National Account Manager

Job Title: National Account Manager

Role Type: Full-Time, highly reactive commercial management

Role Overview

We are seeking a highly resilient, commercially astute National Account Manager to spearhead our facilities management contract with a key client. The client is currently undergoing a major brand reinvention under new ownership, working hard to revitalize its image and customer experience within a challenging hospitality sector. Due to historical under-investment in estate maintenance, this contract is currently in a hyper reactive phase. This is not a steady-state, "business as usual" account. It requires a dynamic leader who thrives in high-pressure retail/hospitality environments, can manage highly demanding client expectations, and possesses the agility to create immediate, positive change outside of standard processes—all while rigorously protecting our commercial model.

Key Responsibilities

Client & Brand Protection

• Rapid Response Management: Act as the ultimate escalation point for immediate, reactive solutions. Understand that facility failures (e.g., leaking toilets, broken lighting, failed refrigeration) directly impact the client’s brand perception and earning potential. • Stakeholder Management: Navigate and manage intensely demanding client expectations, acting as a trusted partner who prioritizes the punter's user experience while keeping the client grounded in reality. • Agile Problem Solving: Operate fluidly "outside the process" when necessary to deliver immediate fixes in the client's best interest, without compromising our commercial standing.

Operations & Supply Chain Management

• Sub-Contractor Leadership: Due to our current capacity, this contract relies heavily on a robust supply chain. You will direct and manage a massive level of sub contractor support to deliver rapid reactive maintenance. • Legacy Issue Remediation: Drive the turnaround of widespread legacy maintenance issues, overseeing an anticipated £50k/month in reactive maintenance during the first year. • Asset Compliance & Turnaround: Address historic under-investment in asset maintenance, with a critical focus on rehabilitating failing refrigeration assets and driving statutory compliance across the estate, regardless of landlord requirements. • Planned Preventative Maintenance: Ensure the client remains compliant at all times by proactively managing planned preventative maintenance activity, driving both the supply chain and our internal engineering resource to deliver consistently against agreed schedules, statutory obligations, and service expectations.• LifeCycle Management & Forward Planning: Ensure detailed lifecycle budgets are maintained by developing a clear understanding of the condition of both the asset base and building fabric, enabling the client to accurately forecast future asset investment requirements and plan capital expenditure with confidence.

Commercial & Financial Control

• Cash Flow & Terms Management: Navigate the complex financial mechanics of the contract, specifically balancing the client's extended payment terms against the short payment demands of our sub-contractor network. • Revenue Capture: Ensure that while acting swiftly to resolve site issues, all revenue is accurately captured, billed, and justified. • Meticulous Reporting: Maintain an extremely high level of financial control and reporting to ensure the contract remains profitable and sustainable through its high volume reactive phase. • SLA & KPI Performance Control: Ensure all internal SLAs and KPIs are delivered against correctly, providing accurate and timely data to support stakeholder decision making and enable the accurate measurement of performance across the clients property estate.