Posted on: 2019-02-19

Job type: Permanent

Sector: Property and Real Estate

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World-Leading Facility Services and Workplace Experience company is looking for KA Director to be in charge of global key account.


1 To act as the key interface between company and F500 account representatives.
2 Build a strong and productive relationship with key stakeholders to ensure the Account is performing across all key metrics including Client satisfaction, Employee satisfaction, HSE and Financial.
3 To lead, inspire and develop a team across 5 sites to perform to a consistently high standard
4 Act as the escalation point for the F500 account for all operational matters and ensure that issues are resolved in a timely manner
5 Manage the account P&L including working closely with the Director, Corporate Accounts and Finance Manager to drive financial performance
6 Work closely with HSEQ Manager to drive a safety culture across the contract and ensure the annual HSEQ Management plan is implemented
7 To plan, carry out and review on a periodic basis all work processes, workflow, operating procedures of soft services deliverable so as to ensure excellent customer satisfaction ratings are achieved according to the Master Service Agreement (MSA)and Local Contract Agreement (LCA)
8 To conduct periodic joint performance audits to ensure agreed key performance indicators are complied, achieved and exceeding the expectations of the client
9 Produce and present the monthly governance report and any other reports, surveys, benchmarking exercises as and required within the scope of the service agreement with the client
10 Develop eNPS and cNPS action plans and monitor to improve scores
11 To formulate and conduct site performance assessment policy, daily operation training and task instruction
12 To provide and manage corrective action and service requests as required and directed and ensure that all activities are documented
13 To work close with the Global Account Director and Global Operations team to ensure alignment between global and local account management
14 To comply with all company policies, procedures and standards


* Bachelor's Degree or above
* Strong working knowledge of the FM industry in China gained through working with multinational clients
* Exceptional communication skills, both oral and written
* Fluent English language skills, written and oral
* Ability to lead and inspire a team across multiple sites
* Skilled in building strong stakeholder relationships including the ability to influence and negotiate
* Strong leadership skills with the ability to inspire, develop and build a strong team
* Excellent problem-solving skills with the ability to devise sound solutions
* Ability to produce high quality written reports and presentations

Experience required:

* Extensive experience in the FM industry managing multi-service contracts including soft and hard FM
* Previous experience managing teams, ideally across a spread of geographic locations
* Previous experience managing a P&L
* Previous experience as a client interface
* Previous experience presenting to small groups including clients and teams
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Apply for KA Director (Global Facility Service)
Reference: CN144287

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