The Site Manager & Client Account Manager serves as the primary representative of the company at a strategic client site. This role combines operational leadership, customer relationship management, business development, financial oversight, and team management.
The successful candidate will be responsible for ensuring the successful delivery of services, managing on-site and remote teams, expanding the company's presence within the client organization, and driving profitable growth while maintaining high levels of customer satisfaction.
Key Responsibilities
Client Relationship Management
- Act as the primary point of contact for the client.
- Develop and maintain strong relationships with key stakeholders and decision-makers.
- Lead customer governance meetings, steering committees, and business reviews.
- Ensure customer satisfaction and proactively address concerns or escalations.
- Identify client needs and propose value-added solutions.
- Foster long-term strategic partnerships with the client.
Operations and Service Delivery Management
- Ensure the successful execution of all contracted activities.
- Monitor project performance, service quality, and customer commitments.
- Coordinate resources to support project delivery objectives.
- Manage operational risks and implement corrective action plans when necessary.
- Ensure compliance with contractual obligations, company standards, and safety requirements.
- Drive continuous improvement initiatives and operational excellence.
Team Leadership and People Management
- Lead, coach, and develop multidisciplinary teams located on-site and remotely.
- Establish clear objectives and performance expectations.
- Support recruitment, onboarding, training, and employee development activities.
- Promote employee engagement and retention.
- Foster a collaborative, accountable, and customer-focused culture.
- Resolve conflicts and support team well-being.
Business Development and Account Growth
- Identify and qualify new business opportunities within the client organisation.
- Expand existing services and promote new offerings.
- Develop account growth strategies aligned with regional objectives.
- Support the preparation of proposals, Statements of Work (SOWs), and commercial presentations.
- Participate in contract negotiations and commercial discussions.
- Build executive-level relationships to increase the company's footprint within the account.
Financial Management
- Assume responsibility for the site's financial performance.
- Manage revenue, costs, profitability, and budgetary objectives.
- Monitor project margins and resource utilisation.
- Develop forecasts, budgets, and financial reports.
- Identify financial risks and implement mitigation actions.
- Ensure accurate invoicing and revenue recognition processes.
Reporting and Governance
- Provide regular operational and financial reporting to North American leadership.
- Present account performance, risks, opportunities, and action plans.
- Maintain accurate project dashboards and management reports.
- Support strategic planning and business reviews.
Strategic Leadership
- Contribute to the development of the company's North American growth strategy.
- Drive local market awareness and client engagement initiatives.
- Represent the company during customer meetings, industry events, and local business forums.
- Identify emerging trends and opportunities within the aerospace and manufacturing sectors.
Resource Planning and Workforce Management
- Develop workforce plans aligned with business growth objectives.
- Anticipate future skills and staffing requirements.
- Optimise resource allocation across projects and programmes.
- Coordinate with recruiting teams to support hiring plans.