Our Client requires an Account Director to oversee their London Cleaning operation which consists of high profile contacts. As experienced senior Manager, you will report directly to the Regional Director and manage operations in line with customer and company expectations.

The Account Director is responsible for the overall management and development of each account. This will include managing relationships with clients and account personnel, where you should be able to demonstrate a great aptitude for building and maintaining positive customer relationships whilst balancing the needs of the business.

You must also possess excellent planning and leadership abilities to continually improve the quality, delivery and value of the service offering, ensuring the company’s retention of the accounts and facilitating further growth.

Key Duties:

• Strategic Management:
• To provide the lead role in the operational delivery and monitoring of contract performance within the account, including:
• Managing performance to SLAs and against KPIs
• Ensuring all contractual obligations are fulfilled and exceeding the customer’s expectation
• Managing and resolution of all comments or complaints;
• To support the Account Managers to deliver efficiencies and service improvements, including continuous improvement activities in the following areas
• Continual improvement of the customer experience including proactive resolution of comments and complaints
• Regular benchmarking and alternative service modelling activities
• Exploring opportunities for collaboration across industry
• Maintaining contact with the marketplace to maintain awareness of the latest trends and sector initiatives
• Value for Money (VFM) choices when commissioning change to existing contracts
• Drive process and contract efficiencies for the account
• Ensure appropriate career development and knowledge sharing opportunities are taken up
• To support the business in the development and implementation of the performance and contract management strategy.
• Commercially manage all supply chain and supplier performance activity within the account, implementing sustainable solutions for cost savings and efficiency improvements
• Develop and manage the account and bids that reflect customers’ needs and take account of legislation, H&S, fraud prevention, sustainability and workforce issues
• To assist and facilitate in all aspects of commercial contract portfolio procurement in conjunction with procurement and technical specialists
• Delivery of efficiency savings by adopting a strategic performance management approach and working closely with service areas to control and manage expenditure
• Deliver objectives set by the business
• Ensure best value is delivered through the development and effective use of performance management
• Maintaining and updating the contracts register and tracking contract milestones
• To recruit and be responsible for the management, motivation, performance, training and people support
• Lead and motivate employees and subcontracted staff to ensure that works are completed both in an efficient manner and in accordance with the agreed program
• Lead the induction process within the account ensuring the correct relationship is delivered from day one, maximising staff retention
• Regularly review the training and development needs of the Account Management Team
• Carry out appraisals as appropriate
• Ensure that work schedules and periodic plans are met and managed with exceptional execution

Person Specification:

• Proven experience within a similar role
• Demonstrate experience in negotiation and meeting client requirements
• Solid understanding of budgeting and reporting on progress at a senior level
• Knowledge of performance management techniques and metrics
• Working knowledge of MS office and or industry relevant software
• Excellent communication and interpersonal skills with an aptitude for fostering positive long-term relationships
• Outstanding organisational and leadership skills