Account Manager
Here East is a unique location. A world-renowned redevelopment of the London 2012 Olympics site, it is heavily influenced by the themes of regeneration, innovation, local community engagement and ESG.
You will be responsible for the development and management of one of JPC by Samsic’s longest contracts, we are the only original service provider in situ. It is imperative that the Account Manager continues to innovate, develop and strategically manage the account to maintain our world class and award-winning service provision.
Our team is at the heart of our success, you will need to have a passion for team development, enhance the team culture and have outstanding leadership skills.
We are looking for a candidate that will bring their experience and passion to Here East, inspire our teams and clients and deliver a unique and world class service in line with JPC by Samsic and Here East values.
Key Responsibilities
Operational Leadership & Excellence
- Proactively manage all contracted soft services to exceed agreed KPIs and Service Level Agreements.
- Manage quarterly business reviews focusing on team culture, innovation and ESG.
- Monitor contract performance and implement continuous improvements, maintaining compliance with ISO 9001 Quality Management and ISO 14001 Environmental Standards.
- Develop and deliver a one-year strategic plan to drive innovation, customer satisfaction, and sustainable operations.
- Prepare estimates, proposals, and presentations for internal and client stakeholders.
- Procure, benchmark, and manage sub-contracted services and suppliers, ensuring value for money and adherence to standards.
- Align the onsite team and resources in line with Here East team led culture and ethos.
- Proactively engage and manage ESG opportunities.
People & Culture
- Recruit, induct, train, and coach a diverse, talented cleaning team.
- Perform regular probation reviews, appraisals, and personal development planning to nurture future leaders and reduce staff turnover.
- Create a culture of accountability, recognition, and high performance where each team member feels valued and empowered.
- Deliver toolbox talks and on-the-job training to maintain the highest standards of health, safety, and service.
- Act as a role model for the JPC by Samsic values, championing teamwork and collaboration.
- Actively engage in regular team culture days where the team milestones and achievements are celebrated.
Client Partnership & Communication
- Build and sustain positive, constructive relationships with clients, guests, contractors, and colleagues.
- Work in partnership with the senior client and property managers to deliver added value and enhance the overall guest experience.
- Respond proactively to client needs, feedback, and service requests with a solutions-focused approach.
Sustainability & ESG
- Support and implement initiatives to drive environmental sustainability, social responsibility, and strong governance across all operations.
- Work closely with associated teams on sustainable and ESG-focused projects, ensuring compliance with environmental and social objectives.
- Encourage the adoption of greener, more responsible practices by your team, embedding ESG principles into everyday service delivery.
- Management of the Waste Operations team will allow you to drive innovation in ESG.
- Establish operational and strategic relationship with Here East ESG Coordinator
Financial & Resource Management
- Manage operational budgets, control costs, and deliver agreed net operating profit targets.
- Annual recostings, creating efficiencies and maximizing revenue opportunities.
- Monitor resource use, machinery, and materials, ensuring compliance with company requirements and Health and Safety legislation.
- Develop and implement strategies to achieve roadmap cost savings and continuous improvement.