Key Account Manager

Key Account Manager for Leeds/Newcastle and London - £35k -40k based on experience

Position Overview: The Key Account Manager acts as a dynamic bridge between Crystal Facilities Management, our valued clients, and our operational teams. This role is central to building, maintaining, and expanding relationships with key clients while driving profitability, operational excellence, and service delivery. You will collaborate cross-functionally with the Senior Management Team (SMT) and internal departments to ensure seamless execution of projects, achievement of KPIs, and continued growth of the business.

The ideal candidate will be a results-driven, strategic thinker with a passion for delivering exceptional client service, fostering team development, and driving revenue growth.

Key Account Manager Key Responsibilities:

Account Management Excellence:

• Develop and maintain strong, long-term relationships with key clients, ensuring Crystal FM s services align with customer needs and business objectives.
• Conduct regular client meetings to assess, clarify, and validate requirements, ensuring high satisfaction and service standards are consistently achieved.
• Lead solution development initiatives for identified areas of improvement, coordinating relevant teams and stakeholders to implement effective strategies.
• Proactively resolve client challenges, ensuring smooth communication and timely solutions to build trust and reliability.
• Project & Financial Accountability:
• Oversee the profitability of all projects, including daily cleaning, deep cleaning, and specialized services.
• Prepare and submit detailed monthly project performance reports with insightful analysis and recommendations.
• Develop yearly budgets and ensure monthly budgets and management reports are prepared and presented on time.
• Monitor cashflow and ensure positive financial outcomes, reinvesting in service quality enhancements.
• Operational Leadership:
• Collaborate with operations teams to ensure timely delivery of high-quality services that meet and exceed client expectations.
• Conduct regular site visits to provide support, motivate teams, and strengthen customer relationships.
• Identify training needs within the operations team and drive training programs to develop skills, enhance performance, and ensure compliance with standards.
• Champion health & safety by conducting regular equipment checks, maintaining certifications, and adhering to best practices.

Strategic Collaboration & Growth:

• Work alongside senior management to contribute to strategic account planning, setting performance objectives, and aligning departmental targets.
• Collaborate with the bid team, offering insights from site visits to support accurate costing and pricing for new proposals.
• Prepare and secure approval for commercial proposals and quotations, presenting them professionally to key clients.
• Partner with internal finance, HR, and customer support teams to resolve issues impacting service delivery, staff management, or financial performance.
• Analytics & Reporting:
• Leverage data to analyze account performance, ensuring KPIs and strategic milestones are achieved.
• Produce detailed performance reports for senior management to drive informed decision-making and strategy formulation.
• Use insights to identify growth opportunities, improve processes, and ensure customer retention.

Communication & Relationship Building:

Serve as the voice of the customer, ensuring their needs are communicated internally and met efficiently.

Deliver clear, concise, and impactful communication to clients, operations teams, and senior management.

Build rapport and trust through professional interactions, fostering strong, long-term relationships with key stakeholders.

Skills & Competencies:

Exceptional communication skills, both verbal and written, with the ability to convey complex information in a clear and engaging manner.

Strong analytical and problem-solving abilities to identify opportunities, resolve challenges, and drive improvements.

High emotional intelligence, with outstanding interpersonal skills to connect, influence, and collaborate across teams.

Proactive, results-oriented mindset with a passion for delivering exceptional service and achieving measurable outcomes.

Ability to thrive in a fast-paced, competitive environment while maintaining composure under pressure.

Strong organizational skills with a focus on planning, prioritization, and time management.

Must have: full driving license and fluent English and excellent communication skills, role involves a lot of travelling and site visits

Why Join Us? At Crystal FM, we don t just deliver services we build partnerships, elevate standards, and drive success. As a Key Account Manager, you ll play a vital role in shaping client relationships, fostering team excellence, and contributing to a culture of innovation and growth. If you re driven, ambitious, and ready to make an impact, we want to hear from you!

Apply now and be part of a team that values excellence, integrity, and collaboration.