Key Account Manager

Bayleaf Facilities Management; London; On-site; GBP 35,000 - 65,000; Full time

Job summary

An established industry player is seeking a dynamic Key Account Manager to oversee operations for luxury retail clients. In this pivotal role, you will ensure exceptional service delivery while managing high-performing teams. Your expertise in Facilities Management and strong communication skills will be essential in fostering client relationships and driving operational excellence. With a focus on innovation and continuous improvement, this position offers a unique opportunity to contribute to the company's growth and transformation. Join a vibrant team where every day brings new challenges and opportunities to make a significant impact.

Benefits

Company Pension Scheme

Quarterly Performance Bonus

Smartphone and laptop

Wagestream benefits

Qualifications

• Proven experience in Facilities Management with a focus on high-end retail.
• Strong understanding of HR policies and Health & Safety regulations.

Responsibilities

• Manage day-to-day operations ensuring high service standards.
• Lead and motivate teams while maintaining client relationships.
• Oversee budget control and ensure compliance with service agreements.

Skills

Verbal and writing communication skills

Organisational skills

Time management skills

Cleaning industry experience

Problem-solving skills

Customer service skills

HR policies understanding

Health & Safety regulations knowledge

Finance and budgetary control

IT skills (Microsoft Office)

Job description

KEY ACCOUNT MANAGER - LUXURY RETAIL CLIENT

Bayleaf FM is looking for a Key Account Manager within our Retail Division.

The successful candidate will be responsible for the day-to-day operations on clients' sites ensuring a high standard of service is delivered consistently. They will have proven experience working across multiple sectors in Facilities Management with evidence of leading high performing teams as well as the ability to manage, develop and motivate direct reports and teams.

Purpose of the Role

You will be responsible for upholding our company values of Self-Responsibility, Creative, Supportive and Respectful in all aspects of our day and to ensure the company is always represented in a professional and positive manner within our most prestigious account. You will monitor and manage all service activities across the allocated sites, ensuring quality standards and regularly review existing service provisions to ensure they are still meeting standards required in line with budgetary requirements.

Why should you apply?

• The chance to be part of our transformation & growth - where you can make a difference and get a VIP front row seat!
• Be part of the team where no two days are ever the same - keeping things interesting all the time!
• A chance to get creative - You get a lovely smart phone and laptop
• Company Pension Scheme.
• Quarterly Performance Bonus.
• A great team, fabulous locations and great benefits, like Wagestream.

Main Responsibilities:

• Regularly meet with clients to review existing and proposed service provisions including Auditing.
• Review costs to ensure budgets remain aligned and on target and increase profitability.
• Establish rapport with clients and reinforce a positive company image.
• Manage the service delivery ensuring a proactive and efficient service which is innovative and continuously improving.
• Improve customer perception by devising systems to market and communicate any new legislation or change of practice to the client.
• Ensure all site information is maintained and updated in accordance with procedures and Service Level Agreements.
• Produce and / or assist with quotations and preparation of financial information and ensure full understanding of budgetary information to understand the importance of correct pricing.
• Lead and manage your team on all aspects of their roles, Company policies and procedures to ensure that they clearly understand and take ownership of their area of responsibility.
• Develop Job descriptions / cleaning specs and other documentation to support the team’s operations.
• Assist with the recruitment of employees.
• Hold Disciplinaries / return to work interviews / appraisals and other HR procedures.
• Proactively respond to client requests to deliver an efficient and responsive service and performance manage as necessary.
• Attend monthly operations meeting with client.
• Lead weekly operations meeting with the Area supervisors.
• Support in preparing Monthly reports.
• Ensure HSE guidance and regulations are always followed.
• Provide the relevant H&S training program, including development of trainings.
• Ensuring all contractors activities are comply with the current H&S legislation.
• Ensure all tasks are monitored to conclusion via the relevant service team.
• Ensure the T&A system is accurate and up to date daily.
• Ensure Area Supervisors are managed effectively.
• Ensure BFM is compliant and yearly audits are satisfactory.
• Deal with any reactive situation.

Other Responsibilities:

Materials Budget Control, Wages Budget Control, Responsible for delivering retention targets.

Key Skills:

• Excellent verbal and writing communication skills (Bilingual, English – Spanish) preferably, with the ability to confidently and credibly engage and influence clients, partners and employees.
• Organisational and time management skills.
• Track record in the Cleaning Industry in particular High End Retail experience and able to deal with high demand of groomed cleaners.
• An ability to prioritize workload and solve problems having always customer focus at heart.
• Experience of managing multiple cleaning contracts including retail, offices, F&B, venues.
• Ability to liaise and work professionally with clients and staff.
• Proven ability to deliver exceptional and quality customer service through audits.
• An excellent understanding of HR policies and procedures with knowledge of legislative framework for contracting, including TUPE transfers.
• Experience of people management including performance management, employee relations, recruitment & selection, resource planning, inductions and training.
• An understanding of Health & Safety regulations and best practice.
• Experience of delivering COSHH training and producing risk assessments.
• Experience of finance and budgetary control and ability to manage profit and loss.
• Excellent IT skills, including Microsoft Office, with the ability to produce presentations.

Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Facilities Services