Role Overview
The Key Account Manager is responsible for the day-to-day management, retention, growth, and overall customer experience of an assigned portfolio of KDE’s key accounts. Working closely with the Head of Key Accounts and all operational departments, the role ensures service delivery consistently exceeds client expectations.
The successful candidate will act as the main point of contact for their assigned clients, ensuring high standards of customer service, operational performance, communication, reporting, and commercial growth. They will build strong long-term client relationships, identify new revenue opportunities, and help ensure KDE remains the preferred Facilities Management partner across all service lines.
This role plays an important part in supporting KDE’s growth strategy through excellent account management, client retention, and expansion of existing client relationships.
Key Responsibilities
Account Management
- Develop and implement account management plans for assigned key accounts.
- Build and maintain strong relationships with client stakeholders at all levels.
- Act as the primary point of contact for day-to-day account matters and escalations, referring complex issues to the Head of Key Accounts as required.
- Ensure client satisfaction levels remain consistently high across all service lines.
- Conduct regular client review meetings.
- Monitor contract performance, identifying risks and opportunities for improvement.
Client Reporting & Governance
- Produce and maintain weekly, monthly, quarterly, and annual client reporting packs for assigned accounts.
- Prepare and deliver professional presentation decks and business reviews to clients.
- Analyse performance data, trends, KPIs, compliance levels, and service metrics.
- Present improvement plans and value-added initiatives to clients.
- Ensure all client reporting is accurate, professional, and delivered within agreed timescales.
Revenue Growth & Business Development
- Identify opportunities to increase revenue within assigned accounts.
- Promote KDE’s full range of service offerings including Electrical, Fire & Security, HVAC, Plumbing & Heating, Compliance Services, Projects, and Specialist Services.
- Work closely with the Sales and Business Development teams, and the Head of Key Accounts, to maximise account growth.
- Support the development of account growth plans for assigned clients.
- Contribute to achieving annual revenue growth targets for assigned accounts.
Service Excellence
- Work collaboratively with Contract Managers, Operations Teams, Helpdesk Teams, and Technical Managers to ensure seamless service delivery.
- Support continuous improvement initiatives across assigned accounts.
- Ensure client issues are resolved promptly and professionally.
- Monitor customer satisfaction and implement corrective actions where required.
- Champion a “customer first” culture in all client interactions.
Technology & Reporting
- Utilise CAFM systems, dashboards, automation tools, and reporting software to enhance client engagement.
- Support the adoption of solutions that improve communication, transparency, and service delivery.
- Maintain client-facing reporting tools and performance dashboards.
- Identify opportunities to use technology to improve operational efficiency and customer experience.
Commercial Performance
- Maintain awareness of account profitability and commercial performance.
- Support contract renewals and retention activities.
- Assist with pricing reviews, service enhancements, and contract negotiations.
- Ensure all contractual obligations and service level agreements are achieved.
Skills & Experience Required
Essential
- Proven experience managing client accounts, ideally in a key account or contract management capacity.
- Excellent presentation and communication skills.
- Experience within Facilities Management, Building Services, Maintenance, Engineering, or a related sector.
- Strong commercial awareness and negotiation skills.
- Ability to build relationships at all organisational levels.
- Experience producing client-facing reports and presentations.
- Strong analytical and problem-solving abilities.
Desirable
- Experience managing multi-site or national accounts.
- Knowledge of CAFM systems and performance reporting platforms.
- Experience delivering multi-service FM solutions.
- Degree or professional qualification in Business, Facilities Management, or related discipline.
Personal Attributes
- Professional and highly credible.
- Customer-focused and relationship-driven.
- Commercially astute.
- Strong attention to detail.
- Proactive and solutions-oriented.
- Collaborative team player.
- Highly organised and capable of managing multiple priorities.
- Passionate about delivering exceptional client experiences.
Company Benefits
- Competitive salary (DOE).
- Company pension scheme.
- Additional annual leave entitlement.
- Retail discounts and savings platform.
- Employee wellbeing portal, including EAP and Digital GP access.
- Paid volunteering opportunities.
- Employee referral programme.
- Ongoing training and career development.
- Company events.
KDE Ltd is an equal opportunities employer. All applicants will be evaluated based on their merits, without regard to race, ethnic or national origin, nationality, disability, gender, marital status, religious belief, or sexual orientation.
Work Location: In person
