Technical Key Account Manager (Carrefour)

Location: Paris, France (approximately 70% field-based) Reporting to: Commercial Director France Role Overview The Technical Account Manager (TAM) is responsible for the operational, technical, and commercial performance of Carrefour, one of PCP's most strategic key accounts. Acting as the primary liaison between Carrefour and PCP, the TAM ensures exceptional service delivery, drives pest management excellence, strengthens stakeholder relationships, safeguards contract compliance, and identifies opportunities for growth and innovation.

This role combines the responsibilities of a Key Account Manager, Technical Consultant, and Operational Leader, requiring strong customer relationship management skills alongside deep technical expertise and commercial acumen.

Key Responsibilities

Strategic Account Management Serve as the primary point of contact for Carrefour at both operational and strategic levels. Build and maintain trusted relationships with stakeholders across all levels of the customer's organisation. Lead monthly business reviews and performance meetings. Present clear and actionable insights on service performance, infestation trends, risk mitigation, corrective actions, and improvement opportunities.

Manage customer escalations effectively and ensure timely resolution. Service Delivery & Operational Performance Own overall contract performance across all PCP business units supporting the account. Ensure service levels and contractual commitments are consistently achieved. Monitor technician attendance, service completion rates, missed visits, and recovery plans.

Drive accountability and continuous improvement across operational teams. Technical Pest Management Leadership Define and execute the pest management strategy for the Carrefour estate. Analyse infestation trends and proactively identify emerging risks. Lead eradication, containment, and prevention programmes. Provide technical guidance and support to field teams.

Conduct root cause analysis and implement corrective actions following pest incidents. Quality Assurance & Compliance Conduct regular site inspections and quality audits across the customer estate. Assess service quality, technician performance, documentation standards, treatment effectiveness, and regulatory compliance.

Ensure PCP standards and best practices are consistently applied. Recommendation & Risk Management Oversee all recommendations issued to the customer. Track implementation progress and prioritisation. Escalate overdue actions that may increase operational or pest-related risks. Ensure field teams consistently follow recommendation protocols and priority categories.

Coaching & Capability Development Support and coach technicians and operational teams. Identify training and development opportunities. Deliver customer-facing awareness and prevention training when appropriate. Foster a culture of continuous improvement and technical excellence. Commercial Growth & Innovation Manage contract revenue performance and profitability.

Identify opportunities for service enhancements, corrective works, upgrades, and additional business. Prepare quotations, proposals, and supporting business cases. Collaborate with PCP's Chief Technical Officer to pilot, evaluate, and implement innovative solutions across the Carrefour estate. Reporting & Data Analysis Analyse service, infestation, and performance data.

Develop dashboards and performance reports. Translate technical findings into meaningful operational and commercial insights. Provide data-driven recommendations to both PCP leadership and customer stakeholders. Candidate Profile Essential Experience Significant experience in pest control operations, facilities services, or technical service delivery.

Proven track record managing complex customer relationships and strategic accounts. Experience handling operational incidents and customer escalations. Strong understanding of service delivery management. Commercially minded with experience driving account growth. Essential Skills Fluent French (written and spoken). Strong technical knowledge of pest management and integrated pest control practices.

Excellent stakeholder and relationship management skills. Strong communication, presentation, and influencing abilities. High level of personal accountability and ownership. Strong analytical and reporting capabilities. Excellent organisational and project management skills. Desirable Fluent English. Why Join PCP This is a unique opportunity to lead one of PCP's most strategically important customer relationships within a rapidly growing international organisation.

The successful candidate will have a direct impact on customer satisfaction, operational performance, technical excellence, innovation, and commercial growth while working closely with senior leadership across the business.