Client Relationship Manager

Churchill Services; Plymouth; On-site; GBP 40,000 - 60,000; Full time

Job summary

A national cleaning service provider is seeking a Client Relationship Manager in Plymouth, responsible for overseeing client contracts and ensuring high service standards. The role demands strong senior management experience, excellent communication skills, and proficiency in budget management. Benefits include extensive leave, employee ownership, and ongoing development opportunities.

Benefits

33 days holiday

Company sick pay

Maternity and paternity leave support

24/7 GP access

Two paid volunteering days per year

Exclusive perks and discounts

Ongoing training and development

Qualifications

• Previous senior management experience within an FM and/or B2B environment.
• A driving licence is required.

Responsibilities

• Being an escalation point of contact for senior members of allocated contracts.
• Delivering in line with the contract framework agreement.
• Overall accountability of budgets and finance delivery.
• Ensuring high Service Delivery and high QA/KPI scores across locations.
• Conducting Annual Reviews of all contracts.

Skills

Senior management experience

Relationship management

Budget management

Commercial analysis

Communication skills

Job description

Overview

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 involves field accompaniment to drive the performance of operations and contract support staff, with a hands-on approach and close analysis of the business and production of operating strategies for client sites within 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 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 from KPIs.
• 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.

Benefits

• 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 and recruitment support

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