Key Account Director
2 days ago
Cheshire West And Chester
As Key Account Director, you will take full ownership of a strategically important, single-site contract within a leading FM business. Historically soft services-led, the contract has expanded into a Total Facilities Management (TFM) model and now requires a hands-on, commercially aware leader to re-energise operations, improve service standards, and rebuild senior client relationships. This is a high-impact leadership role with full accountability for delivery, client satisfaction, and contract growth. You’ll lead on-site operational teams and drive cultural change, uplift service quality, and work closely with the client to restore confidence and partnership alignment. Key Responsibilities Strategic and Commercial • Lead the turnaround and transformation of a strategically critical site, aligning delivery with commercial and contractual objectives., • Identify opportunities to improve profitability, service quality, and client perception through innovation and service refinement., • Contribute to budget planning, cost management and growth strategies that enhance contract performance and stability., • Support the business with reporting and insight that feeds into strategic planning and future contract negotiations. Operational Delivery • Oversee day-to-day TFM operations with a strong emphasis on soft services, particularly industrial cleaning and workplace support., • Ensure compliance with service-level agreements (SLAs), health & safety regulations, and internal operational standards., • Drive a culture of operational rigour and continuous improvement, ensuring high levels of responsiveness, quality and consistency., • Actively address service gaps, underperformance or legacy challenges, creating a plan for rapid improvement. People Leadership • Lead and manage on-site FM teams including cleaning, technical, front-of-house, and subcontracted service providers., • Set clear performance expectations, hold teams accountable, and develop talent within the contract., • Champion employee engagement and ensure alignment with the client's workplace culture and expectations. Client Engagement & Relationship Management • Act as the day-to-day senior contact for the client, rebuilding trust, visibility, and credibility., • Engage in regular, structured client meetings including reviews, reporting, and future planning., • Develop a deep understanding of the client’s strategic priorities and position the contract to support their wider business goals., • Be proactive in resolving issues and building partnerships that create long-term client value and contract retention. Collaboration & Internal Influence • Work closely with HR, Finance, Compliance and central operations to support robust contract delivery., • Provide insights to senior leadership on risks, opportunities, and lessons learned to inform wider business practice., • Support mobilisation of any new or changing services within the site as needed. Candidate Profile Experience Requirements • Proven leadership experience in FM environments, with a strong track record in industrial cleaning service delivery., • Strong background in soft services, with an understanding of TFM operations in a large, single-site setting., • Demonstrated success in contract recovery, operational transformation, or performance improvement projects., • Experience building relationships at senior client level, ideally within complex or demanding environments., • Commercially aware with an understanding of how to drive margin, client satisfaction and service outcomes. Soft Skills • Strategic thinker with a hands-on, delivery-focused mindset., • Independent, self-starting and confident managing challenging situations., • Fast-paced and resilient, with the ability to lead through pressure and change., • Strong interpersonal and communication skills, able to quickly build rapport and trust., • Practical leader with high emotional intelligence and team engagement skills.