Customer Relationship Manager and Trainer

About the Company

Join a reputable New Zealand-based integrated facility services franchise that prides itself on exceptional customer service and quality assurance. Their well-structured delivery system distinguishes them as market leaders, serving numerous public and private sector clients nationwide.

Role Overview

This position combines Customer Relationship Management with in-depth training responsibilities across the Wellington region. Reporting directly to the Regional Manager, you will act as a vital connector between clients, franchisees, and corporate headquarters. Your primary focus will be overseeing the financial and operational success of customer contracts to ensure client expectations are consistently met.

You will foster strong partnerships with client sites, offer value-added services to both new and existing customers, and support franchisee teams by delivering comprehensive training designed to enhance their knowledge and operational capabilities.

Key Responsibilities

• Build and sustain trusting relationships with clients to boost satisfaction and retention.
• Identify and pursue new business opportunities arising from client engagement alongside working with the sales team.
• Understand the franchise business model to improve franchisee performance and provide effective motivation and training.
• Coordinate and manage training programs for franchisees, including shadowing and refresher courses.
• Serve as the communication conduit between clients and franchisees to ensure seamless service and address any issues promptly.
• Conduct regular quality audits to maintain service standards and implement continuous improvements.

Candidate Profile

• Experience in service delivery sectors like cleaning, facilities management, hospitality, or trades is highly valued.
• Proven background in coaching, training, or inducting staff, preferably within franchise or multi-location organizations.
• Strong relationship-building and influencing skills across all organizational levels.
• Excellent communication, negotiation, and time management abilities.
• Proactive, hands-on approach with a sincere commitment to training effectiveness and service excellence.

Perks and Benefits

• Competitive remuneration package with additional benefits including a company vehicle, fuel card, and work tools.
• Field-based role offering flexible schedules within the Wellington area.
• Supportive and people-oriented team environment.
• Ongoing investment in personal and professional development opportunities.