Customer Account Manager - ICS Division

Job Title: Customer Account Manager – ICS division

Location: Stillorgan, Ireland

Department: Customer service

Reports To: Customer Service Department Manager

About Elis

Elis is a leading international multi-service provider, delivering high-quality textile, hygiene, and facility services across a variety of sectors, including hospitality, healthcare, and industry. In Ireland, we partner with hotels, restaurants, and other hospitality providers to deliver tailored solutions that combine operational efficiency, reliability, and sustainability.

At Elis, we value our people and offer:

• Competitive salary with performance-based incentives
• Opportunities for professional growth and development
• A supportive, collaborative, and client-focused work environment

Role Overview

The Customer Account Manager – ICS will manage and grow a portfolio of strategic clients, ensuring exceptional service, retention, and revenue growth. You will act as the main point of contact for individual customer accounts, understand their specific operational needs, and work closely with internal teams to deliver tailored Elis solutions that enhance client satisfaction and loyalty.

Key Responsibilities:

• Manage a portfolio of strategic hospitality clients, building strong, long-term relationships.
• Act as the primary point of contact for client inquiries, issues, and service requirements.
• Responsible for allocated account region retention and growth of that customer base.
• Identify upcoming contract renewals, negotiate renewal terms and retain existing business
• Contract completion of customer renewal
• Ordering of stock for customers
• Develop and implement account strategies to grow revenue and increase client engagement.
• Collaborate with operations, sales, and service delivery teams to ensure seamless service delivery.
• Monitor account performance, KPIs, and client feedback to drive continuous improvement.
• Prepare and present reports, proposals, and business reviews to clients and senior management.
• Proactively resolve client issues while maintaining a high standard of service.
• Achieve internal KPI’s such as monthly credits, and debt collection
• Work closely with Customer support agent and drivers allocate to region in order to provide seamless customer experience

Skills & Experience Required

• Proven experience in account management within the ICS industry advantageous
• Clean valid driving licence
• Confident driving 70-80% of time to customer visits
• Strong understanding of client relationship management and strategic account development.
• Excellent communication, negotiation, and interpersonal skills.
• Strong problem-solving skills and ability to manage multiple priorities.
• Analytical mindset with experience using CRM systems and reporting tools.
• Self-motivated, proactive, and results oriented.
• Experience with textile, linen, or facility service solutions is a strong advantage.

Join Us

At Elis, we help hospitality providers focus on what matters most — delivering exceptional guest experiences. If you are a client-focused professional with hospitality experience and a passion for relationship management, we’d love to hear from you.