Name: Willie Campbell
Job title: Customer relationship director – facilities management at BAM UK & Ireland
What I do: As customer relationship director at BAM UK & Ireland, I lead strategic engagement with our key clients, both internal and external. BAM FM manages around 27 to 28 major client accounts across the group. My role involves working closely with these clients to support them in achieving their goals, whether that’s reaching net zero targets by reducing energy consumption, overseeing the installation and management of renewable energy solutions such as solar panels, or helping to minimise water usage and waste. A key part of my job is aligning service delivery with what our clients need, resolving challenges, and identifying opportunities for retention, growth and collaboration.
Why I got into the property industry: I started my career as a mechanical and electrical engineering apprentice, working in industrial and commercial environments. Over time, I moved into building and site installation and maintenance with Haden, part of the BICC Group, which later became Balfour Beatty. I was drawn to the property industry because it offered a more tangible environment where the results of my work were clear. I could see the direct impact of what we were delivering for clients and communities while engaging with customers and building relationships.
How I did it: My journey has been very hands-on. I began on the tools, spending my time on site and learning the fundamentals of engineering and maintenance. From there, I worked my way up, taking on more responsibility through roles such as supervisor, service manager, and branch manager. Each step gave me greater exposure to client relationships and strategic planning. The practical experience I gained in those early years provided a strong foundation for the leadership role I have today.
My first big break: My first real turning point came when I was promoted to senior engineer and then supervisor. Until then, my focus had been purely on completing jobs: you arrive, fix the issue, move on to the next task. Moving into a supervisory role exposed me to a wider world of client engagement, including pricing, planning and managing expectations. It gave me the confidence to lead at a higher level and set me on the path to more strategic roles.
My inspiration(s): Over the years I’ve been inspired by many leaders, but the person who had the greatest impact on me was James Coyne, my first director at Haden. James recognised potential in me early on and encouraged my move into management. Recently, after nearly 30 years, I had the chance to reconnect with him and some former colleagues. It was a reminder of the value of lasting relationships and the importance of those who support you on your career journey.
The biggest challenge I’ve encountered to date: The biggest challenge has been navigating client expectations. In the past, contractors were often seen as transactional – there to complete a job and move on. Thankfully, the industry has evolved and there is now a greater focus on partnership and collaboration. However, it’s still vital to manage expectations carefully and build trust over time. On a personal level, the challenge of spending long periods away from home has been significant. This is something many people in our industry experience and while it comes with the territory, it is never easy.
My greatest achievement/proudest moment to date: My career progression into director-level roles was never part of a grand plan. It happened gradually as I grew and developed through experience and support from people around me. BAM has supported my career journey by giving me the opportunity to lead important customer relationships, which has sharpened my ability to drive contract retention and key account growth. Through close collaboration with senior leaders in our business, I’ve gained valuable experience in aligning operational delivery with client expectations.
I take great pride in being able to make a difference, not only for our clients but for the people I work with. Helping others progress in their own careers and providing opportunities for them to succeed is incredibly rewarding.
My biggest screw-up: When you work in a high-pressure environment, it’s easy to forget that colleagues may be dealing with personal challenges outside of work. Early in my career, it taught me to listen more and assume less, a lesson I’ve carried with me ever since.
On a lighter note, I once worked a night shift installing an air conditioning system on a store roof. We were connecting a new condenser to the manager’s office below, or so we thought. When we lifted the roof panel, instead of seeing the office ceiling, we were greeted by the bright lights of the fresh produce aisle, specifically, the red peppers. It was a memorable mistake and an early home time that night!
The biggest misconception people have about the property industry: Many people see facilities management as purely reactive: waiting for something to break and then fixing it. In reality, modern FM is highly proactive and strategic. At BAM FM, we use a “find and fix” methodology, empowering engineers to identify and resolve issues before they escalate.
Another misconception is that project delivery and maintenance operate in silos. The best results come when these teams work together from the start to ensure compliance, maintainability and lifecycle planning. Outsourcing is also often misunderstood. With the right partner, outsourcing actually gives organisations more control, thanks to specialist expertise and robust reporting.
My biggest bugbear about the industry/the one thing I would change: Too often, property services are delivered in silos: maintenance, servicing, projects and energy services are treated as separate entities. This fragmented approach leads to inefficiencies and missed opportunities. The industry needs to adopt a more integrated mindset, breaking down barriers between functions to deliver seamless services for clients.
Another area where change is needed is digital adoption. While other sectors have embraced automation and data-driven tools, property services have been slower to evolve. A reactive mindset still dominates the industry, but improved technology could transform compliance tracking, reporting and predictive maintenance, making operations more transparent and efficient.
Where I’d like to be in five years’ time career-wise: Looking ahead, I would like to lead a national client strategy team, shaping how BAM FM engages with customers and delivers services across the UK. My focus is on creating a consistent, integrated approach that drives value for clients and strengthens our position as a trusted partner.
My main career goals right now: My current priorities are to raise BAM FM’s profile internally and externally, strengthen our relationships with key clients and expand our footprint through strategic partnerships. I’m passionate about ensuring that our services are recognised for their quality and innovation.
Who I’d invite, living or dead, to a dinner party: I would love to invite Sir David Attenborough. His wisdom and storytelling have inspired generations and I’ve always admired his ability to connect people with the natural world in such a powerful way. I’d also choose Sir Ranulph Fiennes, the legendary explorer. His determination and courage are remarkable and I’d be fascinated to hear about his adventures, particularly his expeditions to some of the most challenging places on Earth. Both of these men have pushed boundaries in their own fields, one through exploration, the other through education and conservation.
What I do in my downtime: Outside of work, I manage a semi-professional football team, and train with local boxing clubs. Most importantly, I value spending time with my family, especially my granddaughter. The nature of my role means I travel a lot during the week, so it’s important to make the most of family time when I’m home.
The job I’d be doing if I wasn’t doing this: If I hadn’t gone into the property industry, I would have loved to be a full-time professional footballer. I’ve spent much of my life coaching and managing at semi-professional level, which has been a fantastic experience in its own right.
My advice for someone just starting out: Work hard, apply yourself correctly. Listen to those with experience and don’t be afraid to ask questions. Build genuine relationships and treat people with respect. This industry rewards those who invest in others and focus on long-term trust.
My motto/mantra: “Treat people with respect, lead with integrity. Listen with intent and allow people to flourish and grow. Relationships build reputations.”
