Client Account Manager

Marston Holdings Limited; Greater London; On-site; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Car allowance

Healthcare cash plan

25 days annual leave + bank holidays

Holiday purchase scheme (up to 5 days)

Job summary

Marston Holdings Limited is seeking a commercially minded Client Account Manager to own the operational and commercial performance of a key client account in Greater London. You will be the primary contact for senior stakeholders, oversee service delivery, and drive growth while ensuring contractual and financial targets are met.

You will balance client relationship management, operational leadership and commercial accountability.

Qualifications

• Experience managing client accounts, contracts or operational service delivery functions.
• Strong stakeholder management with the confidence to engage senior client contacts.
• Proven experience leading and developing high-performing teams.
• Experience working to KPIs, SLAs and contractual performance measures.
• Commercial and financial awareness, including budget and cost management.
• Strong communication, influencing and relationship-building skills.
• Ability to analyse performance data and turn insight into action.
• Proactive approach to problem-solving, service improvement and business growth.
• Understanding of compliance, health & safety and people management best practice.
• Experience working with trade unions or employee representatives is advantageous.

Responsibilities

• Act as the primary contact for clients, building trusted and lasting relationships.
• Lead regular client performance reviews and strategic discussions.
• Ensure delivery against contractual commitments, KPIs, SLAs and service standards.
• Drive operational performance, problem-solving and continuous improvement initiatives.
• Lead, coach and develop operational managers, supervisors and frontline teams.
• Oversee account budgets, costs and financial performance, including EBITDAO targets.
• Produce forecasts, monitor risks and identify opportunities to improve efficiency.
• Support account growth through contract development and additional service opportunities.
• Ensure compliance with company policies, health & safety requirements and management standards.
• Work collaboratively with internal teams, clients and key stakeholders to deliver exceptional service.

Skills

Client account management

Stakeholder management

Team leadership

KPI / SLA governance

Budget management

Communication

Data analysis

Problem solving

Compliance & health & safety

Unions experience (advantageous)

Job description

Location: Greater London
Salary: Up to £60,000 + car allowance

We areone of the UK's leading providers of parking and enforcement services, employing over 3,600 frontline colleagues across more than 250 locations nationwide. Through long-standing partnerships with local authorities and other clients, we deliver essential services that keep communities moving.

We're looking for a commercially minded Client Account Manager to take ownership of the operational and commercial performance of a key client account. Acting as the primary point of contact for senior stakeholders, you'll lead service delivery, drive performance against contractual and financial targets, and identify opportunities for continuous improvement and growth. This is an excellent opportunity to make a visible impact within a large-scale operational business where client relationships and service excellence are at the heart of what we do.

About the role

As Client Account Manager, you'll take ownership of day-to-day account performance, balancing client relationship management, operational leadership and commercial accountability. You'll ensure services are delivered to the highest standards while identifying opportunities to improve efficiency, enhance client satisfaction and support long-term growth.

What you'll be doing

• Act as the primary contact for clients, building trusted and lasting relationships.
• Lead regular client performance reviews and strategic discussions.
• Ensure delivery against contractual commitments, KPIs, SLAs and service standards.
• Drive operational performance, problem-solving and continuous improvement initiatives.
• Lead, coach and develop operational managers, supervisors and frontline teams.
• Oversee account budgets, costs and financial performance, including EBITDAO targets.
• Produce forecasts, monitor risks and identify opportunities to improve efficiency.
• Support account growth through contract development and additional service opportunities.
• Ensure compliance with company policies, health & safety requirements and management standards.
• Work collaboratively with internal teams, clients and key stakeholders to deliver exceptional service.

What you'll bring

• Experience managing client accounts, contracts or operational service delivery functions.
• Strong stakeholder management skills, with the confidence to engage senior client contacts.
• Proven experience leading and developing high-performing teams.
• Experience working to KPIs, SLAs and contractual performance measures.
• Commercial and financial awareness, including budget and cost management.
• Strong communication, influencing and relationship-building skills.
• The ability to analyse performance data and turn insight into action.
• A proactive approach to problem-solving, service improvement and business growth.
• Understanding of compliance, health & safety and people management best practice.
• Experience working with trade unions or employee representatives is advantageous.

What we offer

• Salary up to £60,000 (depending on experience) + car allowance
• Career development opportunities
• 25 days annual leave, plus bank holidays
• Up to 5 days' holiday purchase scheme
• Healthcare cash plan
• Discounts on retail, travel and social activities
• Cycle-to-work scheme
• Enhanced maternity and paternity package, subject to eligibility

Additional Information

This role is subject to satisfactory pre-employment screening, including a Disclosure and Barring Service (DBS) check where applicable.

At NSL and Marston Holdings, we are proud to be an equal opportunities employer. We are committed to creating an inclusive workplace where everyone is treated fairly and with respect, regardless of gender identity or expression, race, religion, age, disability, sexual orientation, or any other protected characteristic.