The salary range for this position is $180,000 to $190,000. Final compensation will be determined based on relevant skills, experience, qualifications, and internal equity. In addition to base salary, eligible employees may be entitled to other elements of total compensation, which may include group benefits, employer RRSP contributions, and discretionary bonus or incentive programs, where applicable to the role. We are committed to offering competitive compensation and comply with all applicable pay transparency legislation. Further details regarding our total rewards program will be shared by the Talent Acquisition team during the hiring process. Canadian work experience is not a requirement for this role. Please note that artificial intelligence–based tools may be used at certain stages of the recruitment and applicant screening process.  

The Head of Customer Engagement is accountable for leading the Canteen Canada Sector’s enterprise retention strategy and maximizing renewal success across our most strategic client relationships.

 Reporting directly to the President, Canteen, this executive leader will partner closely with senior business leaders responsible for our largest client portfolios, representing significant revenue and profit contribution across the organization. The role carries enterprise-wide accountability for retention performance, renewal outcomes, and commercial risk mitigation across our top strategic accounts.

This leader will establish the governance, processes, and accountability required to ensure a disciplined and consistent approach to client retention. By driving visibility, executive alignment, and proactive decision-making, they will strengthen client partnerships, improve renewal predictability, and protect long-term business value.

The successful candidate will bring a strong balance of strategic thinking, commercial acumen, and operational discipline, with the ability to influence decisions at the highest levels of the organization while driving measurable business outcomes.

This is a business leadership role with a two-year mandate to make measurable improvements in the areas of retention performance, commercial outcomes, and enterprise results. It is not an advisory position.

 If you were to come on board as our Head of Customer Engagement, we’d ask you to do the following for us:

 Enterprise Retention Strategy

• Lead a unified retention strategy across all business lines.
• Develop and implement a consistent enterprise retention model.
• Align retention priorities with broader business and Compass objectives.

Strategic Account Management

• Establish a standardized framework for managing the organization’s top accounts.
• Define account segmentation criteria and engagement strategies.
• Ensure consistent account planning and review processes across all businesses.
• Drive executive-level focus on client health, retention risk, and long-term growth opportunities.

Governance and Renewal Oversight

• Lead a formal retention governance process involving senior business leaders.
• Provide visibility into renewal pipelines, at-risk revenue, and key client retention risks.
• Facilitate disciplined reviews of account strategies, pricing decisions, and renewal plans.
• Ensure risks are identified and addressed well in advance of renewal events.

Commercial Leadership

• Challenge and influence decisions that impact retention, profitability, and client satisfaction.
• Partner with business leaders to balance retention objectives with pricing and margin discipline.
• Promote consistency and accountability in renewal decision-making across the organization.

Success Measures

The Head of Customer Engagement will be accountable for:

• Establishing a single enterprise retention framework aligned to Compass business objectives.
• Implementing a standardized account management methodology across the organization’s top strategic accounts.
• Creating executive visibility into renewal performance, retention risk, and commercial decision-making.
• Driving disciplined governance that improves accountability and accelerates decision-making.
• Reducing client attrition, renewal-related escalations, and unexpected revenue loss.
• Strengthening retention performance while protecting profitability and long-term client value.

Expected Outcomes

• Industry-leading retention performance across strategic enterprise accounts.
• Increased predictability and confidence in renewal outcomes.
• Reduced exposure to at-risk revenue and client churn.
• Improved profitability and margin performance on retained business.
• Earlier identification and mitigation of retention and renewal risks.
• Stronger alignment, accountability, and collaboration across business leaders and account teams.
• Consistent executive engagement with the organization’s most strategic client relationships.

Think you have what it takes to be our new Head of Customer Engagement? We’re committed to hiring the best talent for the role. Here’s how we’ll know you are the best fit: 

• A minimum of 5 years of experience at the C-Suite level
• Senior leadership experience in enterprise account management, sales leadership, business operations, or client retention.

• Demonstrated success managing large, complex client portfolios and driving retention results.
• Strong commercial acumen with experience influencing pricing, renewals, and profitability.
• Ability to build alignment and drive accountability across multiple business units and leadership teams.
• Strong analytical, strategic, and problem-solving capabilities.
• Executive presence and the ability to influence decisions at the highest levels of the organization.

What’s in it for you?

• Join an award-winning culture. We have been recognized for being a Great Place to Work, in addition to being selected as a FORTUNE Global 500 Company, Best Workplaces Retail & Hospitality, and FORTUNE World’s Most Admired Companies.
• The opportunities with us are endless. As the world’s largest food and support services company, we offer an extensive range of learning and career opportunities for all our associates.
• Health & Safety. The health and safety of our associates, clients and guests has always been our top priority. We have the right processes in place to ensure our teams have the support they need to stay safe, while helping to keep our guests safe.
• Health Benefits. For our eligible associates, we offer comprehensive health, vision, and dental care coverage.
• A Focus on Mental Health and Wellness. Our Mental Health and Well-Being initiative was created to share credible resources with our associates and the communities we serve on a variety of topics, including mental, physical, spiritual, and financial wellbeing. We also have an Employment Assistance Program which provides our associates with access to 24/7 support, resources, and information.
• We are as diverse as our guests. We believe diverse and inclusive environments support innovation and collaboration, and benefit our associates, clients, and customers. We are committed to Listen, Learn, and Act and our Diversity Inclusion Action Councils (DIAC) are associate led groups that seek to foster inclusion through cultural awareness, engagement and appreciation of diversity. We are Stronger, Together!

Compass Group Canada is committed to nurturing a diverse workforce representative of the communities within which we operate. We encourage and are pleased to consider all qualified candidates, without regard to race, colour, citizenship, religion, sex, marital / family status, sexual orientation, gender identity, aboriginal status, age, disability or persons who may require an accommodation, to apply.