Customer Relationship Manager and Trainer

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: This is a hybrid Customer Relationship Manager & Trainer role covering the Wellington region. Reporting to the Regional Manager, you will be the critical link between clients, franchisees, and head office. You will oversee the financial and operational performance of customer 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. You will also 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.

Responsibilities

Reporting to the Regional Manager, act as the critical link between clients, franchisees, and head office; Oversee the financial and operational performance of customer contracts, ensuring they align with client expectations; Promote core business activities by building strong relationships with customer sites in your portfolio and delivering value-added services to potential and existing clients and franchisee teams; Provide operational franchise support and comprehensive training for all staff, including new and existing franchisees; Client Relationship Management: Establish and maintain strong relationships with clients, building trust and rapport quickly; Sales Support: Leverage client interactions to identify and generate leads for the business; Franchise Support: Gain a solid understanding of the franchise model to optimise the performance of franchisees; Training Coordination: Schedule and oversee training for franchisees, including shadow training and refresher sessions; Client and Franchisee Communication: Act as a liaison between clients and franchisees, ensuring clear communication and feedback; Quality Assurance: Conduct regular quality audits to ensure cleaning services meet required standards

Requirements

Confident building relationships and influencing at all levels; Strong communication, negotiation and time management skills; A proactive, hands-on approach with genuine care for training outcomes and service quality

Nice to have

Background in service delivery highly regarded, including cleaning, facilities management, hospitality or trades backgrounds; Experience training, coaching or inducting staff, ideally within a franchise or a multi-site environment

Benefits

Competitive salary plus company car, fuel card, and tools of trade; Field-based role with flexibility across the Wellington region; Supportive, people-focused team culture; Genuine investment in your ongoing training and development