Client FM Director

Instant Group
09 Aug 2017
24 Aug 2017
Contract Type
Full Time

CLIENT Services Director

Role Purpose

Reporting to the Head of Client Services this role is a senior client relationship director who is responsible for developing and managing client relationship(s), account strategy and operational and financial performance. Within the role you will be expected to have a clear understanding of the industry sector, client needs and contractual terms. You will also be responsible for leading the profitable development of the client account(s) and positioning Instant Group as a strategic business partner, whilst creating competitive advantage for both the client(s) and Instant Group.

The role will be FM/Operational biased and will require a strong individual from the industry.

Key Responsibilities

Client Relationship Management

o Manage the clients proactively and professionally, ensuring their expectations are not only met, but also exceeded

o Seek to position Instant Group as a strategic partner of the customer, through proposing business solutions that add value and competitive advantage to the customer’s business and enhance its performance and reputation

o Create a strategic client plan, anticipating customer needs for a minimum of three years and engaging the wider Instant Group business to create compelling solutions and options

Operational management

o Ensure the effective delivery of all contracted clients deliverables (this will include the full range of Hard and Soft FM services)

o Review operational and client issues at sites and troubleshoot significant operations/service delivery issues

o Identify all operational, compliance and financial risk areas, implement necessary controls and ensure regular independent audit. Escalate and attempt to mitigate any high risks in both the clients’ and Instant Group’s organisations

o Ensure the continuous review and improvement of client metrics and reports, including the compilation and presentation of global MI

o Lead / coordinate initiatives on a global basis (e.g. best practice, MI, innovation, cost savings, performance, customer satisfaction and quality)

o Matrix manage regional teams to deliver solutions - create a culture of ‘one-client-team’

o Build relationships with key vendors and ensure they are satisfying the business needs of the client base

Business Development and Business Planning / Account Growth

o Create a compelling client vision

o Responsible for creating opportunities across Instant Group’s total proposition

o Develop strategies to capture viable business opportunities, presenting and communicating these to clients

o Lead / participate in the formation of proposals for business expansion within existing client locations

Financial management

o Develop and ensure implementation of a strategy for each targeted account, which delivers revenue and profitability growth (when measured at a macro level) through organic client growth, the identification of new clients and / or service lines. Growth targets to be set annually through objectives

o Creation of initial account budgets and costs for all service lines

o Manage the budgeting and forecasting processes and be accountable for overall financial performance of the account

People management and development

o Work closely with all levels, including senior and executive management, managers, and staff at client sites and within global and regional corporate offices

o Manage the selection, induction, development, retention, motivation and performance management of direct reports

Background and experience

o Strong background in Property, or FM

o Proven track record of delivery FM or property projects

o Technical knowledge of mechanical and electrical systems within commercial property’s

o Excellent Hard and Soft FM experience

o Significant experience and a proven track record of being a recognised leader and manager of people in an international or global customer service intensive environment

o Extensive consultative selling experience working at a board level with large scale client engagements

o A natural consultative approach with the ability to form strong working relationship through gravitas, an engaging personality and business credibility

o Proven track record of growing volume, profitability and client satisfaction

o Proven track record of developing strategic solutions that have permanently resolved poor contract performance or difficult situations

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