Key Responsibilities:
Account Management and Client Relations:
- Serve as the primary point of contact for the account.
- Develop and maintain strong, strategic relationships with clients and key stakeholders.
- Conduct regular meetings to discuss performance, address concerns, and identify opportunities for improvement.
- Proactively manage client expectations and ensure service delivery aligns with contractual agreements.
- Lead contract negotiations and renewals, working closely with the procurement team.
- Develop and implement account-specific strategies to drive client retention and growth.
Client Satisfaction and Experience:
- Regularly assess client satisfaction through formal and informal feedback mechanisms.
- Develop and implement action plans to address client feedback and improve service delivery.
- Create and maintain a client communication plan, ensuring timely and effective information sharing.
- Anticipate client needs and proactively propose solutions and value-added services.
Strategic Account Planning:
- Develop and execute long-term strategic plans for the account, aligned with client's business objectives.
- Identify and pursue opportunities for account expansion and additional service offerings.
- Collaborate with internal teams to develop tailored solutions for client-specific challenges.
- Stay informed about clients industry trends and business developments to provide relevant insights and recommendations.
Operational Oversight:
- Manage and coordinate all facilities management services, including maintenance, cleaning, security, and other support services.
- Implement and maintain standard operating procedures for all service lines.
- Monitor and evaluate service performance, identifying areas for improvement.
Team Leadership:
- Lead, mentor, and develop a team of facilities management professionals.
- Assign tasks, set priorities, and manage workload distribution.
- Conduct regular team meetings and performance reviews.
Financial Management:
- Oversee account budgets and financial performance.
- Identify cost-saving opportunities and implement efficiency measures.
- Prepare and present financial reports to clients and internal stakeholders.
- Develop pricing strategies for contract renewals and additional services.
Compliance and Risk Management:
- Ensure compliance with health, safety, and environmental regulations.
- Manage and mitigate operational risks.
- Conduct regular audits and inspections to maintain quality standards.
Continuous Improvement:
- Identify and implement process improvements and best practices.
- Stay updated on industry trends and innovations in facilities management.
- Drive initiatives to enhance service delivery and client satisfaction.
Reporting and Analytics:
- Develop and maintain key performance indicators (KPIs) for account performance.
- Prepare regular reports on operational performance, financial metrics, and client satisfaction.
- Analyze data to inform strategic decisions and improvements.
Cross-functional Collaboration:
- Work closely with internal/external teams and all stakeholders to ensure a cohesive approach to client management.
- Facilitate knowledge sharing and best practices across accounts and teams.
Scheduled Weekly Hours:
48
