Key Account Manager

Reporting to: Customer Relations Manager

Start Date: Immediate

Working Hours: Mon – Fri, 8am – 5pm

Probation Period: 6 months

Job Type: Full Time, Permanent

Job Location: Office Based

About The Job

To manage and grow assigned maintenance contracts through proactive client engagement, site and building services management, commercial development, and multi-disciplinary coordination. The KAM ensures compliance, maximises operational efficiency, drives revenue opportunities, and represents the voice of the client across East West Connect (EWC). This role also provides a clear pathway for career progression and development within the organisation.

DUTIES

• Contract & Client Management
  • Act as the primary client contact, understanding client needs and expectations.
  • Lead contract mobilisation, onboarding, and handover processes.
  • Maintain accurate asset records, site documentation, and compliance registers.
  • Host regular client meetings, log actions, and distribute monthly performance reports.
• Operational & Site Management
  • Coordinate engineers, Building Services Operatives, and subcontractors to deliver services efficiently.
  • Monitor and enforce safe systems of work, permits, and regulatory compliance.
  • Ensure timely delivery of reactive jobs, and capital works within SLA.
• Commercial & Revenue Responsibilities
  • Track, follow-up, and convert quotes, sales leads, and remedial opportunities.
  • Work with Sales/Estimation teams to complete tender responses and bid submissions.
  • Proactively research and target prospective clients, logging all outreach, meetings, and opportunities into a Pipeline Tracker.
  • Identify opportunities for process improvement, revenue growth, and client satisfaction.
• Reporting, Analysis & Continuous Improvement
  • Compile, analyse, and present KPI and performance dashboards.
  • Capture client feedback to support process improvements, service delivery, and business growth.
  • Promote and uphold EWC values, professionalism, and client-focused culture.
• Professional Development & Leadership
  • Mentor and support colleagues to develop skills in Excel, presentations, tender writing, and technical knowledge.
  • Represent the company confidently in presentations, tender interviews, and client meetings.

Essential QUALIFICATIONS AND EXPERIENCE

• Proven experience in client engagement within maintenance, engineering, or property services.
• Previous experience in maintenance, engineering or property services with a Level 2 or higher in mechanical or electrical maintenance.
• Experience in contract/site management and KPI-driven performance.
• Familiarity with governance, risk management, and mobilisation/onboarding projects.
• Strong communication, organisational, and multi-tasking abilities.

Desirable

• Exposure to M&E, building fabric, fire, and security systems.
• Experience preparing performance reports, dashboards, and bid documents.
• CAFM or CMMS systems knowledge.

KNOWLEDGE

• Excel/Data: Able to create dashboards, KPI trackers, risk registers, and analyse operational data.
• Presentation: Confident presenting to client groups, internal teams, or at tender interviews.
• Tender Writing: Able to contribute to bid responses, PQQs, method statements, and mobilisation plans.
• Contract/Technical Knowledge: Solid understanding of building services, maintenance standards, and compliance (SFG20, F‑gas, fire safety, water hygiene).
• Communication & Influence: Can negotiate outcomes, influence multi-disciplinary teams, and convey the voice of the client.
• Leadership: Ability to mentor and motivate colleagues, influence without direct authority, and promote continuous improvement.

Skills

• Excellent levels of verbal and written communication skills.
• Excellent track record of building effective teams, forming positive and motivational relationships.
• Ability to influence and negotiate positive outcomes with senior managers, supervisors, operatives and third parties.
• Excellent research and reporting skills, able to analyse complex information and present it in an accessible way.
• Ability to maintain accurate records and use a range of digital packages to communicate strategic and operational information.
• Excellent planning and organisational skills.

Other

• The ability to travel to a range of sites.
• Appreciation that there might be out of hours working, agreed in advance.
• Attendance at sales and marketing events.
• Commitment to personal development and building team capability.