Account Manager - Nationwide

Marlowe Kitchen Fire Suppression is a leading provider of commercial kitchen fire suppression solutions, delivering the design, installation, maintenance, and compliance management of specialist fire suppression systems across a diverse range of sectors. Our customers include hospitality groups, restaurant chains, healthcare facilities, educational establishments, leisure venues, and commercial food production environments nationwide.

We are seeking an ambitious and customer-focused Account Manager to join our growing team and play a key role in developing strategic customer relationships, driving business growth, and supporting our commitment to industry-leading service delivery.

About the Role

As an Account Manager, you will be responsible for managing and developing a portfolio of key customer accounts across the UK. Acting as the primary point of contact, you will build strong, long-term relationships with customers, ensuring exceptional service delivery, regulatory compliance, and account growth.

The role combines account management, commercial development, and industry expertise, requiring close collaboration with operational, engineering, and compliance teams to ensure customer expectations are consistently exceeded. You will identify opportunities for contract expansion, system upgrades, remedial works, and new installations, while helping customers maintain compliance with relevant fire safety legislation and industry standards.

This is an excellent opportunity for a commercially driven professional who thrives on building trusted partnerships, delivering value to customers, and contributing to the continued growth of a market-leading business.

Key Responsibilities

Customer Relationship Management

• Develop and maintain strong relationships with existing customers, becoming a trusted advisor and key point of contact.
• Conduct regular account review meetings to assess service performance, compliance requirements, and future business opportunities.
• Ensure high levels of customer satisfaction, retention, and contract renewal.
• Proactively identify and resolve customer concerns, ensuring timely and effective outcomes.
• Develop strategic account plans to support long-term customer growth and partnership development.

Business Development & Sales Growth

• Identify and secure opportunities for contract growth across maintenance, servicing, remedial works, system upgrades, and new installations.
• Attend customer meetings, site visits, and presentations to promote the company's products and services.
• Generate and develop national sales opportunities, working closely with internal stakeholders to ensure successful project delivery.
• Promote cross-selling opportunities across the wider Marlowe Group portfolio.
• Maintain an active sales pipeline and deliver against monthly, quarterly, and annual revenue targets.

Operational & Compliance Support

• Work closely with Operations, Engineering, and Compliance teams to ensure seamless service delivery.
• Support customers in meeting their fire safety and compliance obligations through effective account management and industry knowledge.
• Ensure all customer documentation, reports, quotations, and contractual information are accurate and maintained appropriately.
• Monitor service performance and identify opportunities for continuous improvement.
• Support the mobilisation and onboarding of new contracts where required.

Commercial Management

• Deliver agreed revenue, margin, and activity targets.
• Provide accurate weekly forecasting, pipeline updates, and account performance reporting.
• Identify areas for improved profitability and operational efficiency across customer accounts.
• Support contract negotiations, renewals, and pricing discussions.

Industry Knowledge & Professional Development

• Maintain an up-to-date understanding of kitchen fire suppression systems, industry regulations, and fire safety legislation.
• Stay informed of new technologies, products, and market developments.
• Represent Marlowe Kitchen Fire Suppression professionally at all times.
• Contribute positively to a culture of collaboration, customer excellence, and continuous improvement.

About You

Essential

• Proven experience in Account Management, Business Development, or Customer Relationship Management.
• Strong commercial awareness with a track record of delivering revenue growth and customer retention.
• Excellent communication, presentation, and relationship-building skills.
• Customer-focused with a passion for delivering exceptional service.
• Self-motivated, organised, and capable of managing a diverse customer portfolio.
• Strong attention to detail and a proactive approach to problem-solving.
• Ability to build credibility and influence stakeholders at all levels.
• Full UK driving licence and willingness to travel nationally.

Desirable

• Experience within the Fire Protection, Fire Suppression, Fire Safety, or related industry.
• Knowledge of commercial kitchen fire suppression systems and relevant fire safety legislation.
• Experience working with hospitality, restaurant, healthcare, education, or multi-site customer portfolios.
• Understanding of service contracts, compliance inspections, and lifecycle asset management.

Key Performance Indicators (KPIs)

• Revenue and margin growth across assigned accounts.
• Customer retention and contract renewal rates.
• Pipeline generation and sales conversion performance.
• Customer satisfaction and service excellence measures.
• Compliance and contractual performance across customer portfolio.
• Achievement of monthly and annual business objectives.
• Identification and conversion of cross-selling and upselling opportunities.