Client Relationship Manager

1 week ago


Melbourne, Victoria, Australia Aurex Group Limited Full time
Build and nurture strong client relationships

  • National Soft Services provider
  • Act as the primary point of contact

Company Overview:


Our client is a National Soft Services company, dedicated to delivering excellent facility management and soft service solutions to their clients.

With a commitment to innovation and client satisfaction, they are currently seeking a Client Relationship Manager in Melbourne. You will be instrumental in fostering strong client relationships and contributing to the overall success of the business.

Responsibilities:

  • Build and nurture strong client relationships to understand and exceed their unique needs.
  • Act as the primary point of contact
, fostering clear communication channels.

  • Lead the implementation of Customer Experience Standards, ensuring exemplary service delivery.
  • Recruit, train, mentor, and oversee the performance of concierge team members and supervisors.
  • Schedule concierge and popup concierge desks, providing adhoc assistance to the centre management team as needed.
  • Address escalated complaints and regularly review the complaints log to identify areas for improvement.
  • Revise and maintain the Customer Service Manual to reflect current best practices.
  • Supervise cash register operations, equipment rentals, lost property handling, and the maintenance of the shop directory systems.
  • Analyse customer and retailer feedback trends, proposing solutions to enhance overall satisfaction.
  • Manage the customer services budget efficiently.
  • Actively promote centre marketing initiatives, ensuring team members are wellversed in marketing strategies.
  • Execute customer experience projects such as temporary wayfinding enhancements.
  • Spearhead the development of innovative customer service initiatives.
  • Organize and manage monthly community events to foster engagement and goodwill.

Qualifications:

  • Bachelor's degree in Business, Management, or a related field.
  • Proven track record in client relationship management within the facilities services industry.
  • Retail facilities and operations experience would be desirable
  • Indepth understanding of facility management principles, practices and operations.
  • Exceptional communication, negotiation, and problemsolving skills.
  • Ability to thrive in a collaborative, fastpaced environment.


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