Client Relationship Manager

Churchill Services; City of Westminster; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading facilities management company is looking for a Client Relationship Manager in Westminster, UK. This role is crucial for maintaining high-level client relationships and ensuring service excellence across multiple locations. Key responsibilities include managing client expectations, overseeing budget delivery, and conducting performance evaluations. Ideal candidates will have substantial senior management experience in FM or B2B, alongside strong communication and relationship-building skills. A driving license is required. The company offers generous benefits including 33 days holiday and ongoing training.

Benefits

Employee ownership

33 days holiday

Company sick pay

Maternity and paternity leave support

24/7 GP access

Two paid volunteering days

Exclusive discounts

Ongoing training and development

Wellbeing and diversity initiatives

Celebration of achievements

Qualifications

• Previous senior management experience in FM, Sales, or B2B.
• Exceptional relationship-building and communication skills.
• Driving license is required.

Responsibilities

• Serve as escalation point for senior members.
• Deliver in line with contract agreements.
• Accountability for budgets and finance delivery.
• Ensure high-quality service and KPI scores.
• Conduct site visits for quality assessment.
• Align client objectives with operational delivery.
• Proactively identify potential service issues.
• Demonstrate commercial analysis capabilities.

Skills

Relationship management

Commercial analysis

Proactive problem-solving

Senior management experience

Ability to multi-task

Job description

Overview

Working in partnership with the National Relationship Director, the Client Relationship Manager will focus on providing the highest strategic level relationship for one of our commercial real estate and investment clients. The Client Relationship Manager will play a pivotal role in driving strategic performance through on-site support and collaboration with contract and operations staff. This role requires a hands-on approach, combining in-field presence with in-depth business analysis to develop and implement tailored operating strategies for each site across the portfolio.

Responsibilities

• Being an escalation point of contact for senior members of allocated contracts, developing and maintaining relationships at senior level.
• Delivering in line with contract framework agreements and ensuring we achieve all goals as agreed and outlined within the contract and tender submission.
• Overall accountability of budgets/finance delivery, including the requirement to complete annual budget reviews with all relevant stakeholders.
• Ensuring consistency of high service delivery and high QA/KPI scores across the entire portfolio of all allocated locations.
• Ensure alignment between client objectives and Churchill's operational delivery, ESG commitments, and commercial performance.
• Undertaking site visits as required to assess standards and quality audit scores.
• Ensuring that all regional teams are adhering to client-specific requirements aside from KPIs.
• Previous senior management experience within a prestigious FM, Sales or B2B environment.
• Exceptional ability to create relationships and communicate at all levels including Director and MD level, whilst not letting this compromise ability to take necessary action.
• Proactive, with the ability to identify potential drops in service at early stages to eliminate major dips in service.
• Commercial analysis and resolution-proposing capability.
• Ability to multi-task and work in a pressurised environment, using time proactively to ensure that potential problems do not surface.
• Proven track record of performance growth within a previous role.
• A driving licence is required.

Benefits & Rewards

• Employee Ownership - You are part of our success!
• 33 days holiday (including bank holidays)
• Company sick pay
• Maternity and paternity leave support
• 24 / 7 GP access, plus mental health, wellness, financial, and legal support
• Two paid volunteering days per year - Give back to a cause that matters to you
• Exclusive perks and discounts - More than 250 deals available
• Ongoing training and development - From apprenticeships to leadership programs
• Wellbeing, Diversity & Inclusion - Our Mosaic Committee and Mental Health First Aiders are leading the way
• Recognition and rewards - Celebrating our shining stars all year round

Inclusion & Adjustments

Our Commitment to Inclusion: We are committed to creating a workplace where everyone belongs. As an inclusive and equal-opportunity employer, we welcome applicants from all backgrounds and experiences. We believe that diversity drives innovation and excellence, and we strive to build a culture of respect, fairness, and opportunity for all.

Reasonable adjustments: Please let us know if there are any adjustments we can make to support you during our recruitment process. We\'re happy to help. Please note: Security clearance (DBS) is required for this role.