Operations Manager (Client Account Manager)


Company:	Marston Holdings
Salary:	£50,000 to £60,000 a year
Hours:	Full-time
Location:	NW5 3EW
Job type:	Permanent
Posting date:	6 Oct 2026
Closing date:	9 Nov 2026

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Summary

Client Account Manager

Location: Greater London

Salary: Up to £60k DOE + Car Allowance

About the Role

We’re looking for an experienced Client Account Manager to take ownership of the day-to-day operational and commercial performance of a key client account.

This is a senior operational role where you’ll act as the primary point of contact for our clients, building strong, long-term relationships while ensuring we consistently deliver against contractual commitments, SLAs, KPIs and financial targets.

You’ll lead and develop operational teams, work closely with senior client stakeholders and identify opportunities to improve service delivery, increase efficiency and grow the account.

What You'll Be Doing

Client & Account Management

Act as the primary point of contact for clients, building strong, trusted and long-term relationships.

Develop relationships with client managers, senior decision makers and key stakeholders.

Understand client priorities, pressures and changing requirements, providing proactive advice and support.

Take ownership of client satisfaction and ensure agreed contractual commitments are consistently delivered.

Lead regular performance and strategy meetings, demonstrating results and identifying opportunities for improvement.

Develop and maintain account plans aligned to client priorities and business objectives.

Work collaboratively with clients to identify innovative ways to improve service quality and efficiency.

Monitor industry and competitor activity to ensure we remain competitive.

Identify opportunities for contract extensions, additional services and account growth, working closely with the Account Director.

Operational Leadership

Take overall responsibility for the operational delivery of the account, ensuring SLAs, KPIs and service standards are achieved or exceeded.

Lead, motivate and develop supervisors and frontline colleagues, creating an engaged and high-performing workforce.

Set clear expectations and ensure individual and team objectives are achieved.

Support the ongoing development, capability and career progression of team members.

Maintain strong operational control and ensure teams and subcontractors understand and deliver against client requirements.

Monitor performance, identify issues and implement effective solutions.

Coordinate and deliver operational mobilisation plans and actions.

Ensure compliance with company policies, processes, management standards, health & safety and equal opportunities requirements.

Promote company values and create a culture of continuous improvement and two-way communication.

Financial & Commercial Management

Take ownership of the account's financial performance and EBITDAO targets.

Manage budgets, costs, wage variances, overheads and expenses effectively.

Produce budgets and forecasts, identifying potential financial risks and taking proactive action to minimise their impact.

Monitor account performance and identify opportunities to improve efficiency and control costs.

Ensure purchasing and expenditure are managed in line with company procurement policies.

Audit account finances and expenditure to ensure compliance with company procedures.

Provide accurate contractual performance data to support monthly client invoicing.

Support sustainable account growth by identifying commercial opportunities and working with the Account Director to develop new business.

What We're Looking For

We're looking for someone who can combine strong operational leadership with excellent client management and commercial awareness.

You'll ideally have:

Proven experience managing a client account, contract or operational function.

Experience managing and developing teams, including supervisors and frontline employees.

Strong relationship-building and stakeholder management skills, with the confidence to work with senior client contacts.

Previous experience of working collaboratively with trade unions and employee representatives.

Experience working against KPIs, SLAs and contractual performance measures.

Good commercial and financial understanding, including experience managing budgets and controlling costs.

A proactive approach to identifying service improvements and new opportunities.

Strong communication, negotiation and influencing skills.

The ability to analyse performance information and turn it into practical actions.

Experience managing competing priorities in a fast-paced operational environment.

A strong understanding of compliance, health & safety and people management principles.

What You'll Bring

You'll be a confident and commercially minded leader who can build credibility quickly with both clients and colleagues.

You'll be comfortable having challenging conversations, solving problems and making decisions, while maintaining a strong focus on customer satisfaction and operational performance.

Most importantly, you'll be someone who takes ownership, builds strong relationships and looks for ways to continuously improve.

Why join NSL?

At NSL, you'll be joining a large-scale operational business delivering services across the UK. Our parking and enforcement operation includes more than 4,000 frontline colleagues and 250+ UK bases, alongside long-standing partnerships with local authorities and other clients.

Marston Holdings is committed to creating an inclusive workplace where everyone has the opportunity to develop and succeed. We welcome applications from candidates with a wide range of backgrounds and experience.

The successful candidate will be subject to the relevant pre-employment screening, which may include DBS and County Court Judgment checks, in line with the requirements of the role.

INDT

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