Senior Director, Client Excellence - Northeast

 

Salary: $140000 - $160000

Other Forms of Compensation: 25% Bonus Eligibility (yearly) 

Location: Must be based near a major airport in the Northeast (with regular travel required) Will cover NJ, NY and New England

 

With people as our core and a deep commitment to exceptional hospitality, CCL Hospitality Group has a philosophy rooted in caring for the individuals who care for our guests. Our most significant competitive advantage is our team members. We constantly strive to strengthen our service culture. Every team member knows they matter and owns a stake in our success, delivering hospitality excellence.

 

With four distinct operating companies – Morrison Living, Unidine, Coreworks, and The Hub, we are shaping the industry’s future leaders with a culture of service focused on elevated hospitality for community living across the country. Join us and discover how we drive mutual success that leaves lasting impressions.

 

Summary

CCL Hospitality Group is hiring a dynamic, strategic leader to serve as Senior Director of Client Excellence. This role is responsible for deepening client partnerships and driving retention within a given geographic territory. This individual will lead strategic account planning and engagement, oversee cross-functional initiatives to reinforce our value and increase client satisfaction, and act as a trusted partner to both clients and internal teams.

 

The ideal candidate brings executive presence, operational insight, and strong communication and project management skills. This is a high-impact, high-visibility role for a leader who can balance strategy and execution, drive results through influence, and bring structure to complex, fast-moving priorities.

 

Key Responsibilities

 

Client Relationship Management

• Lead retention and renewal strategies for a portfolio of accounts, including client interviews, internal collaboration, action planning, and follow-up
• Serve as a client advocate and escalation point, partnering with operations to address performance issues and improve satisfaction
• Conduct on-site client visits and interviews to assess needs, gather feedback, and strengthen partnerships
• Manage high-risk retention turnarounds, including development and coordination of complex RFP responses and client repositioning strategies
• Develop and deliver high-quality client-facing materials, including proposals, presentations, and vision books that reinforce strategic value

 

Strategic Account Planning

• Support development of long-term account strategies, including mapping key stakeholders, identifying opportunities and risks, and facilitating alignment across internal teams
• Monitor and report on client health across the portfolio, recommending strategies to improve outcomes
• Drive strategic growth and advocacy within existing accounts by identifying new opportunities to deliver value and expand partnerships

• Maintain detailed documentation of client interactions, sentiment, and follow-up actions

 

Internal Collaboration & Enablement

• Partner with operators and support teams to ensure a coordinated approach to client engagement
• Train and coach field teams on client retention strategies and best practices
• Act as a connector across departments to ensure alignment and accountability around client priorities

 

Qualifications

• Bachelor’s degree required; advanced degree a plus
• 5+ years of experience in Business Development – successfully achieving new business sales goals, experienced in territory management and the use of CRM systems or 5+ years of experience in Client Relationship Management, preferably in the contract food services industry
• 3+ years of experience in restaurant or contract food services hands-on operation roles
• Excellent relationship building and communication skills –