BAM UK & Ireland is recruiting an Head of Customer Relations to join the Facilities Management team.
As the Head of Customer Relations, you will lead BAM FM’s customer growth and engagement strategy, strengthening our market presence and driving sustainable expansion across public and private sectors. This role builds high-value relationships with clients, internal stakeholders, and industry partners to proactively shape demand and convert engagement into long-term FM contracts and Projects. It plays a pivotal role in positioning BAM FM as a trusted, innovative, and strategic service provider.
This is a Flexible / Hybrid role requiring national travel.
BAM offers a flexible working policy.
Making Possible
Market & Opportunity Development
· Lead proactive market intelligence to identify emerging trends, future customer needs, and new opportunities outside existing frameworks.
· Build and maintain a diversified pipeline of public and private sector prospects, ensuring accuracy and transparency through the CRM system.
· Develop strategic opportunity plans that support sustainable, profitable growth for BAM FM.
Client & Stakeholder Engagement
· Act as the senior point of contact for strategic clients, consultants, and key partners, establishing trusted, long-term relationships.
· Create and embed governance structures that support consistent, high-quality customer engagement and account management.
· Represent BAM FM at industry events, forums, and networking opportunities to enhance brand visibility and influence.
Business Growth & Bid Support
· Drive conversion of qualified opportunities into awarded projects and FM contracts, ensuring alignment with commercial and operational priorities.
· Support the development of innovative, customer-focused bids, proposals, and presentations.
· Collaborate closely with wider FM team to ensure compelling, compliant, and value-driven submissions.
Insight, Reporting & Continuous Improvement
· Monitor and interpret market trends to identify new sectors, solutions, and competitive advantages.
· Drive continuous improvement in customer experience through feedback, intelligence, and structured governance.
· Provide accurate reporting on pipeline progress, conversion rates, and client engagement activity.
Internal Strategic Client Engagement
· Build strong relationships with key internal stakeholders across regions and functions.
· Maintain clear engagement plans, ensuring regular, high-quality touchpoints.
· Use CRM to share client insights, update contacts, and track engagement activity.
· Coordinate internal referrals and ensure seamless handover between teams.
What’s in it for you?
Competitive salary
Company car/car allowance/travel allowance
A wide range of family-friendly policies
8 % matched pension contributions
Private healthcare
Life assurance
26 days holiday
2 wellbeing days
1 volunteering day
Personal and professional development
This leadership position offers an exceptional opportunity to shape BAM FM’s future growth trajectory. The role is suited to a strategic, forward-thinking individual passionate about building relationships, winning work, and delivering innovative solutions that add value for our clients and the organisation.
What do you bring to the role?
Experience & Skills
· Proven track record in business development, customer relationship management, or strategic account leadership within FM or related sectors.
· Strong commercial acumen with the ability to shape value propositions and influence decision-making at senior levels.
· Exceptional networking and communication skills, with confidence engaging at executive and board level.
· Ability to manage complex stakeholder environments and convert strategic opportunities into tangible outcomes.
· Competent in using CRM systems and data insights to support forecasting, reporting, and decision-making.
Competencies
Proactive Leadership
· Anticipates market changes, identifies future opportunities, and takes decisive action to strengthen BAM FM’s position.
Relationship Management
· Builds trusted, long-term partnerships with clients, consultants, and internal stakeholders.
Results Orientation
· Drives measurable commercial outcomes, focusing on profitable growth and conversion.
Brand Advocacy
· Represents the organisation with professionalism, integrity, and enthusiasm, enhancing BAM FM’s external visibility.
Success Metrics
Commercial Performance:
· Gross margin delivery, pipeline growth, opportunity conversion, bid success rate.
Customer Engagement & Brand:
· Number and quality of strategic engagements, industry event participation, volume of opportunities generated from new channels, impact of brand-building activities.
Strategic Contribution:
· Expansion into new sectors, improved governance across key accounts, strengthened customer satisfaction and retention.
· Identify and qualify opportunities early through proactive internal engagement.
· Lead internal alignment sessions to shape winning solutions and value propositions. Ensure all opportunities are accurately recorded, owned, and progressed in CRM.
· Drive cross-sell and upsell opportunities within existing accounts.
The application process
BAM is committed to ensuring a fully inclusive recruitment and onboarding process, so if at any time you feel we need to do something to make it more accessible to you, do not hesitate to speak with one of our team, and we will do our best to support you.
"Join us in Making Possible
