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- Tasks: Manage client relationships and ensure high service delivery across retail locations.
- Company: Join a leading firm in cleaning and security services, focused on client success.
- Benefits: Enjoy 33 days holiday, company car, and exclusive perks like discounts and wellness support.
- Why this job: Be part of a supportive culture that values diversity and offers growth opportunities.
- Qualifications: Previous senior management experience in FM/Retail and a valid driving licence required.
- Other info: Security clearance (DBS) is necessary for this role.
The predicted salary is between 42000 - 77000 £ per year.
National travel required £50,000 – £55,000 per annum plus company car.
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 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 park 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.
As Client Relationship Manager, you will have the following expertise and attributes:
- 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.
What we offer you:
- 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.
Client Relationship Manager employer: Churchill Group
Contact Detail:
Churchill Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Relationship Manager
✨Tip Number 1
Network with professionals in the facilities management and retail sectors. Attend industry events or join relevant online forums to connect with individuals who may have insights into the role of a Client Relationship Manager.
✨Tip Number 2
Research our company culture and values thoroughly. Understanding what we stand for will help you align your approach during interviews and demonstrate how you can contribute to our mission.
✨Tip Number 3
Prepare specific examples from your past experience that showcase your ability to manage client relationships and drive performance. Highlight instances where you've successfully navigated challenges or improved service delivery.
✨Tip Number 4
Familiarise yourself with the key performance indicators (KPIs) relevant to the role. Being able to discuss how you would maintain or improve these metrics will show your proactive approach and understanding of the position.
We think you need these skills to ace Client Relationship Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in client relationship management, particularly in the FM/Retail or B2B sectors. Emphasise your previous senior management roles and any achievements related to performance growth.
Craft a Compelling Cover Letter: In your cover letter, address how your skills align with the responsibilities of the Client Relationship Manager role. Mention your ability to communicate effectively with senior clients and your proactive approach to service delivery.
Showcase Relevant Skills: Clearly outline your skills in commercial analysis, team development, and multi-tasking in high-pressure environments. Use specific examples from your past experiences to demonstrate these abilities.
Highlight Your Commitment to Inclusion: Since the company values diversity and inclusion, mention any relevant experiences or initiatives you've been involved in that promote these values. This will show that you align with their commitment to creating a welcoming workplace.
How to prepare for a job interview at Churchill Group
✨Understand the Client's Needs
Before the interview, research the specific needs and challenges of the retail clients you will be managing. This will help you demonstrate your understanding of their business and how you can add value.
✨Showcase Your Communication Skills
As a Client Relationship Manager, effective communication is key. Prepare examples of how you've successfully communicated with senior stakeholders in the past, highlighting your ability to convey complex information clearly.
✨Demonstrate Proactive Problem-Solving
Be ready to discuss situations where you've identified potential service drops early and taken action to prevent them. This shows your proactive approach and ability to maintain high service standards.
✨Highlight Your Management Experience
Prepare to talk about your previous management roles, particularly in high-value contract environments. Share specific examples of how you've driven performance growth and developed your teams effectively.
