Arcus Fm
Technology‑led facilities management simplifying estate operations with smart maintenance and remote monitoring
5 hours ago
$55,000 - $60,000
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
England, United Kingdom
Field
Company Size
1,000 Employees
Service Specialisms
Sector Specialisms
Description
kpi review
performance reporting
p&l management
variation management
financial forecasting
site inspection
- Support the Account Director in delivering strategic objectives and business plan outcomes.
- Identify and mobilise opportunities for organic growth within the contract.
- Review KPI performance, providing insight and mitigation where required.
- Embed performance reporting into business‑as‑usual activity.
- Manage and review P&L budget lines, controlling costs and minimising financial risk.
- Ensure full compliance with contractual and commercial terms.
- Manage variations, including add/remove service requests.
- Work with finance partners to develop accurate forecasting and financial models.
- Identify and eliminate unnecessary costs and inefficient activity.
- Line manage site inspectors to ensure headlease inspections are delivered on time and to standard.
- Build strong, long‑term relationships with client stakeholders.
- Lead regular client meetings, ensuring value for money and service excellence.
- Coach, develop and motivate team members through change and growth.
- Provide strong leadership to ensure quality, safety and performance standards are consistently met.
Requirements
level 5
professional body
health & safety
commercial acumen
leadership
it literate
We are seeking an experienced Customer Success Manager to lead compliance, quality assurance and performance for a key client contract, ensuring contractual obligations are met, budgets are managed effectively and service excellence is delivered. A central part of the role is overseeing the delivery of scheduled Headlease Inspections for the Arch Co account while collaborating with the client and internal teams to drive continuous improvement, commercial value and long‑term partnership success.
The successful candidate will hold a recognised Level 5+ qualification in Facilities Management or a related field, have senior client‑facing experience managing multi‑site commercial operations, and possess strong leadership, commercial acumen and continuous‑improvement expertise, supported by excellent communication, analytical and IT skills.
- Recognised qualification in Facilities Management, Customer Service or Management (Level 5+).
- Membership of a relevant professional body (e.g., IWFM, RICS) – desirable.
- Relevant Health & Safety qualification – desirable.
- Proven senior client‑facing experience managing multi‑site commercial operations.
- Experience managing senior stakeholders and high‑profile clients.
- Strong leadership of operational and field‑based teams.
- Track record of continuous improvement and performance optimisation.
- Deep understanding of hard and soft FM services and contractor management.
- Commercial awareness: financial planning, P&L control, forecasting.
- Knowledge of compliance, quality management, health & safety and duty of care.
- Excellent communication and stakeholder engagement skills.
- Analytical, decision‑making and commercially astute.
- Resilient, adaptable and confident driving change in fast‑paced environments.
- IT literate with ability to present data and insights clearly.
Benefits
The Customer Success Manager role offers a salary of £55,000‑£60,000, a car allowance, bonus, pension, generous holidays and additional benefits, and is field‑based.
Training + Development
Interview process
Visa Sponsorship
Security clearance
Overview
Over 80%
Self-Delivery Coverage
Delivers the majority of its facilities services across the UK through a dedicated team of engineers and cleaners, showcasing operational efficiency.
1,800+
Connected Sites
Managed through its proprietary IoT platform, Helix, which aggregates real-time data, earning the company accolades like the Digital Impact Award.
Four awards
Operational Excellence
Consecutive RoSPA Gold awards highlight its commitment to safety and operational discipline, including a first-ever Gold for fleet safety.
- Financially fuelled by rapid tech adoption, it acquired BEMS in September 2020 to deepen in-house energy and control expertise.
- Typical projects blend hard services (M&E, refrigeration, BMS, building fabric) with soft services (cleaning, grounds, security) across sectors like retail, logistics and hospitality.
- Clients include major retailers and cooperatives, underpinned by a 24/7 UK-based helpdesk and a full-service integrated FM model.
Culture + Values
- Our values are based on the core principles of honesty, integrity, and respect.
- We promote a culture of collaboration, customer focus, and continuous improvement.
- We are committed to delivering excellence in every aspect of our business, from service delivery to customer relationships.
- We foster a supportive and inclusive environment that enables people to thrive and succeed.
Environment + Sustainability
2030
Net-Zero Emissions
Committed to achieving net-zero carbon emissions company-wide.
- Focused on reducing energy consumption and improving energy efficiency across all operations.
- Employs sustainable practices, including the use of eco-friendly technologies and reducing waste to landfill.
- Works closely with clients to reduce environmental impact through energy management and sustainability initiatives.
Inclusion & Diversity
40% Women Leadership
Gender Balance in Leadership
The company has increased the representation of women in leadership roles, demonstrating a commitment to gender diversity.
- Values diversity and inclusion as essential components of its business strategy.
- Actively promotes gender balance and has a strong focus on attracting and retaining a diverse workforce.
- Offers training and development programs to support career progression for underrepresented groups.