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About the Role
The Retail Account Manager will be the key day-to-day contact for a portfolio of brand clients operating in duty-free stores across Gatwick, Stansted and Bristol airports. This role requires building trusted relationships with clients, airport and retailer stakeholders, and retail teams, ensuring accounts are well planned, commercially focused, and delivered to a high standard. It is a hands-on role for someone who enjoys being close to the operation, moving confidently between account planning, store visits, client conversations, team coordination, reporting, and problem-solving. The role demands flexibility to support multi-site and/or terminals and multi-disciplined teams, requiring a collaborative, hands-on, and extremely organized individual who can deliver new ideas in a fast-moving environment.
Responsibilities
- Own the day-to-day relationship with allocated duty-free clients, providing a reliable, solutions-focused point of contact.
- Visit LGW, STN and BRS regularly to understand store conditions, team performance, client priorities and retailer requirements.
- Plan and lead regular client meetings, account reviews and operational check-ins, ensuring actions are recorded and followed through.
- Translate client briefs into clear plans for Operations, Staffing, Talent, Finance and other internal teams.
- Work with the recruitment and staffing teams to anticipate activities, plan cover and secure the right people for each account.
- Support briefings, training, coaching and performance conversations so retail teams understand the brand, the objectives and the expected standards.
- Monitor execution, attendance, sales performance, visibility, compliance and client feedback, escalating risks early and agreeing corrective action.
- Prepare accurate reports and presentations that communicate performance, insight, challenges, successes and recommendations clearly.
- Support quotations, budgets, purchase orders, invoicing and financial tracking, working with the relevant internal teams to protect account profitability.
- Maintain accurate account records, contact plans, action logs and forward pipelines, ensuring information is current and accessible.
- Identify opportunities to strengthen existing accounts, extend activity and contribute to new business proposals where appropriate.
- Represent ABM Experience Solutions professionally at all times and promote a collaborative relationship between agency, client, retailer and team.
- Work with the QHSE team to ensure risk assessments are created and implemented for each activity.
- Ensure all activities have careful planning to meet store compliance standards.
- Undertake any reasonable task requested.
Requirements
- Proven experience in account management and project management, preferably in the travel retail or promotions industry.
- Strong commercial acumen.
- Strong leadership and team management skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Proficient in MS Office & project management software and tools.
- Strong analytical and problem-solving abilities.
- Full clean driving licence.
- Must be able to provide a full 5-year history and criminal record check for an Airside pass.
- Must have a valid passport.
- Must have the right to work in the UK.
Skills
- Excellent communication skills
- Excellent interpersonal skills
- Team motivation
Location
- Heathrow Airport
Work Type
- Permanent
- 40 hours per week
Salary/Compensations
- Competitive
Benefits
- 24/7 GP for employee and immediate family
- Mental Health support and Life Event Counseling
- Get Fit Programme
- Financial and legal support
- Cycle to work scheme
- Access Perks at Work employee app (discounts, gift cards, cashback, exclusive offers, resources and tools, online chat or telephone service for urgent support)
About the Company
- ABM is one of the world's largest providers of integrated facility services.
- ABM is a driving force for a cleaner, healthier, and more sustainable world, providing essential services that improve the spaces and places that matter most.
- ABM offers a comprehensive array of facility services including cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions.
- ABM delivers custom facility solutions to properties across a wide range of industries, including commercial office buildings, schools, airports, hospitals, data centres, manufacturing plants and distribution centres, and entertainment venues.
- In the UK, ABM services iconic sites with more than 10,000 team members.
- For more information, visit www.abm.co.uk.
Equal Opportunity
- ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief.
- ABM are proud members of the Armed Forces Covenant Employer Recognition Scheme.