Contract Manager jobs in London

Job Description – Customer Account Manager

For over 220 years, DMA Group has been supporting customers with the complexities of managing and maintaining buildings through our Hard and Soft FM, Integrated Managed Services, Construction Project Management and Energy & Sustainability solutions. Our customers include super-prime residences and developments, hotels & hospitality, schools & universities, public sector, commercial offices, industrial, health & social care, and retail.

The Role

An exciting opportunity has arisen at DMA Group for a Customer Account Manager (CAM) to join our Account Management team. This role will be focused on an exclusive prime development in the heart of Nine Elms.

We are therefore seeking an experienced Account Manager with a proven background working in a fast paced, luxury service environment. We are seeking someone with a technical background and excellent knowledge of hard FM and associated trades.

The successful candidate will work closely with the customer, developing a strong understanding of their properties, priorities, and service requirements, whilst also managing a team of on site engineers. This is a customer-facing role that requires regular engagement and relationship management. There will also be a requirement to attend our Head Office in Rochester as business needs dictate.

Responsibilities

We are seeking a dedicated Customer Account Manager (CAM) to join our Customer Account team. The CAM will be the key point of contact for this Tier 1 Customer, ensuring exceptional service delivery, fostering long-term relationships, and driving revenue growth through upselling and cross-selling opportunities.

As a CAM, duties will include but may not be limited to:

1. Customer Relationship Management

• Act as the primary contact for account, fostering strong relationships and enhancing customer satisfaction.
• Develop and maintain Strategic Account Plans to align customer needs with DMA’s solutions.
• Create and write customer reports, providing insights for data-driven benefits.
• Monitor and improve customer metrics, including Net Promoter Scores (NPS) and customer feedback (compliments/complaints).

2. Service Delivery and Compliance

• Oversee contract performance, ensuring all obligations, terms, and conditions are met.
• Proactively address and resolve customer issues, minimising complaints while enhancing service delivery.
• Ensure BiO® adoption by customer stakeholders to streamline operations and reporting.

3. Revenue Growth

• Identify opportunities to upsell and cross-sell services, achieving targeted growth rates.
• Lead initiatives to enhance chargeable services and improve the PPM ratio for your accounts.
• Drive small works win rates, contributing to the company’s financial performance.

4. Contract mobilisation and team engagement

• Work closely with our mobilisation team to ensure a smooth, thorough and engaging experience for our customers.
• Collaborate with internal teams (Operations, Finance, and Mobilisation) to deliver consistent service quality.

5. Financial Accountability

• Oversee the contract P&L, ensuring profitability and timely resolution of overdue debts.
• Review and manage credit note ratios, working to reduce them in alignment with company targets.

6. Performance Monitoring and Reporting

• Use BiO® to track and report on customer metrics, including service performance and compliance.
• Present account updates and performance reviews during customer meetings and internal governance sessions.
• Leverage data insights from BiO® to provide customers with actionable recommendations that align with and support their organisational strategies.

Qualifications and Experience

• Experience in high end contract management.
• Minimum 10 years in customer relationship management within the FM sector.
• Proven experience managing contract P&L and delivering against performance metrics.
• Technical knowledge of building services and engineering.

Skills

• Excellent customer service and relationship-building abilities.
• Financial acumen, including P&L management and performance reporting.
• Proficient in using IT systems, including CAFM platforms like BiO®.
• Exceptional problem-solving and decision-making capabilities.

Schedule

Our normal site hours are Monday – Friday 8:00am - 5pm however we understand there is need for flexibility due to our clients, on site needs.

Remuneration and Benefits

We are happy to offer an attractive base salary, access to our trusted suppliers/trade accounts, mobile phone, tablet/PDA, laptop and any necessary uniform.

The CAM will also benefit from 25 days annual leave (plus public holidays), company pension, death in service benefit and 'Smart Health' service.

Culture

As an equal opportunities employer, we champion an inclusive and diverse environment where everyone, regardless of their race, gender, age, religion, or sexual orientation, has equal opportunities to succeed. We are firm believers in the power of diversity, recognising that a variety of perspectives enriches our organisation.

Job Types: Full-time, Permanent

Pay: £60,000.00-£65,000.00 per year

Benefits:

• Company events
• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking
• Referral programme
• Work from home

Ability to commute/relocate:

• London SW4: reliably commute or plan to relocate before starting work (required)

Experience:

• Facilities management: 10 years (required)
• Account management: 5 years (required)

Licence/Certification:

• Trade Qualification, e.g Mechanical/Electrical etc (preferred)

Work Location: In person