Client Services Director

Leadership & Team Development

• Lead coach and develop Operations Managers and senior operational teams.
• Create a high-performance culture focused on accountability collaboration and continuous improvement.
• Support succession planning and talent development across the business.
• Recognise and reward outstanding performance while encouraging innovation and fresh thinking.
• Foster a culture that challenges the status quo and raises standards across all areas of service delivery.

Client Relationship Management

• Build and maintain strong relationships with key client stakeholders.
• Ensure contractual commitments and service level agreements are consistently achieved.
• Support operational teams in delivering exceptional client experiences and resolving service challenges.
• Conduct formal business reviews and provide strategic guidance to client teams.
• Monitor service performance and identify opportunities to enhance the client experience.

Business Growth & Innovation

• Identify emerging opportunities and market trends that can add value to our clients.
• Support business development activities including sales presentations tenders site visits and contract mobilisations.
• Actively contribute to client retention strategies and portfolio growth.
• Share innovative service solutions and best practice across the wider business.
• Represent Portico as a professional ambassador both internally and externally.

Financial & Commercial Management

• Support budget planning forecasting and financial performance reviews.
• Drive profitability through effective operational and commercial management.
• Monitor key performance indicators and implement action plans to improve performance.
• Ensure financial controls and company procedures are consistently followed across all contracts.
• Build commercial awareness throughout operational teams and encourage ownership of performance outcomes.

Operational Excellence

• Ensure compliance with all company policies procedures and statutory requirements.
• Support teams in delivering services aligned with agreed SLAs and client expectations.
• Monitor operational performance and implement improvements where required.
• Work collaboratively with support functions to deliver consistent high-quality outcomes for clients.

Qualifications :

What Were Looking For

• Proven senior leadership experience within hospitality facilities management workplace experience outsourcing or a client services environment.
• Strong experience managing multiple client contracts and operational teams.
• Commercially astute with experience managing budgets KPIs and financial performance.
• Exceptional stakeholder management and relationship-building skills.
• A track record of developing high-performing teams and future leaders.
• Strong strategic planning problem-solving and decision-making abilities.
• Passion for service excellence and continuous improvement.
• Experience of working in high end customer service environments and particularly Front of House  

Additional Information :

Whats in it for you

• Excellent holiday allowance
• Pension contributions
• Life insurance
• Enhanced annual leave
• Recommend a Friend Bonus Scheme
• Thank you voucher scheme.
• 24-hour personal helpline for employees providing counselling & information services.
• Access to Choices our discounts and benefits platform which offers you fabulous savings for thousands of high street retailers hotels cinemas and many more.
• Our Training Academy provides excellent training and development opportunities for our people.

Remote Work :

No

Employment Type :

Full-time