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For Companies At a Glance
- Tasks: Lead client contracts, ensuring compliance and delivering top-notch service excellence.
- Company: Join a dynamic team focused on customer success and continuous improvement.
- Benefits: Enjoy a competitive salary, car allowance, bonuses, and generous holidays.
- Why this job: Make a real impact by driving growth and building strong client relationships.
- Qualifications: Must have a Level 5 qualification in Facilities Management or similar.
- Other info: Great opportunity for leadership and career advancement in a fast-paced environment.
The predicted salary is between 55000 - 60000 £ per year.
Salary: £55,000 - £60,000
Benefits: Car Allowance, Bonus, Pension, Holidays, Many More Benefits
Location: Field-based
The Role
We are looking for an experienced Customer Success Manager to lead the compliance, quality assurance and performance of a key client contract. You will ensure all contractual obligations are met, budgets are effectively managed, and service excellence is consistently delivered.
A key part of the role will be overseeing the delivery of planned Headlease Inspections across the Arch Co account, while working closely with the client and internal stakeholders to drive continuous improvement, commercial value and long-term partnership success.
What You'll Be Doing
- Support the Account Director in delivering strategic objectives and business plan outcomes
- Identify and mobilise opportunities for organic growth within the contract
- Review KPI performance, providing insight and mitigation where required
- Embed performance reporting into business-as-usual activity
- Manage and review P&L budget lines, controlling costs and minimising financial risk
- Ensure full compliance with contractual and commercial terms
- Manage variations, including add/remove service requests
- Work with finance partners to develop accurate forecasting and financial models
- Identify and eliminate unnecessary costs and inefficient activity
- Line manage site inspectors to ensure headlease inspections are delivered on time and to standard
- Build strong, long-term relationships with client stakeholders
- Lead regular client meetings, ensuring value for money and service excellence
- Drive a culture of continuous improvement across the facilities function
- Coach, develop and motivate team members through change and growth
- Provide strong leadership to ensure quality, safety and performance standards are consistently met
What We're Looking For
Requirements
Qualifications (Essential)- Recognised qualification in Facilities Management, Customer Service or Management (Level 5 or above)
- Membership of a relevant professional body (e.g. IWFM, RICS or engineering institution)
- Relevant Health & Safety qualification
- Proven experience in a similar senior, client-facing role
- Track record of managing multi-site commercial operations or facilities maintenance
- Experience managing senior stakeholders and high-profile clients
- Strong leadership experience with operational and field-based teams
- Demonstrated success in continuous improvement and performance optimisation
- Strong understanding of hard and soft FM services and contractor management
- Solid commercial awareness, including financial planning, P&L control and forecasting
- Knowledge of compliance, quality management, H&S and duty of care obligations
- Strong leadership and people management capability
- Excellent communication and stakeholder engagement skills
- Commercially astute with strong analytical and decision-making ability
- Resilient and adaptable in a fast-paced environment
- Confident managing change and driving improvement initiatives
- IT literate with the ability to present data and insights clearly
Customer Success Manager in London employer: Arcus FM Limited
Contact Detail:
Arcus FM Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Success Manager role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its clients. Understand their values and how they measure success. This will help you tailor your responses and show that you're genuinely interested in driving continuous improvement and service excellence.
✨Tip Number 3
Practice your pitch! Be ready to discuss your experience managing multi-site operations and leading teams. Highlight specific examples of how you've driven performance optimisation and built strong client relationships in the past.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Success Manager role. Highlight your experience in managing client relationships and delivering service excellence, as these are key for us at StudySmarter.
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use specific examples that demonstrate your success in driving continuous improvement and managing budgets effectively.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about the role and how your skills align with our mission at StudySmarter. Keep it engaging and personal.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any updates from us!
How to prepare for a job interview at Arcus FM Limited
✨Know Your Numbers
Before the interview, brush up on your financial acumen. Be ready to discuss P&L management and how you've controlled costs in previous roles. This will show that you understand the commercial side of the Customer Success Manager position.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams through change and improvement initiatives. Highlight specific instances where your leadership made a difference, especially in client-facing situations. This will demonstrate your capability to manage and motivate teams effectively.
✨Understand the Client's Needs
Research the company and its key clients. Be prepared to discuss how you would build strong relationships and ensure service excellence. Showing that you understand their business and can drive value will set you apart from other candidates.
✨Prepare for Scenario Questions
Expect questions about how you would handle specific challenges related to compliance and performance optimisation. Think through potential scenarios and your approach to resolving them. This will showcase your problem-solving skills and strategic thinking.
