Strategic Client & Projects Manager (UK Travel)

Group Metropolitan; Greater London; On-site; GBP 52,000 - 68,000; Full time

Job description

The Client Account Manager role core responsibility is to build and maintain strong client relationships, ensuring satisfaction and driving business growth by understanding client needs, managing project leads, and resolving issues with governance and understanding process.

You will oversee the development, implementation, and maintenance of the clients framework document, policies, and procedures to ensure compliance and efficiency in line with the latest client guidelines.

Type of contract: Permanent Role

Department: BMS

Hours: Mon – Fri - 7am - 4pm

Location: London Based (Must be flexible to travel across the UK when required)

Salary: Competitive and dependent on experience

Generally, the above hours will be flexible in line with the needs of the business. We operate a fair working policy but if any extended overtime is worked by agreement of you line manager, then overtime payment will be applicable.

Job Requirements

• Proven experience in project management, account management, or operations within a technical or engineering environment
• Strong technical understanding of building services, engineering, or construction-related projects
• Demonstrable experience managing client relationships and delivering high levels of customer service
• Commercially aware with experience managing project budgets, quotations, variations, and financial performance
• Ability to coordinate multiple projects and priorities within fast-paced environments
• Strong understanding of governance, compliance, operational processes, and risk management
• Excellent communication and stakeholder management skills, with the ability to engage confidently at all levels
• Strong organisational skills with high attention to detail and accuracy in reporting and documentation
• Ability to identify process improvements and drive operational efficienciesProficient in Microsoft Office applications, particularly Excel, Word, and Outlook
• Experience preparing operational and performance reports for senior leadership and clients

Job Responsibilities

• Undertake sales handovers to gain a full understanding of project scope and communicate requirements to the relevant project teams
• Provide direction, coordination, and control throughout the lifecycle of projects and operational activities
• Oversee projects from initiation to completion, ensuring delivery on time, within budget, and to client expectations
• Manage the commercial performance of projects, including monitoring ongoing works and identifying additional opportunities
• Act as the primary day-to-day liaison for the client, maintaining strong client relationships and ensuring high levels of client satisfaction
• Coordinate reactive and planned works communications, including quotations, approvals, and project progress updates
• Schedule and coordinate activities with engineering teams, delivery teams, subcontractors, and suppliers where applicable
• Monitor account and delivery performance, identify trends and risks, and implement strategies to improve operational and client outcomes
• Analyse processes and recommend improvements to governance, compliance, and operational frameworks
• Ensure projects and operations comply with organisational policies, industry standards, and regulatory requirements
• Drive standardisation across the organisation by ensuring consistency in project documentation, reporting, and processes
• Prepare and deliver regular performance and operational reports to GML and client leadership teams
• Collaborate with estimating teams and department leads to support project opportunities, business growth, and client retention strategies
• Support escalation management, ensuring issues are resolved effectively and within agreed timeframes
• Attend client meetings, review calls, and operational discussions as required
• Maintain accurate project documentation, reporting records, and account information
• Following 12 months of continuous employment, you are entitled to become a beneficiary of the Employee-Owned Trust (EOT) scheme.
• Private Healthcare for you and your dependents.