Client Services Director
On-siteLondon, England, United Kingdom
Job Summary
Lead a portfolio of client contracts by driving operational excellence, managing key client stakeholders, and ensuring consistent SLA achievement. Develop and coach senior operational teams, including Operations Managers, while supporting succession planning and fostering a high-performance culture focused on accountability and continuous improvement. Identify market trends to support business development activities such as sales presentations and tenders, actively contributing to client retention strategies and portfolio growth. Monitor financial performance, drive profitability through effective commercial management, and ensure compliance with all company policies and statutory requirements. Represent Portico as a professional ambassador both internally and externally to champion our culture and values.
Required Qualifications
- Proven senior leadership experience within hospitality, facilities management, workplace experience, outsourcing, or a client services environment
- Strong experience managing multiple client contracts and operational teams
- Commercially astute with experience managing budgets, KPIs, and financial performance
- Exceptional stakeholder management and relationship-building skills
- A track record of developing high-performing teams and future leaders
- Strong strategic planning, problem-solving, and decision-making abilities
- Experience of working in high end customer service environments, and particularly Front of House
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