Group Head of Client Relationships for Growth & Retention

Hanson Search Ltd; Greater London; On-site; GBP 120,000 - 180,000; Full time

Job summary

Hanson Search Ltd clients a fast-growing PE-backed group delivering parking and soft facilities management across the UK. This senior leadership role owns and grows existing client relationships, leads a large client relationship team, and drives governance, retention and upsell across the group.

Reporting to the Group Chief Commercial Officer and working with the Group Head of Sales, you will shape the client journey, improve NPS and deliver measurable growth as the estate scales.

Qualifications

• Significant senior client relationship or commercial leadership experience in a contract-led, multi-site B2B services business.
• Experience with blue-chip clients in B2B services is desirable.
• Proven track record delivering account management strategies with retention and profitability targets.
• Experience building and leading a team of account managers.
• Strong commercial judgement across portfolio profitability, pricing, margin and risk.

Responsibilities

• Define and own the group-wide account management strategy and operating model across parking, soft FM, project management and architecture.
• Set standards for client engagement, estate management, escalation, governance and reporting.
• Own the client journey and drive improvements in client NPS.
• Grow share of wallet by cross-selling the full group offer into existing clients.
• Lead, develop and performance-manage a team of client relationship professionals.
• Oversee renewals, variations, bids and tenders for existing clients and ensure smooth handover to mobilisation.
• Champion a client-obsessed culture across the team and wider group.

Skills

Account leadership

Client relationship

Strategic governance

Tools

CRM systems

Job description

Hanson Search Ltd clients a fast-growing PE-backed group delivering parking and soft facilities management across the UK. This senior leadership role owns and grows existing client relationships, leads a large client relationship team, and drives governance, retention and upsell across the group.

Reporting to the Group Chief Commercial Officer and working with the Group Head of Sales, you will shape the client journey, improve NPS and deliver measurable growth as the estate scales.