Client Services Manager - Retail

The Wilson Group; New Zealand; On-site; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Company vehicle

Flexible roster

Perks Programme

Training & development

Health & Safety culture

Employee assistance program (EAP)

Job summary

The Wilson Group, operating through FIRST Security, is seeking a Client Services Manager to lead a Auckland-based client portfolio and support a field team of security officers. You will drive service excellence, build strong client partnerships, and shape service plans that align with business goals.

We value a hands-on leader with 2+ years in client-facing roles, strong communication skills, and the ability to navigate multiple stakeholders while ensuring safety and quality standards are met.

Qualifications

• Minimum 2+ years’ leadership experience.
• Minimum 2+ years in a client service or customer-facing role.
• Security or service sector experience (advantageous).
• Strong communicator with interpersonal and negotiation skills.
• Proficient with staff management systems.
• Valid COA or able to obtain one.
• Full NZ Driver Licence.
• Ability to pass MOJ criminal checks.

Responsibilities

• Manage a portfolio of Auckland-based clients.
• Be the first point of contact for support, escalation, and service delivery.
• Champion the customer voice internally and ensure promises are delivered.
• Lead, motivate, and support your team in the field.
• Build strong relationships with internal and external stakeholders.
• Drive financial performance and create strategic service plans.
• Complete operational, incident, and quality assurance reporting.

Skills

Leadership

Client service

Communication

Negotiation

Tech literacy

Tools

Staff management systems

Job description

Client Services Manager - Retail

Company : The Wilson Group
Job Type : Full Time New Zealand
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Job Description - Client Services Manager - Retail

Are you quick-thinking, people-focused, and great at building relationships? Looking for a role where every day is different?

We’re FIRST Security, New Zealand’s market leader in protective security. We have an exciting opportunity to join our team! We are looking for an experienced Client Services Manager to join us in Tāmaki Makaurau (Mt Wellington - Auckland). This is a key role responsible for elevating the customer experience, strengthening client partnerships, and supporting a team of security officers across multiple sites.

What you’ll do

• Manage a portfolio of Auckland-based clients
• Be the first point of contact for support, escalation, and service delivery
• Champion the customer voice internally and ensure promises are delivered
• Lead, motivate, and support your team in the field
• Build strong relationships with internal and external stakeholders
• Drive financial performance and create strategic service plans
• Complete operational, incident, and quality assurance reporting

What we’re looking for

• 2+ years’ leadership experience
• 2+ years in a client service or customer-facing role
• Security or service sector experience (advantageous)
• Strong communicator with excellent interpersonal and negotiation skills
• Tech-savvy with the ability to use various staff management systems
• Current COA (or ability to obtain one)
• Full NZ Driver Licence
• Ability to pass MOJ criminal checks

What you’ll get

• Competitive salary + company vehicle
• Flexible roster based on business needs (not strictly Mon-Fri)
• Access to our Perks Programme (retail, fuel, grocery discounts + more)
• Ongoing training and development
• Strong Health & Safety culture with regular welfare checks
• Access to EAP, counselling, budgeting support, and discounted fuel for your whānau

First Security is part of the Wilson Group.

At FIRST Security, you’ll be part of a supportive, people-focused team with opportunities to grow. Ready for your next challenge?

About the Company

The Wilson Group

Wilson Group looks after what matters most to you across four business focus areas: Parking, Security, Health and Storage.