Client Relationship Manager

Competitive Salary plus company car or car allowance

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 main dual service retail clients working across cleaning and security.

The role of Client Relationship Manager will involve field accompaniment to drive the performance of operations and contract support staff. Able to demonstrate a hands on approach and close analysis of the business and production of operating strategies for each shopping centre and retail parks within the portfolio. 

As Client Relationship Manager, you will be responsible for:

• 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 of KPIs.

As Client Relationship Manager, you will have the following expertise and attributes:

• 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 a prestigious FM/Retail 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.

What we offer you

The opportunity to be part of one of the fastest growing specialist FM providers in the UK. This means that as our teams continue to grow, so can you.

The good stuff

• We are employee-owned, making you a beneficiary of our future success
• 33 days leave including bank holidays
• Enhanced maternity, paternity, and sick pay
• 24hr online GP access as well as mental health, wellness, financial and legal support
• Two paid volunteering days annually – from beach cleans to supporting your local community. You choose…
• More than 250 perks and hundreds of exclusive deals and discounts
• Lots of training, development and apprenticeships opportunities programmes to grow and progress your career
• Our Mosaic committee and Mental Health First Aiders leading the change on all things Wellbeing, Diversity & Inclusion at Churchill
• All year-round recognition and annual awards programme to thank our shining stars

Our commitment to Diversity, Equity and Inclusion

Churchill is an inclusive, equal opportunity employer and seeks to attract, develop and retain the best people from the widest network. We’re committed to ensuring that all candidates are treated fairly, and with respect and dignity.

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..