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.
  
  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.
  
  We believe in rewarding talent and creating a workplace where everyone feels valued. Here s what you ll get:
• Employee Ownership You are part of our success!
• 33 days holiday (including bank holidays)
• Company sick pay
• Maternity and paternity leave support
• 24/7 GP access, plus mental health, wellness, financial, and legal support
• Two paid volunteering days per year Give back to a cause that matters to you
• Exclusive perks and discounts More than 250 deals available
• Ongoing training and development From apprenticeships to leadership programs
• Wellbeing, Diversity & Inclusion Our Mosaic Committee and Mental Health First Aiders are leading the way
• Recognition and rewards Celebrating our shining stars all year round
Our Commitment to Inclusion We are committed to creating a workplace where everyone belongs. As an inclusive and equal-opportunity employer, we welcome applicants from all backgrounds and experiences. We believe that diversity drives innovation and excellence, and we strive to build a culture of respect, fairness, and opportunity for all. 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 Please note: Security clearance (DBS) is required for this role.