Reporting to: Customer Relations Manager
Start Date: Immediate
Working Hours: Mon – Fri, 8am – 5pm
Probation Period: 6 months
Job Type: Full Time, Permanent
Job Location: Office Based
About The Job
To manage and grow assigned maintenance contracts through proactive client engagement, site and building services management, commercial development, and multi-disciplinary coordination. The KAM ensures compliance, maximises operational efficiency, drives revenue opportunities, and represents the voice of the client across East West Connect (EWC). This role also provides a clear pathway for career progression and development within the organisation.
DUTIES
Contract & Client Management
* Act as the primary client contact, understanding client needs and expectations.
* Lead contract mobilisation, onboarding, and handover processes.
* Maintain accurate asset records, site documentation, and compliance registers.
* Host regular client meetings, log actions, and distribute monthly performance reports.
Operational & Site Management
* Coordinate engineers, Building Services Operatives, and subcontractors to deliver services efficiently.
* Monitor and enforce safe systems of work, permits, and regulatory compliance.
* Ensure timely delivery of reactive jobs, and capital works within SLA.
Commercial & Revenue Responsibilities
* Track, follow-up, and convert quotes, sales leads, and remedial opportunities.
* Work with Sales/Estimation teams to complete tender responses and bid submissions.
* Proactively research and target prospective clients, logging all outreach, meetings, and opportunities into a Pipeline Tracker.
* Identify opportunities for process improvement, revenue growth, and client satisfaction.
Reporting, Analysis & Continuous Improvement
* Compile, analyse, and present KPI and performance dashboards.
* Capture client feedback to support process improvements, service delivery, and business growth.
* Promote and uphold EWC values, professionalism, and client-focused culture.
Professional Development & Leadership
* Mentor and support colleagues to develop skills in Excel, presentations, tender writing, and technical knowledge.
* Represent the company confidently in presentations, tender interviews, and client meetings.
Essential
QUALIFICATIONS AND EXPERIENCE
* Proven experience in client engagement within maintenance, engineering, or property services.
* Previous experience in maintenance, engineering or property services with a Level 2 or higher in mechanical or electrical maintenance.
* Experience in contract/site management and KPI-driven performance.
* Familiarity with governance, risk management, and mobilisation/onboarding projects.
* Strong communication, organisational, and multi-tasking abilities.
Desirable
* Exposure to M&E, building fabric, fire, and security systems.
* Experience preparing performance reports, dashboards, and bid documents.
* CAFM or CMMS systems knowledge.
KNOWLEDGE
* Excel/Data: Able to create dashboards, KPI trackers, risk registers, and analyse operational data.
* Presentation: Confident presenting to client groups, internal teams, or at tender interviews.
* Tender Writing: Able to contribute to bid responses, PQQs, method statements, and mobilisation plans.
* Contract/Technical Knowledge: Solid understanding of building services, maintenance standards, and compliance (SFG20, F‑gas, fire safety, water hygiene).
* Communication & Influence: Can negotiate outcomes, influence multi-disciplinary teams, and convey the voice of the client.
* Leadership: Ability to mentor and motivate colleagues, influence without direct authority, and promote continuous improvement.
Skills
* Excellent levels of verbal and written communication skills. (E)
* Excellent track record of building effective teams, forming positive and motivational relationships. (E)
* Ability to influence and negotiate positive outcomes with senior managers, supervisors, operatives and third parties. (E)
* Excellent research and reporting skills, able to analyse complex information and present it in an accessible way. (E)
* Ability to maintain accurate records and use a range of digital packages to communicate strategic and operational information. (E)
* Excellent planning and organisational skills. (E)
Other
* The ability to travel to a range of sites. (E)
* Appreciation that there might be out of hours working, agreed in advance. (E)
* Attendance at sales and marketing events (E)
* Commitment to personal development and building team capability.
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