• Elior
  • $84,380.00 -152,780.00/year*
  • Philadelphia , PA
  • Education - Post Secondary
  • Full-Time
  • 1103 Market St

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Elior North America

Retention Specialist - Higher Education


Elior North America


Retention Specialist - Higher Education (Req #: 3268484)




Full Time



Minimum education:

Bachelor's Degree



EEO code:

2. Professionals

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Date posted:

July 26, 2019



Philadelphia, PA, 19019, US

End date:

January 29, 2020


Not disclosed

Job code:


Job link:

About the Role

Elior North America is seeking a Retention Specialist to join our Growth Team, supporting our Higher Education business. The Retention Specialist will implement and manage client retention programs and procedures to ensure client retention. Development of best practice process, training, activation of strategies and tracking of key metrics and will be vital to the success of this role.

We are looking for innovative and entrepreneurial associates to join the fastest growing culinary management company in the industry. If you are looking for a challenge and the opportunity to make a difference this is the opportunity for you!

Key Responsibilities

* Design a comprehensive strategic retention program including tools, processes and reports; R.E.T.A.I.N. Playbook.
* Work with Operations and Growth Leaders to ensure effectiveness of R.E.T.A.I.N. process for respective segment. Ensure effective utilization of Tegara (Salesforce) by key user groups.
* Develop contract extension and renewal strategies to preempt competitive bid situations.
* Track Retention Rates and Rebid Close Rates and provide analysis on rebid/new business turn-downs and/or new business gained to capture insights and advance our competitive positioning in the market.
* Design standardized approaches to gauging quality and effectiveness within Elior's existing client portfolio.
* Establish consistent definitions and identification for contracts at risk.
* Engage with Marketing on client satisfaction surveys along with other opportunities to capture customer feedback and gauge client engagement and satisfaction year-over-year.
* Partner with Operations teams in developing and executing detailed project plans for client issue resolution.
* Support Elior NA's approach to Annual/Quarterly Reports to communicate the value we have delivered, align expectations for future developments and overall strengthen partnerships with clients. Attend selectively.
* Support Managing Directors of Operations and Managing Directors of Growth with K.A.T. Accounts.
* Actively engage in select on-site account assessment (strategic position) to determine current status and risk.
* Participate in and lead/facilitate the Rebid process as the subject matter expert on key accounts and at-risk accounts.
* Support Business Development Directors on important rebid opportunities.
* Provide coaching and training for Elior managers, focusing on client retention best practices.


* BS in Business Administration, Management, Food Science, Nutrition, Culinary Arts or Hotel/Restaurant Management; MBA Preferred.
* Strong financial & business acumen
* Dynamic & polished presenter to senior c-suite executives, 8-10+ years related experience across business development and operations
* Superb interpersonal and communication skills (written/verbal) and interpersonal savvy

About Elior NA

Elior North America enhances people's lives through culinary innovation and a commitment to providing exemplary service. Our family of companies, with more than 18,000 employees, provides food services and catering to over 1,500 client accounts in five industry segments across the continental United States. We are proud to be the fifth largest culinary management company in the country and excited to be the fastest growing organization in the industry.

We focus on three ingredients for success to differentiate Elior from our competitors and position our company as a disruptor in the markets we serve. To support our ingredients for success and drive our mission and values, we need talented team members throughout our family of companies.

Do you have what it takes to be a part of the company that is, \"Small enough to care?and?Big enough to make a difference\"?

Elior North America is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.


Associated topics: accountant i, accountant ii, administrative, administrator, business support, fellow, information technology systems analyst, relations, secretary, support staff

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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