Key Account Manager

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
1. Act as the primary client contact, understanding client needs and expectations.
2. Lead contract mobilisation, onboarding, and handover processes.
3. Maintain accurate asset records, site documentation, and compliance registers.
4. Host regular client meetings, log actions, and distribute monthly performance reports
Operational & Site Management
1. Coordinate engineers, Building Services Operatives, and subcontractors to deliver services efficiently.
2. Monitor and enforce safe systems of work, permits, and regulatory compliance.
3. Ensure timely delivery of reactive jobs, and capital works within SLA.
Commercial & Revenue Responsibilities
1. Track, follow-up, and convert quotes, sales leads, and remedial opportunities.
2. Work with Sales/Estimation teams to complete tender responses and bid submissions.
3. Proactively research and target prospective clients, logging all outreach, meetings, and opportunities into a Pipeline Tracker.
4. Identify opportunities for process improvement, revenue growth, and client satisfaction.
Reporting, Analysis & Continuous Improvement
1. Compile, analyse, and present KPI and performance dashboards.
2. Capture client feedback to support process improvements, service delivery, and business growth.
3. Promote and uphold EWC values, professionalism, and client-focused culture.
Professional Development & Leadership
1. Mentor and support colleagues to develop skills in Excel, presentations, tender writing, and technical knowledge.
2. Represent the company confidently in presentations, tender interviews, and client meetings.
QUALIFICATIONS AND EXPERIENCE
Essential
1. Proven experience in client engagement within maintenance, engineering, or property services.
2. Previous experience in maintenance, engineering or property services with a Level 2 or higher in mechanical or electrical maintenance.
3. Experience in contract/site management and KPI-driven performance.
4. Familiarity with governance, risk management, and mobilisation/onboarding projects.
5. Strong communication, organisational, and multi-tasking abilities.
Desirable
1. Exposure to M&E, building fabric, fire, and security systems.
2. Experience preparing performance reports, dashboards, and bid documents.
3. CAFM or CMMS systems knowledge.
KNOWLEDGE
1. Excel/Data: Able to create dashboards, KPI trackers, risk registers, and analyse operational data.
2. Presentation: Confident presenting to client groups, internal teams, or at tender interviews.
3. Tender Writing: Able to contribute to bid responses, PQQs, method statements, and mobilisation plans.
4. Contract/Technical Knowledge: Solid understanding of building services, maintenance standards, and compliance (SFG20, F-gas, fire safety, water hygiene).
5. Communication & Influence: Can negotiate outcomes, influence multi-disciplinary teams, and convey the voice of the client.
6. 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