Key Account Manager in Maidenhead

We are seeking an experienced and commercially driven Key Account Manager to lead and grow our most important client relationships. This role is responsible for managing our largest direct clients, as well as key Facilities Management and Contract Catering partners, while also overseeing the Account Management and Renewals teams. The primary objective is to maximise customer retention (targeting 90%+), strengthen long-term partnerships, and proactively identify and mitigate risks to revenue.

Key Responsibilities

• Strategic Account Management
  • Own and manage relationships with our largest and most strategically important direct clients.
  • Develop and execute account plans to drive growth, satisfaction, and long-term retention.
  • Act as the senior point of contact for key stakeholders, building strong, trusted partnerships.
  • Identify upsell and cross-sell opportunities within existing accounts.
• Partnership Management
  • Manage and grow relationships with key Facilities Management and Contract Catering partners.
  • Ensure alignment of objectives, service delivery standards, and commercial performance.
  • Collaborate with partners to unlock new opportunities and strengthen joint value propositions.
• Team Leadership
  • Lead, coach, and develop the Account Management and Renewals teams.
  • Set clear performance targets and KPIs aligned with retention and revenue goals.
  • Foster a high-performance, customer-centric culture within the team.
  • Provide guidance on complex or high-risk accounts.
• Retention & Risk Management
  • Own the company-wide retention target of 90%+ across key accounts.
  • Proactively identify at-risk customers and implement recovery plans.
  • Analyse churn trends and drive continuous improvement initiatives.
  • Work cross-functionally to resolve service or delivery issues impacting client satisfaction.
• Renewals Management
  • Oversee the renewals process to ensure timely and successful contract extensions.
  • Support the team in negotiating renewals and managing commercial discussions.
  • Ensure accurate forecasting of renewals and retention metrics.
• Reporting & Performance
  • Track and report on key account performance, retention rates, and revenue growth.
  • Provide regular updates to senior leadership on risks, opportunities, and strategic initiatives.
  • Use data and insights to inform decision-making and improve customer outcomes.

Key Skills & Experience

• Proven experience in Key Account Management or Strategic Account Management.
• Experience managing large, complex clients and partnerships.
• Strong leadership experience, with the ability to manage and develop teams.
• Demonstrated success in achieving high retention rates and reducing churn.
• Excellent stakeholder management and communication skills.
• Commercially astute with strong negotiation skills.
• Experience working with Facilities Management and/or Contract Catering sectors (desirable).

Key Performance Indicators (KPIs)

• Customer retention rate (target: 90%+)
• Revenue retention and growth within key accounts
• Renewal success rate
• Customer satisfaction and engagement scores
• Team performance against targets

What Success Looks Like

• Strong, long-term relationships with key clients and partners
• Consistent achievement of retention targets above 90%
• A high-performing, proactive account management and renewals team
• Reduced churn and increased lifetime value of customers

MCFT, established 30 years ago, provides commercial kitchen maintenance for high-end customers in the UK, Europe, the Middle East and Asia; We’re highly regarded by all the key players in our multi-national supply chain. Our ambition is to be the pre-eminent provider in our field - in the UK and, importantly, overseas - where we have ambitions to be working around the world. We’re now looking for an experienced Key Account Manager to support us on our journey. If this sounds like you then please apply today!

Why not visit our website – www.mcft.com