Client Relationship Manager

Churchill Services; England; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading facilities management provider in the United Kingdom is seeking a Client Relationship Manager to maintain strategic relationships with key clients across a national cleaning contract. The role involves ensuring high service delivery, financial accountability, and conducting annual reviews of contracts. Ideal candidates will have senior management experience and a proactive approach to service and client relationships. Competitive salary and benefits offered.

Benefits

33 days holiday including bank holidays

Company sick pay

Maternity and paternity leave support

24/7 GP access

Two paid volunteering days

Exclusive perks and discounts

Ongoing training and development

Recognition and rewards

Qualifications

• Ability to communicate effectively with Director and MD level clients.
• Proven track record of managing teams in a national contract environment.
• Driving licence is required.

Responsibilities

• Engage as a contact point for senior clients to maintain relationships.
• Ensure contract delivery aligns with goals and framework agreements.
• Accountability for budgets and financial reviews.
• Conduct annual contract reviews focusing on customer satisfaction.
• Undertake site visits for quality assessment.
• Ensure regional teams meet client-specific requirements.

Skills

Communication with senior clients

Proactive service monitoring

Team development and coaching

Commercial analysis

Multi-tasking under pressure

Relationship building

Senior management experience in FM/B2B

Performance growth track record

Job description

Overview

National travel required - Lincoln to Plymouth

Competitve salary plus Car allowance

Working in partnership with the National Operations Director, the Client Relationship Manager will focus on providing the highest strategic level relationship for one of our real estate clients working across a national cleaning contract.

The role of Client Relationship Manager will involve field accompaniment to drive the performance of operations and contract support staff. Able to demonstrate a hands-on approach and close analysis of the business and production of operating strategies for client sites within the portfolio.

As Client Relationship Manager, you will be responsible for:

• 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 agreement 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 across the shopping centres and retail parks.
• Ensuring consistency of high Service Delivery and high QA/KPI scores, across the entire portfolio of all allocated locations.
• Conducting Annual Reviews of all contracts, incorporating innovation and customer satisfaction at all levels
• Undertaking site visits as required to assess standards and quality audit scores.
• Ensuring that all Regional teams are adhering to client-specific requirements aside of KPIs.

As Client Relationship Manager, you will have the following expertise and attributes:

• Ability to confidently and concisely communicate with Director and MD level clients.
• Proactive, ability to identify possible drops in service at early stages, to eliminate major dips in service occurring.
• Able to develop your management team both formally and informally by instructing groups as well as coaching and mentoring individuals.
• Commercial analysis and resolution proposing capability
• Able to multi-task and work in a pressurised environment, able to use time proactively to ensure that potential problems do not surface
• Exceptional ability to create relationships and communicate at all levels, whilst not letting this compromise ability to make and take necessary action.
• Previous senior management experience within an FM and/or B2B environment.
• Proven management experience within a national high-value single or multi-contract environment.
• Proven track record of performance growth within a previous role.
• A driving licence is required.

What we offer you

We believe in rewarding talent and creating a workplace where everyone feels valued. Here s what you ll get:

• 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

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.