Key Account Manager

Job Responsibilities:

Strategic Account Management:

• Serve as the primary strategic point of contact for senior stakeholders across Corporate Services and other Business Units.
• Cultivate and maintain strong, trusted relationships with the client, proactively identifying their evolving needs and ensuring Manpower's services consistently align with their strategic objectives and brand standards.
• Conduct regular business reviews with client leadership, presenting performance metrics, service enhancements, and strategic recommendations.

Operational Excellence & Service Delivery Oversight:

Staff Cafes:

• Oversee the management of all staff cafes, ensuring high standards of food quality, variety, hygiene, and service efficiency.
• Monitor operational performance, including queue times, customer satisfaction, menu innovation, and waste management.
• Ensure compliance with all food safety regulations and health guidelines.

Client Centre Hospitality:

• Directly manage the Hospitality Manager (and indirectly the Reception, F&B Executive, and Catering Coordinator teams) within the Client Centre, ensuring the delivery of personalized, discreet, and luxurious client services (reception, personalized butler service, and premium F&B).
• Ensure all Client Centre services align with elite client experience standards, maintaining an impeccable environment and anticipatory service.

Team Leadership & Development:

• Lead, mentor, and inspire a diverse team of hospitality professionals across multiple locations (Cafe Managers, Chefs, Service Staff, Receptionists, Butlers, Catering Coordinators, Hospitality Managers).
• Oversee recruitment, onboarding, training, performance management, and career development for all Manpower personnel deployed at the client site(s).
• Foster a cohesive, highly motivated, and client-focused team culture that upholds Manpower and client values.

Financial & Contractual Management:

• Manage the P&L for the account, ensuring budget adherence, cost optimization, and profitability targets are met.
• Oversee accurate invoicing, expense management, and financial reporting for all service lines.
• Ensure strict compliance with all terms and conditions of the service agreement between Manpower and the client.

Quality Assurance & Continuous Improvement:

• Implement robust quality control processes and audits across both cafe and Client Centre operations.
• Proactively gather client and end-customer feedback and implement actionable improvements.
• Identify and introduce best practices, innovative solutions, and technology to enhance service delivery and operational efficiency.

Risk Management & Compliance:

• Ensure all operations comply with relevant local regulations, industry standards, and the client's internal policies (e.g., health & safety, food safety, HR, security).
• Develop and implement contingency plans for operational disruptions.

Health and Safety Responsibilities:

• Follow Compass health, safety and security procedures
• Maintain safe personal presentation standards
• Consult on health and safety matters
• Report all incidents and hazards immediately
• Complete all required HSE training
• Adhere to the site food safety plan, hygiene procedures and standards

Job Requirements:

• Proven Experience in Key Account Management: Minimum 5–7 years of experience managing large corporate accounts, preferably within hospitality, facilities management, or corporate services sectors.
• Strong Operational Expertise: Demonstrated ability to oversee multi-site operations, including food & beverage services, front-of-house management, and premium client service delivery.
• Exceptional Stakeholder Management Skills: Proven success in building and maintaining strategic relationships with senior stakeholders, with a consultative and solution-oriented approach.
• Leadership & People Management: Experience leading diverse teams across various functions, with strong skills in coaching, performance management, and team development.
• Financial Acumen: Strong understanding of P&L management, budgeting, and cost control, with the ability to drive profitability while maintaining service excellence.
• Quality & Compliance Focus: In-depth knowledge of health and safety, food hygiene regulations, and corporate compliance standards, with experience implementing quality assurance measures.
• Analytical & Problem-Solving Abilities: Ability to analyze performance data, identify service gaps, and implement effective solutions to improve efficiency and customer satisfaction.
• Excellent Communication Skills: Outstanding verbal and written communication skills, with the ability to present to executive leadership and collaborate across cross-functional teams.