Job Introduction
About the Role
We are looking for a dynamic and commercially astute Strategic Accounts & Retention Director to lead the extension and retention of key Healthcare sector accounts against agreed targets. This is a highly visible leadership role focused on protecting and growing long-term client partnerships, driving contract extensions, and positioning the business for successful re-tenders.
Working closely with the Healthcare Leadership Team, you will develop and implement strategic engagement plans that strengthen relationships with senior decision makers, ensure outstanding service delivery, and safeguard contract longevity. You will challenge and support operational teams to deliver compelling retention strategies and lead the development of market-leading extension proposals and tender responses.
This role requires a hands-on leader who thrives on building strong relationships, influencing stakeholders, and delivering measurable commercial results.
Key Responsibilities
Leadership
Provide clear direction, support, and coaching to direct reports to build capability and high performance.
Inspire and motivate both operational teams and sector partners to deliver exceptional retention outcomes.
Lead by example through personal ownership of a portfolio of key sector accounts.
Act as a visible and engaged member of the Healthcare Leadership Team.
Challenge and support sector leadership to maintain a strong focus on retention and client satisfaction.
Retention Strategy
Develop and implement strategic retention and extension plans for all Strategic Account Group (SAG) clients.
Identify opportunities to secure pre-emptive contract extensions and avoid re-tender processes where possible.
Ensure robust client engagement strategies are in place with clear commercial and financial objectives.
Lead regular client engagement initiatives including Quarterly Business Reviews (QBRs) and strategic discussions.
Maintain accurate account planning and client engagement records within CRM systems.
Relationship Management
Build and maintain strong relationships with senior stakeholders across Healthcare client organisations.
Conduct regular client meetings to assess service perception, operational performance, and future opportunities.
Monitor contract timelines and prioritise accounts approaching renewal or identified as potential risk.
Develop programmes of client engagement, networking, and industry presence to broaden relationships.
Foster strong collaboration with operational teams to ensure alignment and shared focus on client success.
Leading Re-tenders for Key Accounts
Identify and communicate critical client priorities and “must win” requirements for major accounts.
Lead cross-functional teams to develop compelling proposals aligned with client business needs.
Oversee bid management processes and ensure winning strategies are clearly articulated.
Lead presentation teams and manage all related activity to deliver impactful and persuasive proposals.
Sales & Account Management Excellence
Champion best practice account management methodologies across the sector.
Coach operational teams in strategic account management techniques and client engagement approaches.
Maintain strong presence across client sites to support teams and strengthen relationships.
Analysis & Reporting
Monitor client sentiment and identify early indicators of risk within accounts.
Analyse client feedback and performance data to drive service improvements.
Maintain up-to-date account plans and risk assessments.
Provide clear reporting on retention activity, risks, and opportunities to senior leadership.
Person Specification
Essential Experience
Proven track record of inspiring leadership and developing high-performing teams.
Experience delivering strategic account growth and retention within complex client environments.
Strong background in building long-term customer relationships at senior levels.
Demonstrated success in developing and delivering winning strategic plans.
Excellent negotiation, problem-solving, and conflict management skills.
Key Skills & Attributes
Strong commercial acumen and strategic thinking.
Resilient, proactive, and highly motivated self-starter.
Excellent communication and stakeholder management skills.
Highly organised with strong planning and execution capability.
Ability to influence senior stakeholders and advocate for the client voice.
Experience supporting organisational change and transformation initiatives.
Key Stakeholders
You will work closely with a broad range of internal and external stakeholders including:
Director of Strategic Accounts
Executive Director – Strategic Accounts
Healthcare Leadership Team
Operational Directors and Regional Managers
Unit Management Teams
Sector Support Functions
Growth Enablement Teams
Clients and Healthcare Consultants
Why Join Us?
This is an exciting opportunity to play a pivotal role in shaping the long-term success of major Healthcare partnerships. You will work alongside experienced leaders, influence sector strategy, and drive meaningful outcomes for clients, teams, and the wider organisation.