Key Account Director

As Key Account Director, you will take full ownership of a strategically important, single-site contract within a leading FM business. Historically soft services-led, the contract has expanded into a Total Facilities Management (TFM) model and now requires a hands-on, commercially aware leader to re-energise operations, improve service standards, and rebuild senior client relationships.

This is a high-impact leadership role with full accountability for delivery, client satisfaction, and contract growth. You’ll lead on-site operational teams and drive cultural change, uplift service quality, and work closely with the client to restore confidence and partnership alignment.

Key Responsibilities

Strategic and Commercial

• Lead the turnaround and transformation of a strategically critical site, aligning delivery with commercial and contractual objectives.

• Identify opportunities to improve profitability, service quality, and client perception through innovation and service refinement.

• Contribute to budget planning, cost management and growth strategies that enhance contract performance and stability.

• Support the business with reporting and insight that feeds into strategic planning and future contract negotiations.

Operational Delivery

• Oversee day-to-day TFM operations with a strong emphasis on soft services, particularly industrial cleaning and workplace support.

• Ensure compliance with service-level agreements (SLAs), health & safety regulations, and internal operational standards.

• Drive a culture of operational rigour and continuous improvement, ensuring high levels of responsiveness, quality and consistency.

• Actively address service gaps, underperformance or legacy challenges, creating a plan for rapid improvement.

People Leadership

• Lead and manage on-site FM teams including cleaning, technical, front-of-house, and subcontracted service providers.

• Set clear performance expectations, hold teams accountable, and develop talent within the contract.

• Champion employee engagement and ensure alignment with the client's workplace culture and expectations.

Client Engagement & Relationship Management

• Act as the day-to-day senior contact for the client, rebuilding trust, visibility, and credibility.

• Engage in regular, structured client meetings including reviews, reporting, and future planning.

• Develop a deep understanding of the client’s strategic priorities and position the contract to support their wider business goals.

• Be proactive in resolving issues and building partnerships that create long-term client value and contract retention.

Collaboration & Internal Influence

• Work closely with HR, Finance, Compliance and central operations to support robust contract delivery.

• Provide insights to senior leadership on risks, opportunities, and lessons learned to inform wider business practice.

• Support mobilisation of any new or changing services within the site as needed.

Candidate Profile

Experience Requirements

• Proven leadership experience in FM environments, with a strong track record in industrial cleaning service delivery.

• Strong background in soft services, with an understanding of TFM operations in a large, single-site setting.

• Demonstrated success in contract recovery, operational transformation, or performance improvement projects.

• Experience building relationships at senior client level, ideally within complex or demanding environments.

• Commercially aware with an understanding of how to drive margin, client satisfaction and service outcomes.

Soft Skills

• Strategic thinker with a hands-on, delivery-focused mindset.

• Independent, self-starting and confident managing challenging situations.

• Fast-paced and resilient, with the ability to lead through pressure and change.

• Strong interpersonal and communication skills, able to quickly build rapport and trust.

• Practical leader with high emotional intelligence and team engagement skills.