This role will support the successful delivery of key client accounts by ensuring strong day-to-day client management, consistent KPI tracking, service level adherence, and accurate reporting. The Account Manager will work closely with the Field Management team to support field execution, monitor performance, and help ensure client objectives are delivered on time and within budget.

The role also has an important people management element, requiring a supportive, hands-on approach to leading and developing team members. The successful candidate will be comfortable managing performance through regular coaching, guidance, and constructive counselling, helping individuals to improve, stay engaged, and deliver to a high standard.

The ideal candidate will be highly organised, commercially aware, and confident managing multiple priorities in a fast-paced environment. They will bring strong relationship management skills, attention to detail, and a proactive approach to supporting both clients and internal teams.

KEY RESPONSIBILITIES

Client Management & Support

• Support the day-to-day management of client accounts, maintaining strong and professional working relationships.

• Act as a key contact for clients in relation to KPI performance, SLAs, reporting deadlines, and ongoing account queries.

• Ensure client expectations are understood and supported through consistent communication and follow-up.

• Assist in preparing for client meetings, performance reviews, and regular updates.

KPI, SLA & Reporting Management

• Monitor account performance against agreed KPIs and service level agreements.

• Track reporting deadlines and ensure all client reports are delivered accurately and on time.

• Work with internal teams to ensure performance data is gathered, reviewed, and presented clearly.

• Identify any risks to KPI delivery or SLA compliance and escalate issues in a timely manner.

Support to Field Manager Team

• Act as a support function to the Field Management team in the coordination and delivery of field activity.

• Help translate client priorities and performance requirements into clear actions for the field team.

• Assist with tracking field performance, following up on actions, and helping to close performance gaps.

• Support communication between head office, the field team, and clients to ensure smooth execution.

People Management & Team Support

• Support the day-to-day management of field team members through regular communication, coaching, and guidance.

• Foster a positive and supportive team culture focused on engagement, accountability, and continuous improvement.

• Provide constructive feedback and manage performance in a supportive, counselling-based manner.

• Help identify development needs and work with the Field Managers to support individual growth and capability building.

• Support the resolution of team issues in a fair, professional, and people-focused way.

Budget Management

• Support the management of account budgets, ensuring costs are tracked and aligned to agreed plans.

• Assist in monitoring spend across accounts to help maintain profitability and budget control.

• Work with finance and operational teams to ensure accurate budget reporting and forecasting.

• Help ensure client activity is delivered efficiently and with a strong focus on return on investment.

Contract Delivery & Operational Coordination

• Support the execution of client contracts and agreed deliverables across multiple accounts.

• Ensure internal processes are followed to deliver a high standard of service and consistent account support.

• Coordinate with cross-functional teams to ensure reporting, field activity, and client deliverables are completed to schedule.

• Maintain accurate account documentation and performance records.

WHAT SUCCESS LOOKS LIKE

• KPIs and client SLAs are consistently met.

• Reporting is delivered accurately and on time.

• Client relationships are well managed and professionally supported.

• The Field Management team is effectively supported in driving field execution.

• Team members are managed in a supportive, constructive, and performance-focused way.

• Account budgets are closely monitored and well controlled.

• Issues are identified early and resolved quickly to protect delivery standards.