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Director, Customer Solutions

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Job Reference: G4S/TP/2239755/117135
Number of Positions: 1
Job Category: Strategic Management
Contract Type: Full Time
Salary: Competitive
Location: Etobicoke
G4S Region: North America

G4S Business Unit:Canada
Closing Date: June 16, 2018
Package Description: This position description assumes that the individual has satisfied all basic requirements for employment by G4S Secure Solutions (Canada) Inc., including, but not limited to: criminal police information check (CPIC) credit reference, background check, minimum age, and minimum education (high school diploma or foreign equivalency, or earned GED).  Additionally, this job description in no way states or implies that these are the only duties to be performed by this employee.  The individual in this position is required to follow any other instructions and perform any other duties requested by this position’s management

Job Introduction:

This position is for a senior sales and client relationship expert. Reporting to the Chief Business Development Officer, the Director, Customer Solutions is responsible for the management of the Customer Solutions team. This role ensures that our top 25 and largest and most strategic client/customer needs are met in a timely fashion within the parameters of service delivery expectations and KPI’s.The Director Customer Solutions must develop and align retention and growth strategies with organizational goals and revenue targets. This position will evaluate and implement appropriate new retention and growth techniques to increase the company’s overall sales volume.  This position is based at Corporate Headquarters and is also responsible for hiring, training, managing and the development of Customer Solutions Managers on a national level.


Role Responsibility:

Provide expertise and support to the organization in terms of customer care and service on a national and regional level by building an effective account management  team to increase the growth and retention capability of G4S within the security industry

Developing and managing strategies relating to retention and growth, pricing and contracts to increase the G4S footprint in the market place

Create and implement account management best practices nationwide to retain and grow the business and ensure a footprint in the marketplace nationally

Develop Senior relationships within our strategic account base

Provide forecasting on national and regional sales pipelines and projections to the Senior Leadership team

Strategically position the executive and senior management teams to maximize our service delivery capabilities

Alignment of team KPI’s with organizational goals and objectives

Work with our US and Global Teams to align management strategies for North American or Global clients

Coach, train and mentor account management team on negotiations of contracts, legal aspects of contracts, contract language and any history that may affect contractual obligations


The Ideal Candidate:

  • University degree or college diploma in business management or equivalent working experience in a related field

Specific Experience:

  • Must have 10 years of experience in sales or account management with a track record that demonstrates increasing responsibility and accomplishments
  • Must have 5 years of work experience in a supervisory/management role
  • Work history to include demonstration of:

o    The ability to model strong oral, written business communication skills

o    Ability to navigate through complex negotiations at the executive level

o    Ability to select, coach and retain an account management team

o    Strong consultative, analytical and problem solving skills

o    Experience in proposal development, presentations, sales or marketing

       o    Proficient computer skills including Salesforce or other CRM tools and MS Office Suite


  • Experience in solutions sales or other service-industry sales
  • An entrepreneurial mindset with a strong desire to build a business within a business
  • Understanding of the demographics of the local market
  • Prior experience as a Customer Solutions Manager or Strategic Account Manager or Business Manager in the security indutry
  • Bilingualism – French and English

About the Company:

G4S is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.

G4S est un employeur inclusif et équitable, en encourageant les candidatures de femmes qualifiées et les hommes y compris les personnes handicapées, les membres des minorités visibles et les personnes autochtones.

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Please Note: The application deadline for this job has now passed.