Retail Account Support Manager

Pareto FM; Greater London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A facilities management company in Greater London is seeking a Retail Account Support Manager to oversee service delivery for a prestigious retail client across multiple sites. This hands-on role requires expertise in managing teams and a strong background in soft services. Ideal candidates will have experience in retail or customer-facing roles and must possess an IOSH qualification. The position offers opportunities for career development within a growing contract and entails regular client interaction to maintain high service standards.

Benefits

Clear career development opportunities

Supported by an experienced leadership team

Work on a prestigious and growing retail contract

Qualifications

• Experience supporting or managing multiple sites or accounts.
• Strong organisational and people management skills.
• IOSH qualification is essential.

Responsibilities

• Support day-to-day delivery of support services across multiple retail sites.
• Lead and develop on-site teams including people management.
• Manage HR processes including recruitment and payroll queries.

Skills

Experience within soft services or support services

Experience supporting or managing multiple sites or accounts

Strong organisational and people management skills

Good IT skills, including Microsoft Office

IOSH qualification (minimum)

Good working knowledge of Health & Safety

Job description

Retail Account Support Manager 🏬

Pareto FM is seeking a Retail Account Support Manager to support a prestigious, high-profile retail client within the health and fitness sector, across a growing portfolio of four London sites.

The role will be primarily based at a flagship Regent Street location, with regular travel to additional sites in Stratford, White City, and Central London. This is a hands‑on, client‑facing role, ideal for someone who enjoys leading teams, maintaining high standards, and working across multiple retail environments.

You will report into the Account Director and Senior Account Manager, with strong support in place, while also having the opportunity to play a key role in the continued growth of this contract.

This is a unique and exciting opportunity to work with a prestigious retail brand and develop your career within the facilities management industry.

Key Responsibilities 🛠️

• Support the day‑to‑day delivery of support services across multiple retail sites, ensuring service levels meet agreed brand and contract standards

• Lead, support, and develop on‑site teams, including people management and HR support

• Coordinate holiday and sickness cover to ensure continuity of service

• Maintain clear communication with the client regarding staffing and service delivery

• Manage HR processes including recruitment, starters, leavers, and payroll queries

• Ensure sites are fully stocked with appropriate uniforms, consumables, and equipment

• Schedule and oversee planned maintenance tasks in line with client requirements

• Raise purchase orders via WebExpenses

• Manage monthly recharges and ensure accurate information is provided for invoicing

• Carry out monthly site audits, sharing reports with the client and providing feedback to on‑site teams

• Maintain compliant site documentation including RAMS, SSOW, and COSHH records

• Lead Health & Safety on site, including toolbox talks, training, and incident reporting

• Support mobilisation of new contracts, including TUPE consultations where required

• Monitor and respond to the Pareto helpdesk inbox

Who This Role Would Suit 👥

This role would suit candidates with experience working within soft services or support services environments, particularly those who have supported or managed multiple sites or client accounts within retail or customer‑facing settings.

It may be especially well suited to candidates who have previously worked in roles such as Assistant Account Manager, Account Manager (Soft Services), Support Services Manager, Facilities Support Manager, Contract Support Manager, or Retail Operations Manager, and who are now looking to take on a broader, more visible role.

You’ll be comfortable leading and supporting teams, coordinating holiday and sickness cover, and maintaining high service and brand standards across multiple sites, while working closely with clients. This is a varied role that combines on‑site presence, operational support, and relationship management, within a growing and prestigious retail contract.

Knowledge, Skills & Experience ✅

Essential

• Experience within soft services or support services

• Experience supporting or managing multiple sites or accounts

• Strong organisational and people management skills

• Good IT skills, including Microsoft Office

• IOSH qualification (minimum)

• Good working knowledge of Health & Safety

Desirable

• Experience working in premium or brand‑led retail environments

• Exposure to specialist or technical support services

Why Join Pareto FM? ⭐

• Work on a prestigious and growing retail contract

• Be supported by an experienced leadership team

• Clear career development opportunities within facilities management

• A varied role with real visibility and impact