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Associate Director FM
Client Director
Location: National (with mandatory visits to Stoke office, minimum 1/3 visits per month)
About the Role
Our global commercial real estate advisory firm was founded in 1978 and now operates across 120+ locations in 20+ countries. We're a Principal-led, privately-owned business, empowering employees to own shares and contribute to strategic decisions. Our mission is to create vibrant places that deliver long-lasting social value and economic impact while fostering a culture of collaboration, curiosity and strategic intelligence.
This Client Director role is at the heart of our business – you’ll drive client relationships, operational excellence and business growth while championing diversity, inclusion and community.
Why Work for Avison Young?
- Global impact, local engagement – Work in a dynamic environment shaping real estate and communities worldwide.
- Collaborative culture – Autonomy to lead projects, engage cross-functionally, and own growth.
- Ownership opportunity – Principal-led model allowing employees to become shareholders.
- Commitment to inclusion – proud sponsors of women’s empowerment, DEI initiatives and disability confidence.
- Passion meets intellect – A balanced mix between strategic vision, curiosity and hands-on impact.
Responsibilities
Client Management
- Deliver contractual KPIs, SLAs and service targets within expectations and internal standards.
- Serve as a trusted strategic advisor, guiding clients through operational and financial discussions.
- Address client complaints, escalations and service failures with consistency and diplomacy.
- Maintain professional credibility to represent Avison Young with stakeholders.
- Assist Client Director in deputizing, supporting strategic initiatives and contract development.
Team Leadership
- Foster a culture of collaboration, accountability and continuous improvement across the national team, including external suppliers and internal support teams.
- Perform monthly performance reviews and regular coaching for direct reports, ensuring aligned development plans.
- Complete annual appraisals and promote continuous learning to drive high performance.
- Conduct operational reviews to identify improvements, risks and growth opportunities.
- Ensure regular Stoke office visits (minimum one per month).
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Supplier Management
- Act as the escalation point for supplier performance issues.
- Maintain and strengthen relationships with key suppliers, representing Avison Young and client interests fairly.
- Conduct quarterly supplier reviews to ensure compliance, service quality and innovation.
Commercial & Business Growth
- Support annual budget targets, financial performance and profitability through resource and cost management.
- Identify business growth opportunities, value-add services and implications initiatives.
- Assist with stakeholder and financial compliance alignment with company objectives.
Performance, Compliance & Technology
- Compile monthly operational reports, outlining performance, risks and action plans.
- Maintain risk registers and business continuity plans.
- Champion technology integration in facilities management, supporting digital capabilities.
Health & Safety, Compliance & Environmental Sustainability
- Ensure adherence to statutory, safety and regulatory obligations – zero tolerance for breaches.
- Oversee portfolio safety and compliance on client agreements, meeting contractual targets.
- Monitor FM compliance activities, ensuring certifications and policies are up-to-date.
Requirements
Experience & Background
- 10 years’ experience in a similar FM-focused advisory or client service role preferred.
- Deep expertise in client contract management, facilities management and operational consultancy.
- Strong technical skills in operational data platforms, CAFM systems and technological solutions for buildings.
- IOSH certification (or relevant experience) in health and safety management.
- Membership of IWFM or another recognised real estate/operations professional body.
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Leadership & Soft Skills
- Proven leadership ability with experience managing people, projects and client engagements at senior level.
- Highly client-focused mindset, balancing strategic relationships with operational execution.
- Ability to navigate ambiguity, resolve conflicts and drive performance with diplomatic tact.
- Familiarity with business travel and site visits, including the ability to represent the firm professionally.
Benefits
- Partnership Opportunities – track towards becoming a Principal with voting influence.
- ** অর্থ** Diverse Initiatives – DEI steering committee, global employee networks (Women’s, Black Professionals, LGBTQ+), and structured learning programs.
- Flexible Performance Culture – transparent goal-setting and diverse working arrangements.
- Inclusivity & Wellbeing – equipped to provide reasonable adjustments for all applicants.
- Shared Vision – aligning personal impact with Avison Young’s mission to transform places, people’s lives.
Important Reminder:
This role may require paixopuls nationwide travel and site visits, and we’ll need confirmation of your work eligibility in the UK. If you don’t meet every core requirement, we encourage you to apply—we value passion and potential. Your application may influence future opportunities.
Now let Avison Young shape what’s possible.
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Jessica, London
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