Director of Client Development
Contract: Commercial
Location: London, E14 9SH
Hours of work: 40
Contract Type: Permanent
We are seeking an experienced and strategic Director of Client Development to lead our client retention and insight programmes across the UK & Ireland. This pivotal role focuses on strengthening long‑term client relationships, improving retention rates, and embedding a data‑driven approach to customer insight and account development. Working closely with operational, commercial, and support teams, you will ensure that client feedback, performance data, and market intelligence translate into actionable strategies that enhance service delivery, inform decision‑making, and support sustainable business growth across all sectors.
Job Description
You will play a central role in realising our growth ambitions by leading the delivery of a proactive client retention programme, in collaboration with operational and commercial colleagues. Your focus will be on creating long‑term, positive partnerships with our clients while developing the tools, systems, and processes that underpin our client insight and retention strategies. This is an opportunity to shape how we understand, retain, and grow our client base – turning insight into measurable results.
Key Responsibilities
* Lead the delivery and continuous improvement of the client retention programme across all business units and key accounts.
* Design and implement retention plans for major clients, collaborating with operational teams, account managers, and commercial support functions (finance, technology, people, and performance).
* Oversee client insight and feedback programmes, ensuring robust data collection through CRM systems, surveys, and market research.
* Influence and guide Key Account Development Plans, identifying risks and opportunities and presenting insights to senior stakeholders.
* Translate customer data into actionable strategies that enhance service quality and commercial outcomes.
* Build and maintain strong internal collaboration between regional and central teams to ensure consistent delivery and continuous improvement.
* Lead, coach, and develop the Client Retention and Insight Team, setting clear objectives and driving a culture of accountability, growth, and excellence.
Professional and Personal Competencies/Qualifications
We are looking for a strategic and commercially astute leader with a proven ability to build long‑term client relationships and drive measurable improvements in customer engagement and retention. You bring a blend of analytical thinking, strong communication, and hands‑on leadership – capable of influencing at senior levels and inspiring teams to deliver results.
Essential Experience & Skills
* Proven track record in operational delivery or commercial development within facilities management, property, outsourcing, or a related service sector.
* Demonstrated experience in client retention and account development through the full contract lifecycle – from initial engagement to renewal or retender.
* Strong understanding of data‑driven insight, CRM systems, and performance analytics.
* Excellent leadership, collaboration, and communication skills, with the ability to influence at executive level.
* Strategic thinker with a proactive, resilient, and results‑focused mindset.
* Ability to translate complex information into actionable business strategies.
The Company
ISS is a world‑leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, we help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com
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