Account Director – Norfolk & Suffolk
Location: Norfolk & Suffolk
Salary: Competitive salary + package
We are seeking an experienced Account Director to join our team!
As an Account Director, you will have overall responsibility for the performance, development and commercial success of an allocated client account across the Norfolk and Suffolk region.
You will build and maintain strong relationships with senior client stakeholders, ensuring we consistently deliver excellent standards of service while meeting agreed KPIs, SLAs and financial targets.
Working closely with operational teams and internal stakeholders, you will provide clear leadership, drive continuous improvement and identify opportunities to strengthen service delivery, improve efficiency and support the long-term growth and retention of the account.
As part of this role, frequent travel across sites within Norfolk and Suffolk will be required.
Duties and Responsibilities
- Take overall accountability for the operational, commercial and financial performance of the assigned account
- Build and maintain strong relationships with senior client stakeholders, developing trust and confidence in SBFM and ensuring open and effective communication
- Lead regular client governance and business review meetings, presenting performance data, trends, actions and recommendations
- Ensure service delivery consistently meets agreed contractual requirements, KPIs, SLAs and client expectations
- Proactively monitor account performance, identifying risks, trends and opportunities and putting appropriate action plans in place
- Take ownership of the account P&L, monitoring performance against budget and addressing any variances with clear actions
- Identify opportunities to improve profitability through innovation, productivity, resource optimisation and continuous improvement
- Provide leadership and direction to operational teams, ensuring clear accountability and effective communication
- Coach, support and develop colleagues to deliver consistently high standards of service and performance
- Build a culture of accountability, continuous improvement and strong operational discipline across the account
- Complete regular site and client visits across Norfolk and Suffolk, maintaining a strong understanding of operational performance and client requirements
- Identify and resolve operational, personnel and performance issues before they escalate, involving the appropriate teams where required
- Lead and maintain account development and improvement plans, ensuring risks are identified and effectively managed
- Maintain a strong understanding of the client's business, requirements and future priorities to identify opportunities for growth and development
- Monitor competitor activity and market developments, identifying opportunities and risks to the account
- Work collaboratively with internal teams including Operations, Recruitment, Finance, QSHE and other support functions to ensure effective account delivery
- Ensure company processes, policies and procedures are followed and consistently embedded across the account
- Prepare accurate reports, analysis and updates for both client and internal stakeholders within agreed timescales
- Actively contribute to wider business initiatives and share best practice across the organisation
- Represent SBFM professionally at all times and act in the best interests of the business
Qualifications and Skills
- Demonstrable experience in a senior Account Management, Account Director or equivalent operational role
- Proven experience managing complex client relationships and working with senior-level stakeholders
- Strong commercial acumen and experience managing budgets and P&L
- Experience working to KPIs, SLAs and contractual requirements
- Strong leadership skills with experience of managing, coaching and developing teams
- Excellent communication, presentation and reporting skills
- Strong analytical skills with the ability to use data to identify performance issues and opportunities for improvement
- IT literate, with experience using Microsoft Office, Excel and CRM systems
- Experience within facilities management, contract cleaning or a similar service-led environment would be advantageous
- A proactive and solution-focused approach, with the ability to manage competing priorities and work effectively in a fast-paced environment
- Self-motivated, confident and approachable, with a flexible ‘can do’ attitude
- Full UK driving licence and willingness to travel regularly across the region
The successful candidate will receive:
- Competitive salary and package
- 20 days holiday plus bank holidays
- Pension Scheme
- Access to training and development programmes
- Internal mentoring scheme
- Regular company events
- Clear career progression opportunities
Commitment to SBFM Values
Be a Good Person
We give people opportunities and embrace their inherent goodness. We are open minded and uphold integrity. We are respectful and considerate. We are kind and appreciative.
Play as a Team
Community and communication is everything. We remain inclusive within our company and with our clients. Together, we grow, retain, execute, and make an impact. We are one team.
Think Differently
We encourage a growth mindset, everything can be improved through effort. We love innovation and ideas. We are disruptors, and push boundaries for sustainable growth.
Make an Impact
It’s all about the ultimate goal. We exceed expectations and deliver results at pace. We challenge the norm and step out of our comfort zone, because at our core, we are passionate and love to win.
About Us
Our company recognises and values the enriching benefits equality, diversity and inclusion bring to our community. We celebrate diversity and actively encourage applicants from minority ethnic groups, LGBTQ+, disabled and neuro-diverse groups to apply for our vacancies. Our aim is to nurture happy teams who learn from and inspire each other, and we believe diversity is key to achieving this goal.