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Contract Manager

3 weeks ago


Manchester, United Kingdom EFM FLEET SERVICES LIMITED Full time

Location: Manchester (with travel to sites as required) Hours: Full-time EFM Fleet Services is raising standards across our fleet operations, and we’re looking for a Contract Manager who can take full ownership of one of our largest customers. This isn’t a reactive role. It’s about leadership, pace, presence, and accountability. You’ll be the first point of contact for anything customer-related and the person making sure issues don’t arise in the first place. We want someone who doesn’t just keep things moving. They make things better. What You’ll Be Responsible For Customer Relationship & Escalation Act as the primary and first point of contact for all customer-related matters. Attend and lead Supplier Review meetings, ensuring actions, performance, and commitments are delivered. Own escalations end-to-end with urgency and clarity. Build strong, trusted relationships with senior customer stakeholders. Operational Delivery Ensure the customer’s fleet runs smoothly across all regions, with a relentless focus on VOR, service levels, and compliance. Work closely with our Contact Centre, Engineers, Workshops, and VOR teams to deliver fast, high-quality responses. Identify risks early, elevate appropriately, and drive quick resolution. Provide clear, timely updates to keep all parties aligned. Performance & KPI Management Deliver against contractual KPIs, including VOR, job progression, compliance, communication, and cost control. Analyze trends, identify issues, and implement corrective actions. Produce customer‑ready performance reports with clear insights and recommendations. Attend Supplier Review meetings to represent EFM and hold suppliers accountable. Challenge poor performance and drive continuous improvement. Ensure fast turnaround of jobs and robust diagnostic standards. Identify opportunities to drive efficiency, improve service, and reduce costs for both EFM and the customer. Develop and embed improved processes that enhance customer experience and operational flow. Leadership & Presence Represent EFM with credibility, confidence, and professionalism. Role‑model the culture we expect: ownership, standards, and high performance. Who We’re Looking For Experience in fleet, automotive, logistics, transport, or a similar operational environment. Confident managing high‑volume, fast‑paced, multi‑site operations. Strong customer‑facing communication skills, both written and verbal. Data‑driven, commercially aware, and proactive. Comfortable holding suppliers to account and challenging performance. Able to stay calm under pressure and prioritise effectively. Highly organised with a strong sense of ownership. Background in fleet management or automotive service delivery. Previous contract or account management experience. Understanding of R2C, telematics systems, service scheduling, or workshop operations. Ability to interpret data, performance reports, and KPIs. What You’ll Get Ownership of one of EFM’s most important customer relationships. Autonomy, influence, and visibility across the business. A fast‑paced environment where no two days are the same. Supportive leadership and a business committed to raising standards. How to Apply If you’re ready to step up and own one of the most critical roles in our operation, please click apply submitting your CV. #J-18808-Ljbffr