At a Glance
- Tasks: Lead and innovate cleaning services across a national retail portfolio.
- Company: Dynamic company focused on operational excellence and customer satisfaction.
- Benefits: Competitive salary, travel opportunities, and professional development.
- Other info: Join a culture that champions diversity, engagement, and talent development.
- Why this job: Make a real impact in creating safe and welcoming retail environments.
- Qualifications: Senior leadership experience in multi-site operations and strong understanding of the cleaning industry.
The predicted salary is between 75600 - 92400 £ per year.
The Retail Key Account Director is responsible for the strategic leadership, operational excellence, and commercial performance of all cleaning services delivered across a national portfolio of retail stores.
The role ensures safe, secure, welcoming, and compliant environments for customers and colleagues while driving continuous improvement, contract performance, and value creation.
Key Responsibilities
- Strategic Leadership
- Define and deliver a national strategy for cleaning services aligned with client objectives.
- Act as the senior subject-matter expert for health & safety, customer safety, and cleaning excellence within retail environments.
- Lead nationwide initiatives covering innovation, technology adoption, sustainability, and service transformation.
- Represent the organisation at senior level meetings, client forums, and industry bodies.
- Operational Excellence
- Oversee cleaning operations across multiple retail locations.
- Ensure consistent high service standards, customer experience, and brand alignment across all sites.
- Establish and monitor KPIs, SLAs, and performance frameworks, driving accountability at regional and local levels.
- Manage critical incidents, high-risk events, and business continuity planning.
- Preparation and delivery of monthly and quarterly client review presentations.
- Compliance & Risk Management
- Ensure full compliance with UK legislation and industry standards, including:
- Health & Safety at Work Act
- COSHH and cleaning compliance
- Equality, Safeguarding, and Data Protection requirements
- Lead risk assessments, audits, and governance reviews across the national estate.
- Act as the escalation point for serious incidents, reputational risk, and client concerns.
- Commercial & Financial Management
- Hold full P&L responsibility for multi-million pound contract.
- Manage budgets, cost control, margin delivery, and value engineering.
- Lead contract negotiations, mobilisations, retentions, and renewals.
- Identify growth opportunities, added-value services, and innovation pathways.
- Client & Stakeholder Engagement
- Develop senior relationships with:
- Key Customer Stakeholders
- Exec Board Members
- Retail directors Store Teams
- Serve as the primary national escalation point for key clients.
- Support bids, tenders, and proposals relating to shopping centre security and cleaning.
- People Leadership
- Lead, mentor, and develop a high-performing soft services team at each centre.
- Drive engagement, diversity, wellbeing, and talent development across large frontline workforces.
- Ensure robust succession planning and capability building.
- Champion a culture of professionalism, accountability, and customer focus.
Person Specification
- Proven senior leadership experience in multi-site FM operations, ideally within retail estates.
- Strong understanding of cleaning industry, standards, and best practice.
- Demonstrable experience managing large-scale P&L and complex contracts.
- Ability to operate credibly at client and executive level.
- Excellent people leadership skills across geographically dispersed teams.
- Commercially astute, data-driven, and outcome focused.
- Willingness to travel extensively across the UK.
Director, Customer Account Manager in Darlington employer: Bidvest Noonan
As a leading provider of cleaning services across the UK retail sector, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our commitment to operational excellence and innovation not only ensures a safe and compliant environment for our clients but also empowers our team members with opportunities to lead and excel in their careers. Join us to be part of a forward-thinking organisation that values your contributions and supports your professional journey.
