JOB TITLE: Account Manager

LOCATION: Heathrow Airport

CONTRACT: Permanent

HOURS: 40 hours per week

SALARY: Competitive

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at [email protected]. We're here to help!  

ROLE OVERVIEW AND PURPOSE

ABM Experience Solutions creates and delivers people-led brand experiences across travel retail, events and customer-facing environments. We combine strong operational delivery with commercial understanding, creative thinking and genuine human connection. Our teams help brands show up consistently, confidently and effectively wherever customers meet them. 

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. You will build trusted relationships with clients, airport and retailer stakeholders, and our retail teams, ensuring that every account is well planned, commercially focused and delivered to a consistently high standard. 

This is a hands-on role for someone who enjoys being close to the operation. You will move confidently between account planning, store visits, client conversations, team coordination, reporting and problem-solving. You will understand what good looks like in a busy travel retail environment and turn that understanding into practical solutions for our clients. 

Our structure requires flexibility to support multi-site and/or terminals and multi-disciplined teams. We’re looking for someone who is collaborative, hands-on and extremely organised. You will be working in a fast-moving environment and delivering new ideas.   

Principal 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. 

Compliance / Other Duties:  

• 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

• Excellent communication, and interpersonal skills to motivate a team to meet the needs of our customers. 

• 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 

You will obtain an Airside pass for the airport, meaning you will need to be able to provide us with a full 5 year history and criminal record check. You must also have a valid passport and have right to work in the UK. 

Benefits

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our careers page

ABOUT US

ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.

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. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.