Commercial Account Manager - 12-Month Mat Cover Contract

At Fora, we're fuelled by a desire to enhance the way people work. We’re here for the progressives, the forward thinkers, the status quo-challengers, the creators and the innovators. With signature hospitality, a like-minded community of members and a re-energising wellness experience, Fora takes the grind out of daily work-life, so members can focus on what’s important - working productively, healthily and happily.

Our journey began over 20 years ago, when we opened our first location on London’s City Road. Since then, our collection has grown to over 60 distinctive workspaces across London, the UK and Germany, totalling 3.2 million sq ft of real estate. Over the last two decades we have welcomed approximately 300,000 members through our doors, with over 30,000 members today, and boast market-leading retention rates.

As a trusted workspace provider for teams of all sizes, from established brands to new ventures, our uniquely designed, flexible office spaces come with a range of exceptional on-site amenities and a dedicated Member Experience team to take care of all the day-to-day details. Ocado, The British Fashion Council and Pangaia are just some of the businesses who call a Fora workspace home.

Fora is London’s leading provider of flexible office spaces. All of our design-led spaces are open and supported by our dedicated front-of-house teams, five days per week. Fora is part of The Office Group, backed by Blackstone and Brockton Capital. We have ambitious plans to expand our collection of workspaces in the future, pioneering industry change through our conscious design and construction practices, and creating workspaces that empower our members to work in their own unique way.

The Role

This is a key role within the sales function, responsible for driving customer retention and minimizing churn. You will be tasked with a collection of buildings focusing on retaining and growing customer accounts, and personally managing relationships with your appointment client base. This position is critical to ensuring exceptional client satisfaction, fostering long-term retention, and driving growth across all customer segments. The ideal candidate will bring a proven track record in account management, familiar with multi-site responsibilities, and a deep understanding of customer retention strategies.

Strategic Planning & Execution

• Work with sales leadership to execute and feedback on the renewals strategy that aligns with the company's broader business objectives.
• Continuously monitor market trends and client feedback to refine and enhance the account management approach, ensuring it stays ahead of evolving customer needs and industry dynamics.
• Build an extensive knowledge base of relevant competitors in the submarkets that you operate in.
• Use CRM & other relevant tools effectively to ensure we are actively reaching out to our clients in line with contractual obligations and business forecasting timelines.
• Identify upselling and cross-selling opportunities within existing accounts, expanding services and ensuring client growth in line with company strategy.
• Keep up to date with overall company performance to identify struggling assets & inventory that can be utilised at renewal discussions and possible relocation of clients.
• Balance renewal % uplift with client retention to ensure commercially the right decisions are being made on a case-by-case basis.
• Work closely with the building operations teams on a day-to-day basis. A collaborative approach is imperative to the renewals process and customer experience.
• Collaborate closely with cross-functional teams (e.g. Marketing, Customer Success, Design, Operations) to ensure the seamless delivery of client solutions and to achieve mutual goals.
• Ensuring there is consistent and clear communication with the new business team when it comes to vacant spaces & managing occupancy voids.
• Escalate to Head of Account Management when commercial agreements sit outside of the current framework & set company objectives.
• Attend regular team meetings with the account management team and wider sales department to update on KPI measurements and general observations from buildings & clients.

Collaboration & Teamwork

• Work closely with the building operations teams on a day-to-day basis. A collaborative approach is imperative to the renewals process and customer experience.
• Collaborate closely with cross-functional teams (e.g. Marketing, Customer Success, Design, Operations) to ensure the seamless delivery of client solutions and to achieve mutual goals.
• Ensuring there is consistent and clear communication with the new business team when it comes to vacant spaces & managing occupancy voids.
• Escalate to Head of Account Management when commercial agreements sit outside of the current framework & set company objectives.
• Attend regular team meetings with the account management team and wider sales department to update on KPI measurements and general observations from buildings & clients.

Client Relationship Management

• Build and maintain strong, long-term relationships with clients, becoming a trusted advisor and partner.
• Understand clients' business needs and tailor workspace solutions to fit their requirements.
• Meet face to face whenever possible and ensuring a physical presence is felt in your buildings through being in & among the portfolio 5 days a week.
• Attend targeted service reviews with select clients to ensure their needs are being met, identify areas for improvement, and drive ongoing value as well as identifying growth opportunities.
• Become an extension of the operations teams within your buildings through physically being in their workspaces and attending any relevant member events.
• Become part of the onboarding process with new members to ensure the process is as smooth as possible and they understand your role and how you can support them through their journey with Fora.

Requirements

• 2+ years of Sales and/or Account Management experience.
• Proven experience managing multiple client accounts with a track record of driving revenue growth and retention.
• Ability to work well in teams and across multiple stakeholder groups.
• Excellent communication, negotiation and relationship building skills.
• Strategic thinker with a client-centric mindset with a strong ability to solve complex problems.
• Ability to thrive and execute in a fast-paced dynamic environment and manage multiple priorities effectively.
• Strong understanding of CRM software (Salesforce preferred) and other relevant tools.
• Excellent written and verbal communication skills.
• Collaborative.
• Logical, problem-solving mentality.
• Ability to multi-task and prioritise workload within a fast-paced environment.
• Strong interpersonal skills with the ability to work with senior stakeholders, internal teams and external agencies.
• Organised with excellent attention to detail.
• Self-motivated.
• Ability to be in work 5 days a week, this is not a remote role.

Benefits

• Field based and 5 days working across our portfolio.
• Bonus/Commission.
• 28 days annual leave.
• Birthday off.
• 2 weeks work from anywhere.
• Annual leave purchase scheme.
• Healthshield.
• Study support.
• 5% Pension scheme.
• Life Assurance.
• Discounted Gym membership.
• Season Ticket Loan.
• Cycle to Work Scheme.
• 25% Discount at Fora Cafes.
• Discounted event spaces.