Account Lead

Description:

Macro, a globally recognised leader in facilities management, is seeking a Senior FM/Account Lead to head service delivery operations for a major international retail client within the EMEA region. This is a strategic and high-impact role based in the UK, where you’ll be responsible for overseeing and driving effective, compliant, and safe FM services across multiple retail locations. The position sits within an outsourced FM environment and demands strong operational leadership, client management, and commercial acumen.

The successful candidate will spearhead long-term growth across the contract while developing a “one team” culture within both internal teams and the extended supply chain. Responsibilities include end-to-end operations leadership, P&L accountability, risk mitigation, KPI optimisation, and change/project management, such as the mobilisation of new client sites.

You will maintain constant alignment with client needs, proactively adapting to evolving operational demands and regulatory frameworks. Building a high-performance team is a central expectation of this role, along with acting as a key liaison in the Retail Account Management Team and contributing to safety leadership initiatives across the contract.

Required qualifications and skills include:

• Proven experience managing FM operations at a senior level

• Demonstrated success in the retail sector and EMEA operations

• Strong leadership, stakeholder management, and P&L management capabilities

• Excellent communication, negotiation, and commercial skills

• Degree in a relevant field, membership in a professional institution, and a recognised HSE qualification

• Fluent in English; other European languages (French, German, Spanish, Italian, Dutch) are desirable

• Experience recruiting and developing FM talent across regions is advantageous

This is an exciting opportunity to work in a technology-driven and values-led organisation committed to innovation, customer satisfaction, and employee development.