Strategic Client Director

We are looking for an exceptional Strategic Client Director to take overall leadership of a complex and high-profile client partnership, providing strategic direction, commercial leadership and operational excellence across a broad portfolio of Integrated Facilities Management services.

This is a senior leadership opportunity for an accomplished director who can operate confidently at C-suite level, build trusted and influential client relationships, and translate strategy into exceptional operational and commercial performance.

You will be accountable for ensuring our services not only deliver against today's requirements, but continue to evolve in response to the changing needs of the client. You will lead a culture of continuous improvement, innovation and high performance, challenging existing ways of working and identifying opportunities to improve service, efficiency, value and the overall customer experience.

The role

As Strategic Client Director, you will take executive-level responsibility for the performance and development of the client partnership, providing clear strategic leadership across the operation.

You will:

• Own and develop the senior client relationship, building trusted partnerships with key stakeholders and operating effectively at executive and C-suite level.
• Provide strategic direction across the account, ensuring operational delivery remains aligned to the client's wider business priorities and long-term objectives.
• Lead the delivery of all client-facing IFM operational services, ensuring consistently high standards of service, performance and customer experience.
• Take ownership of the account's commercial and financial performance, including P&L management, budget delivery, forecasting, cost control and identification of opportunities for sustainable growth.
• Develop a clear account strategy focused on customer value, operational excellence, innovation, retention and growth.
• Establish robust performance management, reporting and governance frameworks, providing transparency and assurance to both internal leadership and the client.
• Drive continuous improvement across processes, systems and organisational structures to improve productivity and optimise the overall cost to serve.
• Identify and implement innovative solutions that enhance service delivery, improve efficiency and respond to the changing facilities management and corporate real-estate environment.
• Lead, inspire and develop a high-performing senior leadership team, creating a culture of accountability, collaboration, ownership and continuous improvement.
• Ensure the account has the right organisational capability, technical expertise and succession pipeline to support both current delivery and future growth.
• Act as a senior escalation point, bringing clarity, pace and sound commercial judgement to complex operational and client challenges.
• Work collaboratively across the wider business, bringing together operational, commercial, technical and functional expertise to deliver the best possible outcomes for the client.

What we're looking for

This role requires an established senior leader with a strong track record of managing large, complex and commercially significant operations.

You will bring:

• Significant senior leadership experience within Integrated Facilities Management, Facilities Management, property, outsourced services or another complex service-led environment.
• A demonstrable record of leading complex client relationships and establishing credibility with C-suite and executive stakeholders.
• Strong commercial acumen with significant experience of P&L ownership, financial planning, budgeting and performance management.
• Evidence of delivering sustainable improvements in operational and financial performance.
• Experience of developing and leading high-performing leadership teams across complex or multi-service operations.
• Strong understanding of governance, performance reporting and the use of insight and data to drive executive decision-making.
• A track record of delivering transformation, continuous improvement and innovation rather than simply maintaining existing operations.
• Excellent influencing, negotiation and stakeholder-management skills, with the ability to navigate complex client and organisational environments.
• An ability to balance strategic thinking with operational grip, remaining close enough to performance to intervene when required while empowering teams to deliver.
• Strong analytical, numerical and written communication skills with the ability to simplify complex information and develop practical, commercially viable solutions.
• A strong understanding of the challenges and opportunities facing UK organisations as a result of changes within the macro-economic, corporate real-estate, workplace and facilities management landscape.

The leadership opportunity

This is much more than an operational delivery position.

We are looking for someone capable of becoming a strategic partner to the client, someone who understands their organisation, challenges conventional thinking and creates solutions that deliver measurable value.

You will have the autonomy and influence to shape the future direction of the account, develop its people and capability, improve commercial and operational performance and ensure the partnership continues to evolve.

For the right individual, this is an opportunity to lead at scale, influence at the highest levels and make a visible impact across one of our strategic client relationships.