Sr. Account Director
The Sr. Account Director is a key role in C&W with responsibility to manage the client relationship while providing exceptional client service and delivering on all aspects of the contract. The Sr. Account Director sets the strategy for the account, establishes the goals and leads and manages a team of functional directors and / or sr. managers with accountability for delivering outstanding results within their areas of responsibility.
The Sr. Account Director manages the day-to-day client relationship of one or more client accounts in multiple geographic regions within Global Occupier Services (GOS) across two or more service lines below :
- Integrated Facility Management (including Engineering, EH&S, Sustainability, etc.)
- Project & Program Management Services
- Transaction Management
- Portfolio Administration
- Portfolio and Workplace Strategy
The Sr. Account Director is typically responsible for between five and ten million dollars in revenue. This position provides management across all aspects of the accounts including, but not limited to :
Service Delivery Excellence (including innovation, best practices etc.)Client Experience & Relationship ManagementTalent Management and Team DevelopmentFinancial Performance (including P&L, contract expansion / renewals etc.)Essential functions and responsibilities include :
Demonstrate a deep understanding of the client's business objectives, priorities, and competitive landscape to align facility management and real estate solutions accordingly.Serve as the senior global liaison, building trusted and enduring client partnerships as well as stay on top of C&W activity across the globe in service of client.Lead quarterly and annual business reviews, delivering strategic recommendations, performance insights, and organizational alignment.Partner with a Fortune 5 client operating in a fast-paced, highly competitive global market, with primary real estate leadership based in Nashville, TN.Oversee Integrated Facility Management (IFM) service delivery across multiple global regions, requiring proven IFM operational experience at scale.Translate the account vision into actionable strategy, service-line objectives, and performance metrics.Proactively engage key influencers within the client organization to expand services, strengthen relationships, and support strategic account growth.Refine and manage governance frameworks, ensuring the appropriate level of stakeholder management is carried out.Drive disciplined account management practices to meet or exceed all contractual commitments.Leverage data and analytics to assess trends, generate insights, and drive operational improvements.Lead, mentor, and develop account teams in partnership with HR, including succession planning, performance management, and commitment to diversity, equity, and inclusion.Foster strong collaboration across Finance, HR, Sourcing, Legal, Operations, and other key business partners to ensure aligned and high-performing service delivery.Manage the account P&L, ensuring profitability, cost optimization, and long-term financial performance. Given high-profile nature of client, collate client business activity semi-annually across the globe to keep C&W executive informed given high-profile nature of client.Grow the business by identifying cross-selling opportunities, expanding service offerings, and championing value-driven contract growth with existing client set and hunt for new opportunities in other client areas outside of our current contract relationships.Serve as a catalyst for innovation, assessing current technology platforms and leading the integration of C&W's AI capabilities to enhance service delivery.Key competencies include :
LeadershipCustomer Relationship ManagementTechnical SkillsOrganization Design & Management SkillsCommunication (oral and written)Matrix Organization / Business Partner SkillsPresentation SkillsBusiness AcumenImportant education :
Bachelor's degree requiredImportant experience :
Minimum of 10 years at management level or other similar capacityExperience in directly leading and managing teams, and managing people-managersClient, P&L and contract management experienceExperience in the management of an integrated services account, including Integrated Facility Management, Project & Development Services, Transaction Management, Portfolio Administration and Strategic Consulting.In-depth understanding of the business impact of technical contributionsAdditional eligibility qualifications :
Ability to develop positive working relationships with agencies, local government officials, and business community membersPossess technical domain knowledge (one or more in IFM, PDS, TM, PA, SCON)Skilled in financial analysis and knowledge of financial conceptsAbility to comprehend, analyze and interpret complex business documentsStrong proficiency with MS Office Suite (MS Word, Excel and PowerPoint)Ability for travel as required (up to 20% of time)