Operations Manager (Client Account Manager)

Client Account Manager

Salary

• Competitive + Benefits
• Join NSL – Part of Marston Holdings

At NSL, part of Marston Holdings, we're much more than the "parking people".

We work in partnership with local authorities and public sector organisations to deliver essential parking, traffic and street management services that help keep communities safe, accessible and moving.

We're looking for an experienced

Client Account Manager to join our London team.

This is an exciting opportunity for someone who thrives on building strong client relationships, leading operational performance, and delivering outstanding customer service in a fast-paced environment.

If you're a commercially minded operational leader who enjoys working with clients, managing teams, and driving continuous improvement, we'd love to hear from you.

The Role

As Client Account Manager, you'll take ownership of one or more client contracts, ensuring operational excellence, contractual compliance, and exceptional service delivery.

Acting as the primary point of contact for your clients, you'll build trusted relationships, provide strategic and operational support, and ensure services consistently meet or exceed contractual KPIs, SLAs, and financial targets.

Working closely with the Account Director and operational management teams, you'll identify opportunities to improve performance, introduce innovative solutions, and contribute to the continued growth and success of the contract.

Key Responsibilities

• Manage the day-to-day delivery of client contracts, ensuring contractual obligations, KPIs and SLAs are achieved.
• Act as the primary relationship manager for clients, providing advice, support and regular performance updates.
• Build strong partnerships with clients, stakeholders and operational teams.
• Lead, coach and develop supervisors and frontline colleagues to create a high-performing and engaged workforce.
• Drive operational excellence through performance management and continuous improvement initiatives.
• Monitor financial performance, including budgets, forecasting, cost control and EBITDAO targets.
• Produce operational reports and contractual performance information for clients.
• Conduct regular client review meetings and develop account plans to support long-term contract success.
• Identify opportunities for service improvements, contract extensions and additional business.
• Support contract mobilisations and work collaboratively with internal departments to deliver successful outcomes.
• Ensure compliance with company policies, health and safety legislation, information security requirements and data protection regulations.

About You

We're looking for someone who can demonstrate

• Experience managing client relationships within an operational or service delivery environment.
• Strong leadership skills with experience managing operational teams.
• A proven ability to deliver against KPIs, SLAs and financial objectives.
• Excellent stakeholder management and communication skills, with the confidence to engage senior decision-makers.
• Commercial awareness, including experience managing budgets, forecasting and operational costs.
• Strong organisational and problem-solving skills.
• The ability to manage multiple priorities within a fast-paced environment.
• A proactive approach to continuous improvement and customer satisfaction.
• Excellent IT skills, including Microsoft Office.
• Experience within parking, enforcement, facilities management, transport, outsourced services or local government would be advantageous but is not essential.

What We Offer

• Competitive salary.
• 25 days annual leave plus Bank Holidays.
• Company car or car allowance.
• 40-hour working week, Monday to Friday.
• Company pension scheme.
• Employee discounts and wellbeing benefits.
• Ongoing training and professional development.
• Career progression opportunities within Marston Holdings.
• A collaborative, supportive and inclusive working environment.
• Additional Information

This role is subject to satisfactory pre-employment screening, including a Disclosure and Barring Service (DBS) check where applicable.

Marston Holdings is an equal opportunities employer. We value diversity and are committed to creating an inclusive workplace where everyone can succeed.

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