Key Account Director - Facilities Management

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 three pillars: people development, customer experience, 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