
• Portfolio Management: Coordinate and assist Client Relations Directors (CRDs) in managing their client relations/retention portfolios. Emphasis on retention strategies that revolve around quality, service, innovation, and value. 

• Strategic Collaboration: Work closely with Operations, Finance, Marketing, Culinary, Procurement, Legal and Nutrition leaders to develop comprehensive retention plans that include operational, financial, relationship, proposal and rebid strategies. 

• Client Engagement: Cultivate strong client relationships through site visits, interviews, calls, and engagement. Serve as an additional point of contact for addressing customer concerns and facilitating resolution. Champion quality, service, innovation, and value that Chartwells K12, and broader Compass organization, can deliver to clients. 

• Team Leadership: Lead, mentor, and coach ADs and DDSs in your portfolio, providing guidance on relationship management, client relations/retention challenges and strategy. Set and supervise team performance metrics. 

• Retention & Negotiation: Support rebid and contract renewal processes, ensuring proposals and financial proformas align with both client needs and business goals. 

• Standard Methodologies & Continuous Improvement: Share retention standard methodologies across the organization, continuously improving processes and driving higher performance standards. Develop and provide client relations/retention training as needed throughout your portfolio. 

Preferred Qualifications: 
• Education & Experience: Bachelor’s Degree or equivalent experience required. Candidates with a minimum of 5 years in client relations and/or operations leadership, ideally within K12 contract food service, is highly preferred. 
• Functional Experience: Strong background in Client Relations/Retention, Operations, and/or sales is highly preferred. Candidates with expertise in these areas will have a distinct advantage in driving client partnerships and retention strategies. 
• Skills: Confirmed aptitude in managing contract management, RFP processes, developing proposals and proformas, analyzing financial data, training, presenting and establishing positive relationships with clients and senior leaders. Outstanding communication, presentation, and negotiation skills. 
• Technical Proficiency: Strong knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Smartsheet). 
• Travel: Must be able to travel extensively (60%+).