Customer Relationship Manager

Customer Relationship Manager

About The Company

Come and join a well – established, New Zealand Integrated Facility Services company. The business is an award-winning franchise-based company who have a key focus on customer service and quality assurance.

Their robust structure and system of delivery sets them apart from their competitors, making them industry leaders within the New Zealand market. Large private and public sector organisations all over New Zealand utilise their services day in and day out.

About The Role

As the Customer Relationship Manager for the Wellington region, you will have a dual focus.

First, you will oversee the financial and operational performance of contracts, ensuring they align with client expectations. Your role will involve promoting core business activities by building strong relationships with customer sites in your portfolio and delivering value-added services to both potential and existing clients, as well as franchisee teams.

Second, you will be dedicated to operational franchise support, providing comprehensive training for all staff, including new and existing franchisees. By investing in their development, you will equip franchisees in your region with the knowledge and skills necessary to thrive.

Key Responsibilities

• Client Relationship Management: Establish and maintain strong relationships with clients, building trust and rapport quickly. Understand and respond to their needs to ensure satisfaction and loyalty.
• Sales Support: Leverage client interactions to identify and generate leads for the business. Understand the sales process and collaborate with the sales team to drive growth.
• Franchise Support: Gain a solid understanding of the franchise model to optimise the performance of franchisees. Motivate and influence franchisees to excel and provide them with effective training and support.
• Training Coordination: Schedule and oversee training for franchisees, including shadow training and refresher sessions. Ensure franchisees are well-prepared to deliver high-quality service.
• Client and Franchisee Communication: Act as a liaison between clients and franchisees, ensuring clear communication and feedback. Monitor service delivery, address issues, and implement solutions to maintain high standards.
• Quality Assurance: Conduct regular quality audits to ensure cleaning services meet required standards. Address any deficiencies and work to continuously improve service quality.

About You

• Experience in the service industry with a solid understanding of service delivery and client interaction.
• Strong interpersonal skills with the ability to make a positive impression and build rapport effectively.
• Familiarity with the sales process and ability to leverage client relationships for business development.
• Knowledge of the franchise model is advantageous. Ability to motivate, influence, and communicate effectively.
• Previous experience in training or coordinating training programs is a plus
• Proactive problem-solving skills with a focus on maintaining high service standards.

Culture

This is a passionate, experienced, and hard-working team who take pride in their reliable and consistent services. They have a compassionate and people focused company culture that feels like family. They are exceptionally supportive, and pride themselves on their exceptional customer care and services.

Wanting to take this next step to elevate your sales career? Apply Now or get in touch with Jessica Walker on ***email_hidden*** | 0212446405