Key Account Director
Contract: Banking
Location: London, E14 9SH
Hours of work: 40
Contract Type: Permanent
The business is seeking a dynamic and highly motivated Key Account Director to lead a prominent account with a significant presence across the United Kingdom.
This role is pivotal in ensuring both the strategic and tactical development of the account while enhancing the workplace experience and aligning with ISS initiatives such as creating memorable moments at key touchpoints.
Job Description
The Key Account Director will ensure the service delivery model remains responsive to customer needs, effectively managing resources, compliance, and risk, while also cultivating strong internal and external stakeholder relationships.
A crucial aspect of the role involves developing a robust communication and relationship strategy, demonstrating exceptional commercial acumen and business numeracy to align customer objectives with ISS’s strategic goals.
Given the high strategic value of this account to ISS, the position demands a resilient and resourceful individual capable of excelling under pressure, delivering exceptional results, and driving continued growth and value for both the client and the business.
Key Responsibilities
* Take responsibility for your work and actions to show care
* Demonstrate honesty to show respect to colleagues, the customer, and your work
* Ensure corrective actions are taken to show entrepreneurship
* Deliver a quality service through daily actions
* Communicate effectively at all levels with appropriate messaging methods
* Work collaboratively and inclusively to foster unity
* Assume overall responsibility for the operational, commercial, and safety performance of a major Key Account Customer (circa £25m revenue) across the UK
* Achieve internal Key Performance Indicators, including organic growth, CUCB profit percentage, cash conversion percentage, customer net promoter score (cNPS), employee net promoter score (ePNS), and accident frequency rates
* Lead by example, motivate, and direct team and front-line colleagues
* Ensure a strong safety culture with adherence to risk assessment, training, safe working, accident reporting, and root cause analysis processes
* Manage customer relationships effectively to maintain regular contact and exceed service delivery expectations
* Strengthen customer relationships to support contract retention, development, and successful contract extensions to retain contracts and protect margins
* Lead the commercial and financial performance across all aspects of the relationship
* Recruit and develop a highly effective and energised management team with succession plans for key positions
Professional and Personal Competencies/Qualifications
* Degree educated or equivalent demonstrable industry experience
* KAMC accredited (desirable but training will be mandated)
* Experience managing hard and soft services in a retail banking environment
* Experienced operational management professional in a high-value facility service environment across multi-site portfolios
* Highly numerate and literate
* Knowledge of key operational frameworks such as road maps, risk management, planned maintenance systems, quality systems, and health & safety legislation
* Ability to understand customer requirements and translate them into successful operational solutions
* Good IT skills, including Word, Excel, and PowerPoint as a minimum
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, to 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
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
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