Role Overview As a Senior Director, Partnership Strategies & Solutions you’ll own a portfolio of strategic client accounts, ensuring long-term retention and positioning our organization as an indispensable partner. You’ll lead day-to-day engagement and growth strategies while driving operational alignment. By building deep relationships, anticipating risks, and coordinating cross-functional solutions, you’ll deliver excellence and continuous improvement. This role requires strategic thinking, influence without authority, and the ability to navigate complexity in competitive service environments. Remote role with 50-60% expected travel. What You'll Do - Serve as the primary point of contact for assigned clients, fostering strong, long-term relationships. - Lead retention efforts by identifying at-risk accounts and executing recovery plans. - Develop strategic account plans aligned with client needs and organizational goals. - Partner cross-functionally to co-create solutions that improve service delivery and reduce costs. - Conduct business reviews, monitor KPIs, and surface insights using CRM tools. - Facilitate contract renewals and craft compelling proposals. What We Offer Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include: - Medical, Dental, Vision Care and Wellness Programs - 401(k) Plan with Matching Contributions - Paid Time Off and Company Holidays - Career Growth Opportunities and Tuition Reimbursement More extensive information is provided to new employees upon hire. What You Bring - 5–10 years of experience in account management, client retention, or strategic customer success. - Proven success retaining complex accounts in competitive B2B service environments. - Familiarity with public or institutional procurement and renewal cycles. - Strong interpersonal, communication, and conflict resolution skills with ability to influence without authority. - Proficiency in CRM tools (e.g., Salesforce) and Microsoft Office Suite; skilled in using data and storytelling to support retention and growth. - Ability to manage large portfolios, craft high-impact presentations, and drive strategic solutions in complex environments. Who We Are At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. We do this by providing food service, catering, facilities management, and other integrated solutions worldwide. Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you’re happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please complete this form. Qualifications & Requirements Minimum Education Requirement - Bachelor’s Degree or equivalent experienceMinimum Management Experience – 7 yearsMinimum Functional Experience – 7 years

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Genesys is seeking a VoC Solutions & Portfolio Principal for our Global Voice of the Customer Practice. This experienced and dynamic leader will own the design, evolution, and commercialization of our service offerings. Working across organizations and business groups, this role is responsible for shaping our VoC services and deliverables, defining go-to-market strategies, engaging with customers and our field teams to ensure effective scoping and delivery, and designing for scalable and consistently excellent results. You will serve as the connective tissue between practice strategy, insights leadership, and go-to-market execution. This role owns offer architecture, portfolio effectiveness, and GTM strategy—ensuring our services are clearly defined, differentiated, positioned for success, deliver high customer value, and achieve growth for the practice. Location: Fully remote within US You are a good fit for this role if - You understand customer experience and are deeply motivated to improve it. - You are results-oriented and naturally think in portfolios, while also caring for the real projects and outcomes it will deliver - You enjoy defining offers and shaping value propositions to create value-driven solutions that colleagues and customers both understand and want. - You understand how advisory services work at scale, and have a proven track record of successful go-to-market strategies and portfolio results. - You are commercially minded and strategically grounded. You like building clarity where ambiguity exists. - You are highly collaborative and comfortable driving results without direct ownership of sales and delivery resources. Key Responsibilities Offer Design & Architecture - Define and evolve VoC service offerings and the portfolio (e.g., VoC assessments, program design and optimization, ongoing advisory, activation programs). - Establish deliverable scope/content, value propositions, resource competencies/expertise and role accountabilities, resource estimation and pricing, and growth planning. - Standardize engagement models and packaging, defining delivery quality standards and ensuring alignment between advisory intent and delivery capability. Portfolio Management - Maintain and evolve the VoC services portfolio, responding to customer needs and market dynamics. - Identify integration points, gaps, overlaps, and opportunities for new offers/solutions. - Monitor portfolio performance and utilization trends. - Track delivery model effectiveness and margin health. - Proactively identify and action recommendations to improve effectiveness, scalability and profitability. Go-To-Market Strategy - Own the GTM strategy for the VoC Practice in partnership with practice and regional leadership. - Define target segments, customer use cases and profiles, positioning, messaging, and differentiation. - Partner with the Research & Insights leader to integrate thought leadership into GTM. - Develop and support sales enablement and offer narratives, ensuring services align with needs and deliver the targeted outcomes and value for customers - Define and launch new and evolved offerings. Engagement & Delivery Model Governance - Define standard engagement structures and pricing logic (in partnership with finance and leadership). - Track how engagements are structured to identify variation and best practices, and proactively engage with the business on improvements. - Identify opportunities to simplify, standardize, or modularize delivery. Strategic Partnership & Practice Growth - Partner closely with practice leadership and professional services to drive portfolio success and growth. - Proactively identify opportunities to expand offerings based on customer needs and market signals. - Understand how to best apply Genesys Cloud capabilities to achieve VoC excellence, and ensure alignment with platform partners (e.g., Genesys). - Deliver and support executive briefings and market-facing positioning. Requirements - 8–12+ years of experience in professional advisory services/consulting, portfolio management, product management, or solutions strategy roles. - Experience in CX, VoC, SaaS, or professional services environments within Contact Center settings. - Experience defining and commercializing service offerings. - Strong understanding of go-to-market strategy in B2B environments. - Demonstrated ability to translate strategy into structured offers and offers into delivered outcomes. - Experience analyzing portfolio performance and engagement economics. - Strong cross-functional influence and executive communication skills. What success looks like in this role - The VoC portfolio is clearly defined, differentiated, scalable and successful - GTM messaging reflects a strong, insight-backed point of view and motivates adoption. - Engagement structures are repeatable and profitable and deliver high customer value. - The practice grows through intentional offer evolution—not ad hoc customization. #LI-Remote Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $163,100.00 - $286,900.00 Benefits: - Medical, Dental, and Vision Insurance. - Telehealth coverage - Flexible work schedules and work from home opportunities - Development and career growth opportunities - Open Time Off in addition to 10 paid holidays - 401(k) matching program - Adoption Assistance - Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

• Own the strategic vision and business outcomes for Tinuiti’s CRM and Retention offering. • Be the primary stakeholder for our most complex lifecycle engagements, ensuring that email, SMS, and loyalty programs are seamlessly integrated into the broader media mix to eliminate waste and drive LTV. • Lead a specialized department of lifecycle experts, translating deep CRM, ESP, and first-party data expertise, platform capabilities, competitive CRM landscapes, and Bliss Point insights into world-class retention roadmaps. • Act as the primary subject matter expert during high-level business reviews, identifying untapped revenue within a client's existing database. • Build and maintain "sticky" client relationships through proactive communication and a deep understanding of their unique business priorities. • Partner with the Product team to bridge the gap between client CRM needs and our proprietary tech; sponsor improvements that drive "Hate Waste" efficiency. • Champion the use of AI for dynamic content, predictive churn modeling, and streamlining internal campaign operations to drive "Hate Waste" efficiency.

• Operational and strategic business leadership • Principal Development Management • Drive growth and facilitate technical interactions • Pipeline Management • Supply Issues/Allocation Decisions • Communication and Action Plans • Marketing Strategy Development • Technical Project Management • Forecasting Accuracy • Sales and Growth Opportunity Reviews • Setting CASE & Principal Specific Annual Goals • Supplier set-up and onboarding