Key Account Director
Build flagship client relationships. Lead high-performing teams. Shape the future of FM in London.
The Opportunity
We are one of London’s leading commercial cleaning and associated services providers — and proudly London’s most awarded cleaning company in 2024, as well as European Cleaning & Hygiene Awards 2025 winners: Best Company to Work For.
Founded in 1986, we’ve grown with our family values intact, pairing a genuinely people-first culture with innovation, operational excellence, and outstanding customer care. Our success is built on 5 pillars — Employee Investment, Customer Engagement, ESG, Service Excellence and Innovation — and this role sits right at the centre of all three.
As Key Account Director, you’ll take ownership of some of our most strategic client relationships and a portfolio worth £10 million across 10 sites and therefore proven experience in managing budgets as well as P&L’s is critical. You will be leading large operational teams, influencing company-wide strategy, and playing a key role in our continued growth across London.
The Package
* £76,442 base salary
* Performance-related bonus
* Car allowance plus train/travel expenses
* London office and client site field based
* 35 days holiday (including bank holidays)
* Flexible Hours
The Role
This is a senior leadership role with full accountability for key client portfolios, operational performance, and team leadership.
You’ll be the trusted partner to major clients — understanding their objectives, anticipating their needs, and ensuring our services consistently exceed expectations. Internally, you’ll work closely with executive leadership and cross-functional teams to deliver operational excellence, commercial performance, and sustainable growth.
What You’ll Be Responsible For
Strategic & Operational Leadership
* Partner with the executive team to shape and deliver operational strategies aligned to business goals
* Translate strategy into clear, measurable actions for operational teams
* Own P&L performance, budgets, and commercial outcomes across key accounts
* Drive continuous improvement and best-practice implementation
Process Improvement & Performance
* Review and optimise operational processes to improve efficiency, quality, and productivity
* Leverage technology and automation to enhance service delivery
* Maintain 95%+ compliance levels across key accounts
* Ensure 85%+ client KPI scores across service delivery
People & Team Leadership
* Lead, coach, and inspire managers and supervisors across multiple sites
* Build strong succession plans and develop future leaders
* Foster a collaborative, high-performance culture
* Maintain staff retention levels of 90%+
Client & Stakeholder Management
* Act as the senior point of contact for key clients
* Build trusted, long-term relationships focused on partnership and value
* Identify opportunities to expand and diversify service offerings
Risk, Safety & Sustainability
* Identify operational risks and implement mitigation plans
* Champion health & safety excellence across all sites
* Support our ambition to become Carbon Neutral by 2030
* Contribute to the development of enhanced wellbeing and benefits initiatives
About You
You’re a confident, commercially minded leader with a proven background in Facilities Management (soft services) and a passion for people and performance.
You’ll bring:
* Exceptional customer relationship and management skills, in the estate management, soft FM and/or cleaning industries.
* Any experience managing key accounts such as Savills, CBRE, JLL, Knight Frank etc would be advantageous
* Strategic thinking with hands-on operational credibility
* Excellent leadership, coaching, and people-development skills
* A data-driven, analytical approach to decision-making and budgets
* Confidence using technology and automation to improve operations
* Outstanding communication and stakeholder-management skills
Why Join Us?
* Award-winning employer with a genuine people-first culture
* Ethical, responsible business committed to reducing environmental impact
* Strong commitment to diversity, equality, and inclusion
* Innovative approach to the employee journey and career development
* Clear values and a family-feel culture where your impact truly matters