Key & Regional Account Manager

Job objectives and responsibilities

• To work as a member of the Mitie Security Systems Sales & Operations Management teams supporting Key and Regional Accounts and working closely with Sales, Surveyors, Service Desk and Project teams to ensure customer retention and growth
• To own the overall quality of service delivery for the contract ensuring account longevity, maximisation of account potential and financial improvement, by ensuring we meet the customers contractual obligations regarding delivery of PPM, Reactive calls and additional Small Works.
• Hold regular Customer meetings to review contractual performance and any agreed KPI's Face to Face.
• To develop a forum with each client that will capture their growth ambitions for fire & security to develop client specific solutions and to maximise the account potential through “whitespace” opportunities.
• Accountability for the pipeline and forecast of allocated accounts. Achieve targets, introduce new service lines and maximising account growth and white space penetration.
• To ensure compliance with all Legal and Regulatory requirements.
• To support the business Service strategy and to deliver the required customer service and financial performance
• To investigate contract profitability to enhance where applicable or work with the relevant teams.
• To engage with correct key stakeholders who hold fire & security responsibilities to ensure we align with their Strategic needs.

Main duties

• Improve Customer Satisfaction via professional customer management working with operational colleagues to address any issues. Culture to include continuous improvement and ‘value add' mentality.
• To understand all allocated account deliverables and their individual business requirements and to work closely with account key contacts to seek feedback and knowledge of future needs and requirements.
• Share with key contacts new products, innovation and solutions.
• Management of account performance to ensure account longevity, maximise account potential and financial improvement. To maximise all opportunities within the account.
• To manage renewals of allocated accounts and take responsibility for the account renewal process ensuring contract margins are maximised. To ensure contract performance is reviewed on a quarterly basis.
• Understand the customer's needs to ensure Service Delivery meets contractual obligations. To support and advise engineers and subcontractors on the customer's requirements both current and future.
• To position the business to become a strategic partner with major customers to deliver mutually profitable business solutions.
• To develop customer loyalty and satisfaction. Working with customers to secure and grow long term profitable relationships.
• Provide an escalation point for any service issues and facilitate resolutions.
• To ensure compliance with the Company quality standards and safeguard the quality of operational delivery and processes.
• To operate to the highest business standards, manage risk and protect the Mitie brand.
• To ensure the company operates in accordance with relevant Standards and Codes of Practice.
• To lead compliance and implementation of Mitie values, principles, initiatives and governance requirements throughout the Regions.

Person Specification

• Demonstrates strong knowledge and practical understanding of Health, Safety, Environment and Quality (HSEQ) systems, including the effective management of safe systems of work across diverse environments.
• Represents Mitie professionally and confidently in internal and external meetings, building trust and credibility with stakeholders.
• Leads by example, consistently modelling high standards of professionalism, safety, and performance.
• Shows strong commercial awareness, supporting sound decision‑making and value‑driven outcomes.
• Effective leader with proven management capabilities, able to motivate teams and drive results.
• Communicates clearly and confidently with colleagues, clients, and partners.
• Manages time efficiently, balancing multiple priorities while maintaining high-quality output.
• Maintains exceptional customer focus, ensuring service excellence and positive client relationships.