Account Manager

Job Introduction

The Account Manager Is responsible for managing the delivery of multiple IFM services (Security, Cleaning, M&E, Catering, Conference & Events, FOH, Post Rm and Audio Visual) to a cluster of sites within the contract, always ensuring outstanding service delivery and exceeding all Sodexo targets. Driving both Client and Sodexo budget gap savings specifically within SJG to cement contract retention. Delivery of commercial management associated with a Global leader in Food Manufacturing and work in partnership to deliver client stakeholder strategy. 

Sodexo reserves the right to close this advert early if we are in receipt of a high number of applications.

Role Responsibility

• All GOP and other financial targets exceeded 
• Full Health and Safety Compliance across all Service Lines within GSM scope with on-going proactive management of all Health and Safety risks within the business area/contract. All audits passed and up to date risk register 
• Updated employee engagement plans with employee engagement targets exceeded 
• Additional services being delivered on site  
• All operational efficiency targets exceeded (absence / labour / cash sales and stock levels) 
• 100% Client Retention 
• Services are delivered to the required level across all service portfolio, service excellence as standard  
• Service Level Agreements are completed monthly with no failures to contractual KPI’s  
• Operations are delivered in compliance to the contract  
• Safety, Health and Environment compliance in all activities  
• Services delivered within budgets with savings achieved, innovations and initiative appropriately captured in the change process 
• A stable and fully integrated one team with multi skilled management and employees where possible 
• Site is recognised by client and Sodexo as a benchmark for service excellence within the contract and wider Sodexo operation

CONTRACT MANAGEMENT 

• Understanding of contracts scope and form (e.g., payment mechanisms and procedures and variation control) and their importance to managing a site and the services provided including the ability to calculate the rewards and penalties of Gain Share  
• Ability to operate within a contract 
• Ensure contract is being delivered in a cost-effective way for the client and Sodexo 
• Understanding of Sodexo contract compliance 
• Ability to demonstrate commercial, retail, financial acumen in a blue-chip client environment to increase patronage and decrease overall client costs through increased profitability. 

FINANCIAL MANAGEMENT 

• Preparation of contract level monthly P&Ls to show financial performance 
• Evaluate financial performance to develop action plans to improve financial performance 
• Management, reporting and monitoring of performance and accounts to ensure control of spending and budgets 
• Forecasting and budgeting and preparing month end reports for clients and Sodexo 
• Monthly billing and invoicing to clients 

CLIENT RELATIONSHIP MANAGEMENT (I.E. PROFITABLE CRM, MANAGING CLIENTS FOR ECONOMIC VALUE) 

• Effectively manage the client relationship including proactive measurement with the clients for life process for retention and customer satisfaction using the Web of Influence to develop relationships with multiple tiers within the client organisation 
• Holding regular meetings with clients to review performance with clients 
• Understanding of Clients for Life process and methodology  

SERVICE DELIVERY 

• Assume full responsibility for contract outputs and management of services against contracted scope of works 
• Ensure delivery of contract to agreed level of quality 
• Reporting on SLAs and delivering action plans to ensure that SLAs are met/exceeded 

COMPLIANCE, ENVIRONMENTAL, HEALTH & SAFETY AND RISK MANAGEMENT 

• Ensuring that the risk related to new and existing services have been established, assessed, and mitigated against 
• Managing vendor compliance in line with Sodexo's procedures 
• Ensuring the Risk Register is completed, and Business Continuity Plans are up to date and can be implemented when needed 
• Managing compliance including standard operating procedures, purchasing, statutory requirements (health and safety) 
• Implementing any actions arising from the risk register 
• Ensuring that H&S procedures and standards and central H&S directives are being complied to, including ensuring that contractors comply with necessary standards 
• Ensure compliance against Unit Business Health Check 

