Global Accounts and Retention Director

About us

Food waste costs the world over $1 trillion a year. At Winnow, we're on a mission to change that — bringing AI-powered technology into hospitality kitchens to help eliminate waste at scale, with an ambition to save our clients $1 billion annually.

We started in London in 2013 with a simple belief: technology could make kitchens smarter and food systems more sustainable. Today that belief has grown into a global team spanning the UK, Romania, Dubai, Shanghai, Singapore, Malaysia, North America, and Mexico, working across 90+ countries and 3,500+ sites.

We're proud of the results we help our clients achieve. Names like IKEA, Hilton, Accor, Marriott, IHG, Compass Group, Iberostar, and Mandarin Oriental trust us to cut their food waste by over 50% on average — and when our technology is fully adopted, it reduces pre-consumer waste by 50–70% and delivers food cost savings of 2–8%.

We're building something that matters, and the people who thrive here feel that every day. We're proud to have been named one of The Sunday Times Best Places to Work and ranked #4 in the FoodTech 500 (2025) — recognition of both our innovation and our commitment to building a purpose-led company where people can make a real difference.

Our values

Our values sit at the centre of all that we do. If they resonate with you, we'd love to hear from you and for you to help us on our mission.

• People of action - done is better than perfect. We move fast, learn faster
• Equal parts head and heart -  we balance passion with pragmatism
• Hungry and humble - we're ambitious about our mission, not our egos
• Bravely honest - we say what we think, respectfully, with colleagues and customers alike
• Bound by food - it's what unites us, and it's what we're fighting for
• People and planet positive - we're leaving both better than we found them

Requirements

About the role

The Global Accounts and Retention Director owns two things: our largest customer relationships, and the standard that keeps every other customer.

On accounts, the role owns the end to end commercial relationship and growth strategy for our top global accounts. It is the single point of accountability on those named accounts: the account plan, expansion, renewal, and a consistent senior relationship. Regional teams continue to own local delivery.

On retention, the role owns the group standard: how account health is measured, how ownership is assigned across the customer lifecycle, and how renewals are planned. This is a senior, hands on role. The person builds the relationships, the account plans and the standard personally, operating as an individual contributor rather than through a team.

Key responsibilities

Global account strategy and ownership

• Own the end to end commercial relationship and strategy for the named top global accounts, reviewed annually with the CCO.
• Build and maintain an account plan for each: expansion roadmap, whitespace analysis and renewal risk.
• Act as the single accountable owner for each named account.
• On accounts spanning several regions, work with the lead regional Managing Director on the relationship and the negotiation, while holding the account plan, the whole account view and the consolidated reporting.

The retention standard

• Own the group retention standard: how account health is defined, measured and escalated. Managing Directors adopt it and own the response in region.
• Own the ownership map across the customer lifecycle, so every account has one clear owner at every stage.
• Own contract and renewal visibility across the customer base, so renewals are planned well ahead.
• Own renewal pricing guard rails with Finance. Managing Directors negotiate inside them.

 Account health and handover

• Own the criteria and the evidence required before an account transfers between teams, written in advance rather than after the fact.
• Assess accounts against those criteria at the agreed review point.
• Recommend against transfer where the evidence does not support it, with a remediation plan and a date. The regional Managing Director decides and signs.

Account growth and commercial negotiation

• Identify and execute expansion within the named accounts: new sites, new markets, new product lines.
• Lead commercial negotiation and contract renewal on the named accounts, inside the pricing guard rails set by the CCO.
• Partner with regional Managing Directors and Customer Success leadership on delivery and account health in every region the account touches.

 Relationship and escalation management

• Build senior relationships at each named account, to C suite where relevant.
• Act as the primary escalation point for the named accounts, coordinating the relevant regional teams.
• Lead or coordinate executive business reviews on the named accounts.

 Reporting and cross functional

• Own consolidated reporting on named account performance: revenue, net revenue retention, expansion and churn risk, across every region the account touches.
• Feed named account forecasts into the group forecasting process.
• Coordinate with Product on roadmap input from the named accounts.
• Work with Growth Marketing on account based marketing for the named accounts and comparable prospects.

About you

Education and experience

• You are fluent in Spanish and English, written and spoken, and can present and negotiate at senior level in both.
• You have significant, proven experience in global or strategic key account management, ideally in B2B SaaS or a tech-enabled business selling to multi-site enterprise customers. 
• You have a proven track record of managing a portfolio of large, complex accounts across multiple countries, with measurable results in retention, renewals and expansion.
• You have built and delivered strategic account plans, including expansion roadmaps, stakeholder mapping and renewal risk, and can show how they drove growth.
• You have designed or run retention processes, such as churn signals, account health scoring, renewal pipelines or contract management.

Personal attributes

• You are results driven, take ownership of your work and can show how you have delivered.
• You are a confident, articulate communicator and presenter, and build strong relationships at every level, from CEO to analyst.
• You are persuasive and can bring others round to your point of view and gain agreement on plans.
• You have strong financial and analytical skills. You build clear business cases, spot inaccuracies in data and make sound decisions.
• You stay calm and measured with demanding customers, and always put them first.
• You are highly organised and can manage several priorities at once to tight deadlines.
• You are comfortable with regular international travel.

Benefits

• Competitive salary + variable compensation
• Pension contribution -  up to 6.5% of employer contribution 
• Company part-funded private health insurance and eyecare allowance
• Life insurance (3 times base salary)
• Company stock options package
• 2 Wellness hours per month plus a £48 gross monthly wellness allowance
• Employee Assistance Programme – 24/7 helpline for your wellbeing
• 25 days of paid vacation time in addition to national holidays, plus extra vacation time based on length of tenure with Winnow
• Option to purchase up to 5 additional days of annual leave per year
• Learning and development allowance of £300 annually
• Early Finish Fridays – log off at 3pm on a Friday if you've completed your tasks by then
• You will love what you do – waking up every day solving one of the biggest social problems of our generation: food waste