Role Location: Flexible / Regional Travel Required

Thorn Baker are working in partnership with a large soft services contractor, to resource a competent Relationship Manager who can effectively grow and maintain a historical key account that spans from Cambridge to Bristol.

Our client is one of the UK's leading soft services providers, delivering exceptional cleaning, security, environmental and support services across a diverse range of sectors. They are committed to building long-term partnerships with clients through service excellence, innovation, and a people-first approach.

We are seeking an experienced and commercially focused Client Relationship Manager. This is a key role responsible for developing and maintaining strong relationships with a single key account, the opportunity allows for account expansion and strong B2B partnerships. 

The successful candidate will act as a primary point of contact for clients, ensuring service delivery exceeds expectations, identifying opportunities for growth, and driving client retention through exceptional account and escalation management.

Key Responsibilities

• Build and maintain strong, trusted relationships 

• Act as the main liaison between clients and operational teams to ensure seamless service delivery.

• Conduct regular client meetings, site visits, and service reviews.

• Monitor contract performance against agreed KPIs and service level agreements.

• Identify opportunities for contract growth, additional services, and business development.

• Resolve client concerns pro-actively and efficiently, ensuring high levels of satisfaction.

• Collaborate with operational management teams to deliver continuous improvement initiatives.

• Support contract renewals, tender opportunities, and commercial negotiations where required.

• Produce accurate management reports and present performance data to clients.

• Maintain a thorough understanding of client requirements, industry trends, and market developments.

About You

• Proven experience in client relationship management, account management, or facilities management.

• Strong stakeholder management and communication skills.

• Commercially aware with the ability to identify growth opportunities.

• Excellent problem-solving and negotiation skills.

• Ability to manage multiple client relationships within a fast-paced environment.

• Confident presenting to senior stakeholders and decision-makers.

• Full UK driving licence and willingness to travel as required.

What We Offer

• Competitive salary and benefits package.

• Company car or car allowance.

• Performance-related bonus opportunities.

• Ongoing professional development and career progression.

• Access to employee wellbeing programmes.

• The opportunity to work with one of the UK's most respected facilities management providers.

If you are passionate about delivering outstanding customer service, building long-term partnerships, and driving business growth, we would love to hear from you.