Jan Santafede

VP of Marketing & Relationship Management | BPO Growth & Client Partnership Leadership

Jan Santafede is Vice President of Marketing & Relationship Management at Focus Services, where she leads strategic client partnerships, revenue growth initiatives, and long-term relationship management across global BPO and contact center outsourcing programs.

With more than 20 years of experience in outsourcing, client services, and executive leadership, Jan specializes in aligning marketing, sales, and operational delivery to strengthen retention, satisfaction, and long-term value creation.

Her leadership bridges commercial strategy with operational execution, ensuring that client expectations translate into measurable performance outcomes.

Executive Focus

Jan’s work centers on:

  • Strategic partnership development in BPO environments

  • Client retention and satisfaction systems

  • Revenue expansion within existing accounts

  • Marketing strategy for outsourcing organizations

  • Cross-functional alignment between sales, operations, and delivery teams

  • Relationship governance within SLA-driven environments

In complex contact center outsourcing relationships, consistency and trust are performance drivers. Jan builds the systems that protect both.

Core Competencies

Strategic Relationship Management

  • Enterprise account governance

  • Retention strategy development

  • Multi-year client lifecycle management

  • Performance review and escalation frameworks

Sales & Marketing Leadership

  • Outsourcing market positioning

  • Account-based growth strategy

  • Cross-functional sales alignment

  • Pipeline support through relationship expansion

BPO Operations Collaboration

  • SLA accountability coordination

  • Client experience consistency

  • Vendor management

  • Operational issue resolution partnership

Team Leadership

  • Mentorship of marketing and relationship teams

  • Cross-department collaboration

  • Structured communication cadence

  • Performance alignment between commercial and operational teams

Leadership Approach

Sustainable growth in outsourcing environments depends on more than new revenue. It requires durable partnerships.

Jan’s leadership philosophy centers on:

  • Transparency in performance conversations

  • Proactive communication over reactive escalation

  • Clear accountability across client and internal stakeholders

  • Long-term value over short-term transactional wins

Her experience across client services, operations, and executive leadership roles allows her to anticipate relationship risk and convert it into a growth opportunity.

Thought Leadership Focus

Jan contributes to conversations around:

  • Client retention in BPO organizations

  • Relationship management best practices

  • Aligning marketing with delivery performance

  • Governance structures for enterprise outsourcing programs

  • Growth strategy within SLA-driven environments

  • Building Long-Term Partnerships in Contact Center Outsourcing

  • Client Retention Strategies That Protect Revenue

  • Aligning Sales and Operations in BPO Environments

Focus Services

At Focus Services, Jan supports growth and relationship governance across:

Connect

LinkedIn: https://www.linkedin.com/in/jan-santafede-5681214/

Focus Services: https://www.focusservices.com/leadership/