Client Relationship Manager (Maternity Cover)
Location: Hybrid Working / Client Sites / London Travel Required
Contract: Fixed-Term (Maternity Cover)
Salary: OTE £35,000 – £40,000 per annum
About Source FM
Source FM is a growing facilities management business focused on delivering exceptional service and building long-term client partnerships. We pride ourselves on being proactive, responsive, and committed to helping our clients achieve their objectives.
We are looking for a highly organised and relationship-focused Client Relationship Manager to join our Client Services team on a fixed-term maternity cover contract.
This is an excellent opportunity for an experienced Account Manager, Client Relationship Manager, Customer Success Manager, or facilities management professional who enjoys building strong client relationships, improving client outcomes, and contributing to business growth.
Whilst facilities management experience is not essential, candidates with experience in property services, compliance, maintenance, construction support services, customer success, business services, or other service-led industries will be particularly well suited to the role.
The Role
As Client Relationship Manager, you will be responsible for managing a portfolio of key client accounts, ensuring high levels of client satisfaction, contract retention, and account development.
You will act as the primary point of contact for your clients, building trusted relationships with key stakeholders and ensuring their expectations are understood, communicated, and delivered by our operational teams.
The role focuses on protecting and strengthening client relationships by identifying risks before they become problems, resolving concerns proactively, gathering meaningful client feedback, and uncovering opportunities to improve service delivery and account growth.
You will maintain a visible presence across your client portfolio through regular meetings, site visits, and engagement activities, including attendance at weekly client meetings in London and other specified client locations.
This role is not responsible for operational delivery but is responsible for ensuring the client experience remains exceptional.
Key ResponsibilitiesClient Relationship Management
- Act as the primary relationship owner for allocated client accounts.
- Build and maintain strong relationships with key client stakeholders.
- Conduct regular client review meetings and performance discussions.
- Ensure client expectations are clearly understood and communicated internally.
- Manage client concerns and complaints through to successful resolution.
- Maintain stakeholder maps and account relationship plans.
Client Satisfaction & Service Improvement
- Monitor client satisfaction scores, audits, feedback, and service performance.
- Review client portal data and identify emerging trends, risks, and opportunities.
- Investigate client concerns and identify root causes.
- Work closely with operational teams to implement service improvements.
- Track actions through to completion and ensure accountability.
- Act as the voice of the client within the business.
Account Development & Retention
- Develop and maintain account development plans.
- Identify opportunities to expand services within existing accounts.
- Support quotation opportunities and commercial discussions.
- Monitor client retention risks and implement recovery plans where required.
- Support contract renewal and retention activities.
- Build trusted advisor relationships that strengthen long-term partnerships.
Client Engagement & Insight
- Organise and coordinate client engagement events and relationship-building activities.
- Prepare event proposals, budgets, objectives, and success measures for Director approval.
- Issue client surveys and feedback questionnaires.
- Analyse client feedback and communicate findings and recommendations internally.
- Produce client health and engagement reports where required.
Communication & Administration
- Attend weekly client meetings in London and other specified locations.
- Record meeting minutes, actions, decisions, and client communications within the CRM system.
- Maintain accurate client records and account information.
- Ensure communications are professional, timely, and accurate.
- Coordinate effectively with operational and leadership teams.
What We're Looking For
The ideal candidate will have:
- Experience in account management, client relationship management, customer success, facilities management, or similar client-facing roles.
- Excellent communication and stakeholder management skills.
- Strong relationship-building ability and commercial awareness.
- A proactive approach to problem solving and service improvement.
- Experience managing multiple client accounts simultaneously.
- Strong organisational and administrative skills.
- Confidence leading client meetings and presenting to stakeholders.
- Experience using CRM systems.
- A full UK driving licence and willingness to travel regularly.
Experience within facilities management, property services, compliance, maintenance, construction support services, or wider service-led industries would be advantageous but is not essential.
Success in This Role
You will be successful if you:
- Build trusted relationships with clients and stakeholders.
- Maintain high levels of client satisfaction.
- Identify and resolve issues before they impact the client experience.
- Support contract retention and renewal activity.
- Generate opportunities for account growth.
- Deliver successful client engagement initiatives.
- Use client feedback and performance data to drive continuous improvement.
- Become a trusted advisor to both clients and operational teams.
Why Join Source FM?
- Be part of a growing and ambitious business.
- Work closely with senior leadership and key client stakeholders.
- Opportunity to make a genuine impact on client experience and business growth.
- Supportive and collaborative team environment.
- Flexible and hybrid working opportunities.
- Competitive salary and benefits package.
Our Philosophy
At Source FM, success is measured not by how many problems we react to, but by how many we prevent.
We are looking for someone who shares that mindset and can help strengthen client relationships, improve service outcomes, and contribute to the continued growth of our business.
Pay: Up to £40,000.00 per year
Work Location: In person
