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.
As Client Relationship Manager, you will be responsible for:
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
As Client Relationship Manager, you will have:
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
What we offer you:We believe in rewarding talent and creating a workplace where everyone feels valued. Here's what you'll get:
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
Our Commitment to Inclusion
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.
Reasonable adjustments
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.