Job Description

Overview
We're looking for a global Senior Account Management Leader who will serve as a trusted partner for one of our most important client relationships. In this role, you'll oversee a high performing team servicing a global office occupier portfolio of over 300 locations in more than 30 countries across multiple services lines including transaction management, facilities management, lease administration, project management, and workplace strategy. The Senior Account Management Leader is the go-to partner, ensuring that Avison Young's real estate solutions are seamlessly integrated and aligned with the client's overall business objectives. Reporting through our Occupier Services function, you will have the opportunity to materially impact the success of a key client by delivering exceptional service across all operational areas.
Responsibilities
Client Leadership & Governance

• Act as the primary client interface, building trusted advisor relationships with senior stakeholders.
• Lead governance frameworks and business reviews on a regular cadence
• Monitor client satisfaction through structured feedback programs and implement corrective actions.
• Serve as a trusted steward of the client's business, ensuring all real estate strategies, decisions, and initiatives align with broader organizational goals, financial objectives, and risk management principles.
• Prepare and deliver executive-level presentations on portfolio performance, strategic initiatives, and business alignment.

Program & Project Oversight

• Develop and maintain a comprehensive Account Playbook covering processes, deliverables, and technology tools.
• Oversee transaction and project management processes, ensuring compliance with client requirements.
• Approve and manage customized documentation for scope, budget, and timelines.
• Provide strategic oversight of global lease administration, ensuring accuracy, compliance, and process excellence through leadership of a dedicated team managing portfolio data, invoicing, and landlord relationships.
• Monitor portfolio performance including occupancy, cost, utilization, and sustainability metrics.
• Drive portfolio optimization strategies such as consolidation, expansion, and exit planning.

Business Unit Relationship Management

• Lead and oversee a dedicated team responsible for engaging business unit leaders, ensuring alignment between real estate strategies and core business objectives.
• Drive value realization and relationship management, ensuring business units understand portfolio opportunities, cost optimization strategies, and workplace enhancements.

Operational Excellence

• Establish and track KPIs, SLAs, and benchmarks to measure performance and drive continuous improvement.
• Implement standardized documentation, lease policy checklists, and process guidelines.
• Deliver data-driven insights and reporting to support strategic decision-making.

Vendor & Contract Management

• Manage the Master Services Agreement (MSA) and ensure adherence to contract terms.
• Lead quarterly business reviews (QBRs) and continuous improvement initiatives with the service provider.
• Resolve escalated issues and ensure service recovery plans are implemented when needed.

Financial & Risk Management

• Manage account P&L, ensuring profitability and contract compliance.
• Identify and mitigate operational and contractual risks.
• Support contract renewals and scope expansions through value demonstration.

Team Leadership

• Lead and mentor a cross-functional team, fostering a culture of collaboration and accountability.
• Drive talent development and succession planning
• Promote best practices in governance, change management, and client engagement.
• Champion a culture of innovation, leveraging emerging technologies, AI-driven solutions, and best practices to continuously enhance service delivery and create value for the client.

Qualifications

• Education: Bachelor's degree in Business, Real Estate, or related field; MBA or PMP preferred.
• Experience: 12+ years in corporate real estate, account management, or PMO leadership with a proven track record of managing complex, multi-service accounts.
• Location: This position will primarily be based in Toronto to maintain proximity to key stakeholders.

Preferred Certifications:

• CoreNet Global MCR (Master of Corporate Real Estate)
• LEED, WELL, or other sustainability credentials

Skills:

• Strategic relationship management and executive-level communication.
• Expertise in program governance, KPI frameworks, and financial oversight.
• Strong analytical and problem-solving capabilities.
• Proficiency in program management tools (Smartsheet, MS Project), IWMS platforms, data analytics tools, and reporting platforms.

Our Equal Opportunity Commitment
Avison Young practices as an equal opportunity employer in all services locations around the world. We are committed to building and maintaining a workforce diverse in experience, skills and knowledge with uniformity in service excellence, commitment and integrity.
The firm maintains a strict policy to ensure employment opportunities are equal and do not discriminate based on race, color, religion, creed, age, sex, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, protected veteran or military service status, or any other elements protected by law.
Avison Young welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates during the recruitment process. For those requiring assistance, information relating to the need for accommodation and accommodation measures will be addressed confidentially.
Avison Young is committed to employing the best talent with the most fair and equitable recruitment practices. Apply with us TODAY!

Skills Required