Account Director in London

Lexington is an award-winning contract caterer that focuses on providing great food and service to customers. To do this, we need fabulous people and we work hard to create an environment where our team members feel engaged, inspired, valued and enjoy what they do.

We are currently looking for an experienced Catering and hospitality account director who will lead and develop the catering and hospitality account to deliver outstanding food, service and client experiences, whilst maximising operational efficiency, commercial performance and long term contract retention. The role provides strategic and operational leadership across all areas of the account, including hospitality and events, fine dining, vending, café and the staff restaurant.

Key responsibilities:

• Client relationship and account management
  • Act as the primary point of contact for the client, building strong, trusted relationships at all levels.
  • Ensure delivery of all contractual obligations, service level agreements and key performance indicators (KPIs).
  • Lead regular client reviews, providing performance reports, insight and recommendations.
  • Develop and present business cases and proposals for change, innovation and investment.
  • Proactively manage client expectations, address issues before they escalate and ensure high levels of satisfaction and retention.
• Operational leadership
  • Lead and oversee day to day operations across the account, ensuring consistently high standards in food, service and site presentation.
  • Drive operational excellence across hospitality (including fine dining and events), cafés, staff restaurants and retail where applicable.
  • Produce and agree annual business plans and site level plans with clients and internal stakeholders.
  • Ensure all sites operate in line with company policies and agreed operating procedures.
  • Plan and support site marketing and promotional activity, ensuring merchandising is creative, professional and aligned with the client brand.
• Financial and commercial management
  • Own the commercial performance of the account, typically with a turnover in the region of £7m.
  • Prepare, agree and manage annual budgets, forecasts and growth strategies with directors and clients.
  • Monitor financial performance weekly and monthly, including sales, labour, gross profit, purchasing and overheads.
  • Ensure accurate and timely invoicing and payment, client financial reporting and supporting operational data.
  • Identify and secure opportunities for upselling, cross-selling and organic growth, working closely with operations, food and marketing teams.
• People leadership and culture
  • Lead, motivate and inspire managers and teams across the account (for example, circa 110 colleagues across multiple departments).
  • Recruit, induct, train and develop managers and key personnel to create high-performing, engaged teams.
  • Conduct regular Talent Toolbox reviews and target setting, ensuring performance issues are addressed promptly and constructively.
  • Identify talent, put in place succession plans for high-risk roles and support internal progression across sites and functions.
  • Champion the company’s values and culture, actively promoting a positive, inclusive and collaborative working environment.
  • Create opportunities and forums for teams to share ideas, network and contribute to continuous improvement.
• Compliance, safety and quality
  • Ensure full compliance with all statutory and company policies, including health and safety, food safety, allergen management, COSHH and employment legislation.
  • Champion and monitor health and safety, food hygiene, environmental management systems (EMS) and human resources (HR) procedures across site.
  • Achieve successful internal and external audits and ensure action plans are completed on time.
  • Safeguard food and service ethos and standards, ensuring that all site standards meet or exceed company and client expectations.
  • Act as a role model for best practice, leading by example in all operational, safety and ethical behaviours.
• Innovation, improvement and change
  • Drive innovation in food, service style, technology and guest experience across the account and wider business.
  • Encourage teams to identify improvements and bring forward solutions, not just problems.
  • Lead change programmes within the account, communicating clearly, supporting teams and ensuring delivery to agreed timelines.
  • Stay aware of market trends and competitor activity within the catering, hospitality and workplace experience sectors, and translate insight into action.

Experience and knowledge:

• Proven experience in a senior operations or account director role within contract catering, hospitality or a related service sector.
• Experience leading multi-site or large single-site operations with significant financial turnover (for example, £8m–£12m).
• Strong understanding of the business and industry (B&I) foodservice sector, with exposure to hospitality, fine dining, cafés and staff restaurants.
• Demonstrable track record of client relationship management and contract retention.
• Strong commercial acumen, including budgeting, forecasting, P&L ownership and performance analysis.
• Experience managing complex HR processes (for example TUPE, restructures, changes to terms and conditions, redundancies).
• Proven experience in recruitment, development and performance management of managers and large teams.
• Experience in commercial hotels or restaurants.
• Experience of major mobilisations or flagship site management.
• Formal catering or hospitality qualification, or equivalent experience.
• Strong understanding of experiential service to a high level.

Skills and behaviours:

• Leadership and people
  • Inspiring leader who develops, empowers and supports managers and teams.
  • Fair, consistent management style that reflects company values.
  • Strong team player who collaborates across departments.
• Communication and relationships
  • Excellent verbal and written communication skills, with the ability to adapt to all levels, from front line colleagues to senior client stakeholders.
  • High emotional intelligence, able to read situations, manage expectations and hold honest, constructive conversations.
  • Strong presentation skills, both written and aural, for clients and internal audiences.
• Commercial and operational
  • Results orientated with a proactive, hands on approach to improving performance.
  • Strong analytical skills, able to interpret financial and operational data and translate into practical actions.
  • Comfortable balancing client needs, guest experience and commercial objectives.
• Problem solving and decision making
  • Confident decision maker who brings forward well-considered solutions.
  • Able to prioritise effectively in a fast-paced, multi-site environment and manage competing demands.
  • Open and responsive to change, driving improvements and innovation.
  • Genuine passion for hospitality, food and service excellence.
  • Client-focused mindset, committed to delivering quality and value.

Brilliant Work Deserves Brilliant Perks!

At Elior, we believe that when you love where you work, it shows. That’s why we make sure our team feels appreciated, supported, and set up for success!

Here’s what’s waiting for you:

• Free, tasty meals - Enjoy tasty, nutritious food on us while you work!
• Flexible working - including part time roles, because life doesn’t run on a 9-5 schedule.
• Plenty of Time to Unwind - 28 days of holiday, and after two years, enjoy even more with 31 days.
• Leave for life’s important moments - whether family, personal or unexpected.
• Give back time - paid volunteering days for the causes you care about.
• Room to grow - career development and learning opportunities for all stages of your career.
• Financial security - pension schemes and life assurance.
• Exclusive discounts - save on entertainment, leisure, and even travel!

One small thing - we welcome you to apply using the name you feel most comfortable with! No need for legal names at this stage.

Why You’ll Love Working Here

We’re a people-first business with over 10,000 colleagues across the UK, serving everything from stadiums to hospitals, schools to workplaces. Our mission? To enrich lives everywhere, every day.

And here’s the best part - 87% of our team say they’re proud to work here! Why? Because we create a place where you’re listened to, trusted, supported, and valued.

Not sure you match every single requirement? Apply anyway! Research shows that many people - especially women and those from underrepresented backgrounds - hold back unless they meet 100% of the criteria. But we hire for potential, not just experience. If you’re passionate and ready to grow, we want to hear from you!

We Celebrate You!

At Elior, diversity and inclusion aren’t just policies, they’re who we are. We know that different perspectives make us stronger, and we’re dedicated to creating an environment where everyone feels seen, heard, and empowered to succeed.

Need any support or adjustments during the application process? Just let us know - we’re happy to help!

Ready to join us? Hit ‘Apply Now’ and let’s chat!