Job Description:

Head of Key Accounts 

Leicester | Hybrid Working | Full-Time | Permanent Competitive Salary DOE 

A growing and ambitious utilities business is seeking an experienced Head of Key Accounts to lead its Account Management function. This is an excellent opportunity for a commercially minded leader to take ownership of key client relationships, develop and mentor a high-performing team, and play a pivotal role in driving customer satisfaction, retention and business growth. 

The successful candidate will act as the senior point of contact for strategic clients, ensuring exceptional service delivery while working closely with operational, commercial and technical teams to deliver long-term value. 

The Role 

The Head of Key Accounts will be responsible for overseeing key customer relationships, ensuring service excellence and delivering a proactive account management strategy. The role will combine leadership, client relationship management, commercial oversight and operational collaboration. 

Key responsibilities will include: 

Leadership & Strategy 

• Leading, coaching and developing the Account Management team. 

• Implementing and driving the overall account management strategy. 

• Establishing KPIs and performance measures to ensure high levels of service delivery. 

• Promoting a culture of continuous improvement, accountability and customer focus. 

Client Relationship Management 

• Acting as the senior escalation point for key clients. 

• Building and maintaining strong relationships with senior stakeholders. 

• Leading client review meetings and performance discussions. 

• Ensuring client expectations are consistently met and exceeded. 

Operational Excellence 

• Working closely with internal teams to ensure a seamless customer experience. 

• Monitoring service delivery performance and identifying opportunities for improvement. 

• Managing escalations and mitigating service risks. 

• Ensuring compliance with industry regulations, service standards and contractual obligations. 

Commercial Growth 

• Identifying opportunities to expand existing customer relationships. 

• Supporting contract renewals, tender submissions and client proposals. 

• Monitoring account performance and profitability. 

• Providing strategic insight to support customer retention and sustainable growth. 

The Ideal Candidate 

The successful applicant will be a proven account management leader with strong commercial awareness and exceptional relationship-building skills. 

Applicants should possess: 

• Significant experience in a client-facing role within utilities, property management, facilities management or a B2B service environment. 

• Previous experience leading Account Management, Client Success or Customer Relationship teams. 

• Strong commercial acumen and experience managing high-value client portfolios. 

• Excellent communication, negotiation and stakeholder management skills. 

• Experience working with CRM systems and client reporting platforms. 

• A proactive, solutions-focused approach with the ability to use data and insight to drive decision-making. 

• Strong organisational skills and the ability to manage multiple priorities effectively. 

What's on Offer? 

• Competitive salary package 

• Hybrid working arrangement 

• 25 days annual leave plus bank holidays 

• Paid birthday leave 

• Health and wellbeing benefits 

• Ongoing training and professional development 

• The opportunity to influence and shape a key business function within a growing organisation 

This opportunity would suit an experienced Account Management professional looking to take ownership of a strategic function and play a significant role in the continued success and growth of an innovative utilities business.