Client Relationship Manager

National role – travel required (Lincoln to Plymouth)

Competitive salary + car allowance

Working in close partnership with the National Operations Director, the Client Relationship Manager will hold strategic responsibility for a key national real‑estate client
, overseeing service delivery across a large, multi‑site cleaning contract portfolio.

This role requires a hands‑on, visible leadership approach
, with regular field accompaniment to support operational teams, drive performance, and ensure contractual excellence. You will analyse performance, identify risks and opportunities, and translate insight into clear operating strategies that enhance client satisfaction and commercial outcomes.

• Acting as the senior escalation point for designated contracts, building and sustaining strong relationships with Director‑ and MD‑level client stakeholders
• Ensuring delivery in line with contract framework agreements, tender commitments, and agreed service outcomes
• Holding overall financial accountability, including annual budget reviews in collaboration with stakeholders across shopping centres and retail park locations
• Driving consistency in service delivery, quality assurance, and KPI performance across all sites within the portfolio
• Leading annual contract reviews, embedding innovation, continuous improvement, and measurable customer satisfaction
• Conducting regular site visits to assess standards, audit performance, and ensure quality compliance
• Ensuring regional operational teams consistently adhere to client‑specific requirements beyond standard KPIs
• Supporting and challenging operational leadership to optimise performance and mitigate risk

• Senior management experience within an FM and/or B2B environment
• Demonstrable success managing high‑value, national single or multi‑contract portfolios
• Proven ability to communicate with confidence and credibility at Director and MD level
• A proactive, commercially minded approach, with the ability to identify early indicators of service risk and implement preventative solutions
• Excellent commercial analysis and problem‑solving skills, with a track record of turning insight into effective action
• The ability to balance multiple priorities in a pressurised environment, using time effectively to stay ahead of potential issues
• Exceptional relationship‑building skills, alongside the confidence to hold firm and take decisive action where required
• A full UK driving licence and flexibility for national travel

• Employee Ownership – You are part of our success!
• 33 days holiday (including bank holidays)
• Company sick pay
• Maternity and paternity leave support
• 24/7 GP access, plus mental health, wellness, financial, and legal support
• Two paid volunteering days per year – Give back to a cause that matters to you
• Exclusive perks and discounts – More than 250 deals available
• Ongoing training and development – From apprenticeships to leadership programs
• Wellbeing, Diversity & Inclusion – Our Mosaic Committee and Mental Health First Aiders are leading the way
• Recognition and rewards – Celebrating our shining stars all year round

We are committed to creating a workplace where everyone belongs. As an inclusive and equal-opportunity employer, we welcome applicants from all backgrounds and experiences. We believe that diversity drives innovation and excellence, and we strive to build a culture of respect, fairness, and opportunity for all.

Please let us know if there are any adjustments, we can make to support you during our recruitment process. We’re happy to help…

Please note:

Security clearance (DBS) is required for this role.