Job Description

Account Manager

Short Summary:

Own a customer portfolio, build lasting relationships and work closely with franchisees to deliver consistent service quality across Auckland.

Bullet Points:

• Join an award-winning leader in integrated facilities services
• Take ownership of customer relationships, retention and service quality
• Work with great people in a supportive team that feels like family

About the Company

We are delighted to be partnering with a New Zealand integrated facilities services provider, operating through an award-winning franchise model with a strong focus on customer service and quality assurance.

The business supports customers through local service delivery, bringing together operations, client relationship and franchise support teams to maintain consistent standards. Reliable cleaning services and lasting customer relationships are central to its approach, with Account Managers playing an important part in ensuring customers feel supported and see the value of their facilities partner.

About the Role

The Account Manager will take ownership of a customer portfolio across three connected areas: account management, quality assurance and franchisee support. You'll understand what each customer needs, communicate those expectations clearly to franchisees and ensure service standards are consistently met.

Through regular customer contact and site visits, you'll identify concerns early, agree practical improvements and follow through until issues are resolved. You'll also recognise changing customer needs and opportunities to provide additional services where relevant.

This is a hands-on role, balancing an average of 20 site visits per week with customer follow-ups, franchisee support and administration. Success will be measured by strong customer retention, consistent service quality and your ability to manage the portfolio proactively.

What You'll Do

• Build trusted customer relationships through regular, meaningful contact, understanding priorities and addressing concerns before they escalate.
• Complete detailed site assessments, agree corrective actions and follow through to ensure improvements are sustained.
• Coach and support franchisees, clearly communicating customer expectations and addressing performance gaps constructively.
• Take ownership of complaints and service issues, coordinating support and keeping customers informed through to resolution.
• Plan site visits, follow-ups and administration efficiently, maintaining clear oversight of outstanding actions.
• Understand customers' changing needs, reinforce the value of the service and identify relevant opportunities to provide additional support.

About You

• Account Management Experience: You've managed a busy customer portfolio and taken responsibility for retaining customers. You can demonstrate how you've protected or recovered a customer relationship. Commercial cleaning or facilities experience would be a bonus.
• Communication & Relationships: You build rapport with different personalities and adapt your approach to customers and franchisees. You're comfortable having difficult conversations while maintaining trust and keeping relationships constructive.
• Quality & Follow-through: You have a strong eye for detail and the confidence to address service gaps. You take ownership of issues and stay involved until agreed improvements have been delivered.
• Commercial Understanding: You're interested in what matters to each customer and can communicate the value of a reliable service. You recognise when additional services could meet a customer's needs and strengthen the relationship.
• Organisation & Initiative: You plan your week carefully, balance competing priorities and keep track of commitments. You work independently, act without being chased and do what you say you will.

What's in it for you?

You'll be joining a passionate, experienced and hardworking team that takes pride in delivering reliable, consistent services. The culture is compassionate, people-focused and supportive, with a strong sense of belonging and care for both clients and colleagues.

You'll have ownership of your portfolio and the opportunity to make a visible difference to customer relationships, franchisee performance and service quality.

Apply now or contact Jessica Walker from Walker Smith for a confidential conversation.

Jessica@walkersmith.co.nz

021 240 0284