Account Director Job at Elior UK (London)

Job Description

Lexington is an award-winning contract caterer that focus on providing great food and service to customers. To do this we need fabulous people and we work hard to create an environment where our team members feel engaged, inspired, valued and enjoy what they do. We are currently looking for an experienced Catering and hospitality account director who will lead and develop the catering and hospitality account to deliver outstanding food, service and client experiences, whilst maximising operational efficiency, commercial performance and long term contract retention. The role provides strategic and operational leadership across all areas of the account, including hospitality and events, fine dining, vending, café and the staff restaurant.

Job Responsibility

Act as the primary point of contact for the client, building strong, trusted relationships at all levels
Ensure delivery of all contractual obligations, service level agreements and key performance indicators (KPIs)
Lead regular client reviews, providing performance reports, insight and recommendations
Develop and present business cases and proposals for change, innovation and investment
Proactively manage client expectations, address issues before they escalate and ensure high levels of satisfaction and retention
Lead and oversee day to day operations across the account, ensuring consistently high standards in food, service and site presentation
Drive operational excellence across hospitality (including fine dining and events), cafés, staff restaurants and retail where applicable
Produce and agree annual business plans and site level plans with clients and internal stakeholders
Ensure all sites operate in line with company policies and agreed operating procedures
Plan and support site marketing and promotional activity, ensuring merchandising is creative, professional and aligned with the client brand
Own the commercial performance of the account, typically with a turnover in the region of £7m
Prepare, agree and manage annual budgets, forecasts and growth strategies with directors and clients
Monitor financial performance weekly and monthly, including sales, labour, gross profit, purchasing and overheads
Ensure accurate and timely invoicing and payment, client financial reporting and supporting operational data
Identify and secure opportunities for upselling, cross‑selling and organic growth, working closely with operations, food and marketing teams
Lead, motivate and inspire managers and teams across the account (for example, circa 110 colleagues across multiple departments)
Recruit, induct, train and develop managers and key personnel to create high‑performing, engaged teams
Conduct regular Talent Toolbox reviews and target setting, ensuring performance issues are addressed promptly and constructively
Identify talent, put in place succession plans for high‑risk roles and support internal progression across sites and functions
Champion the company’s values and culture, actively promoting a positive, inclusive and collaborative working environment
Create opportunities and forums for teams to share ideas, network and contribute to continuous improvement
Ensure full compliance with all statutory and company policies, including health and safety, food safety, allergen management, COSHH and employment legislation
Champion and monitor health and safety, food hygiene, environmental management systems (EMS) and human resources (HR) procedures across site
Achieve successful internal and external audits and ensure action plans are completed on time
Safeguard food and service ethos and standards, ensuring that all site standards meet or exceed company and client expectations
Act as a role model for best practice, leading by example in all operational, safety and ethical behaviours
Drive innovation in food, service style, technology and guest experience across the account and wider business
Encourage teams to identify improvements and bring forward solutions, not just problems
Lead change programmes within the account, communicating clearly, supporting teams and ensuring delivery to agreed timelines
Stay aware of market trends and competitor activity within the catering, hospitality and workplace experience sectors, and translate insight into action

Requirements

Proven experience in a senior operations or account director role within contract catering, hospitality or a related service sector
Experience leading multi-site or large single-site operations with significant financial turnover (for example, £8m–£12m)
Strong understanding of the business and industry (B&I) foodservice sector, with exposure to hospitality, fine dining, cafés and staff restaurants
Demonstrable track record of client relationship management and contract retention
Strong commercial acumen, including budgeting, forecasting, P&L ownership and performance analysis
Experience managing complex HR processes (for example TUPE, restructures, changes to terms and conditions, redundancies)
Proven experience in recruitment, development and performance management of managers and large teams

Nice to have

Experience in commercial hotels or restaurants
Experience of major mobilisations or flagship site management
Formal catering or hospitality qualification, or equivalent experience
Strong understanding of experiential service to a high level

What we offer

Free, tasty meals
Flexible working
28 days of holiday, and after two years, enjoy even more with 31 days
Leave for life’s important moments
Paid volunteering days
Career development and learning opportunities
Mental health support and wellbeing perks
Pension schemes and life assurance
Exclusive discounts on entertainment, leisure, and even travel

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Account Director

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