Client Relationship Manager

7 hours 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 pop-up concierge desks, providing ad-hoc 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 well-versed 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
- In-depth understanding of facility management principles, practices and operations.
- Exceptional communication, negotiation, and problem-solving skills.
- Ability to thrive in a collaborative, fast-paced environment.

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