PEOPLE MANAGEMENT/LEADERSHIP 

• People resource management - including coaching, development, and employee engagement 
• Responsible for the leadership of all employees including effective resource management, recruitment, induction, EPAs/PDRs, development, coaching and performance management 
• Coaching team to find resolutions to problems and work more effectively 
• Ensuring that HR procedures are followed and ensuring any people related problems are dealt with in line with policy and procedure 
• Communicating corporate messages and information to the team and manage upward communications 
• Oversee labour management and ensure that this is being managed effectively 
• Understanding of Sodexo’s people polices and management tools 
• Comprehensive knowledge of contract(s) scope and form (e.g., variation control), managing the IFM services to and across the site.  
• Performance management across teams and service lines, reporting and monitoring of performance 
• Financial management to ensure control of spending and budgets  
• Assume responsibility (with multiple clients on site) for contract outputs and management of services against contracted scope of works

The Ideal Candidate

ESSENTIAL 

• Experience of having operated successfully within an outsourced integrated facilities management environment   
• Demonstrable track record of developing successful operational strategies across a broad portfolio of IFM services 
• Strong understanding of outsourced contracts and service management for all services and the risks associated with corporate manslaughter, security, and potential to manage technical services  
• Capable of delivering compliance and understanding regulations including the ability to follow Sodexo, client and local site policies and health and safety procedures 
• Knowledge of risk and compliance processes, protocols, escalations, and resolution methods 
• Contractual knowledge of services sold and implementation of operating standards  
• Ability to engage with service line experts to deliver high standards of service  
• Exceptional client relationship management skills  
• Considerable experience in sector contracting and sector technical service delivery   
• Proven financial acumen essential with demonstrable commercial experience and business acumen 
• Ability to understand data, spot trend and prepare reports – highly analytical 
• Proven track record of initiating and leading demanding business change programmes  
• Proven experience of developing profitable relationships with clients through the ability to build strong relationships and manage their expectations, including soft client relationship management skills, strong influential, interpersonal and communication skills 
• Proven experience in identifying new business through entrepreneurial behaviour  
• Proven track record of leading and managing experienced operators and large numbers of employees 
• People skills, experience in people management, creating a one team approach 
• Ability to analyse use of labour to ensure it is used in an efficient way 
• Ability to assess talent and development needs and manage performance 
• Excellent communication, influencing and facilitation skills 
• High standards of numeracy and written communication 
• Security Industry Associated (SIA) Licence 

DESIRABLE 

• Knowledge of Sodexo systems and processes 
• NEBOSH (or equivalent) – National General Certificate and/or Diploma 
• BIFM Qualifications – Part 2, or relevant professional development 

CAPABILITIES  

• Demonstrate energy, drive, innovation, and enthusiasm – an essential skill to work with multi on site clients in a fast performance driven FMCG culture

Package Description

Competitive salary of £48,000 - £53,000 depending on experience plus company car, flexible benefits  scheme, pension and bonus. 

As part of our commitment to improving the quality of life for our employees, Sodexo offers a Flexible Benefits Scheme, allowing you to tailor a reward package to suit your needs which includes a technology scheme, private dental insurance, travel insurance, gym membership, Gourmet card, private medical insurance, and the ability to purchase or sell annual leave to name but a few.

We also offer Sodexo Discounts site promoting discounted mobile phone tariffs, savings across restaurant chains and days out, where you and your family can save money on everything from your weekly food shop to the latest cinema blockbuster

About the Company

In the UK and Ireland, Sodexo employs some 36,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the energy, corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

At Sodexo we are committed to a leading role in promoting equality opportunities and valuing diversity and inclusion. We seek to create a work environment based on mutual respect for all individuals, building a culture that appreciates and values the experiences and skills brought by each person to benefit our organisation and work hard to ensure that all people, whatever their race, colour, sex, gender identity  disability, nationality, national or ethnic origin, religion or belief, marital/partnership or family status, sexual orientation, age, social class, educational background, employment status, working pattern, are welcome to and included within our organisation. 

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process.