Service & Growth Director

Aotearoa New Zealand Association of Social Workers; Auckland; On-site; NZD 89,000 - 121,000; Full time

Job summary

Century 21 New Zealand is seeking an experienced Service & Growth Director to support our franchised network across New Zealand. The role focuses on franchisee service, performance coaching and driving growth through recruitment and new opportunities.

The position requires strong real estate industry experience, relationship-building and the ability to travel regularly within New Zealand. Auckland-based role with lead responsibilities across the network.

Qualifications

• Mandatory real estate industry experience.
• Experience in agency leadership or franchise operations.
• Strong ability to coach, guide and hold teams to actions.

Responsibilities

• Build strong, trusted relationships with franchise owners and their teams.
• Act as key liaison between franchisees and corporate team.
• Conduct regular office visits, performance reviews and check-ins with franchisees.
• Understand each franchisee's business, objectives and challenges.
• Review office performance metrics and establish objectives, targets and KPIs.
• Provide practical coaching and access to training, technology and corporate resources.

Skills

Real estate experience

Agency leadership

Franchise operations

Business performance

Coaching

Relationship building

Communication skills

Travel willingness

Job description

$105,000 per year kiwi inclusive plus commissions

Are you an experienced real estate professional who understands what agency owners need to operate, improve and grow a successful business?

Century 21 New Zealand, is seeking an experienced Service & Growth Director to support our New Zealand franchise network.

At the heart of this role is franchisee service.

Your primary responsibility will be to work closely with our existing franchise owners and their teams, providing regular support, performance guidance, coaching and practical assistance to help them get the most from their business and their relationship with our brands.

Alongside this core service function, you will also contribute to the growth of our network, supporting agent recruitment within existing offices and identifying opportunities for new franchise offices across New Zealand.

About the Role

As Service & Growth Director, you will act as a key connection between our New Zealand franchise network and the corporate team.

You will manage relationships with an allocated portfolio of franchised offices, developing a strong understanding of each business and providing proactive, consistent and commercially focused support.

A significant part of your role will involve being present within the network – meeting with franchise owners, frequent office visits, reviewing performance, identifying areas where additional support is required and ensuring agreed actions are followed through.

You will work collaboratively with franchisees to improve business performance, strengthen their teams, maximise the tools and resources available through the network and help them achieve their individual business objectives.

In addition to service you will support the continued growth of the network by assisting offices with agent recruitment and identifying and progressing suitable new franchise opportunities.

This is a hands-on, relationship-driven position and regular travel throughout New Zealand will be required, including occasional overnight stays.

Key Responsibilities

Franchisee Service & Performance

Your primary responsibilities will include:

Build strong, trusted and productive relationships with franchise owners and their teams.

Act as a key point of contact between franchisees and the corporate team.

Conduct monthly in-person office visits, formal performance meetings and ongoing franchisee check-ins.

Develop a strong understanding of each franchisee's business, objectives, challenges and opportunities.

Review office performance across key business measures including revenue, GCI, listings, conversion rates, operating plans and other relevant metrics.

Work with franchisee to establish and regularly review business objectives, sales targets, listing targets and KPIs.

Identify opportunities to improve office performance, productivity and profitability.

Deliver practical coaching, guidance and tailored business support to franchise owners and their teams.

Identify training requirements and connect offices with appropriate training, technology, systems and corporate resources.

Support offices in effectively implementing network initiatives, technology, marketing campaigns and brand partnerships.

Monitor franchisee reporting requirements and follow up outstanding actions where required.

Support franchisees in meeting their obligations under their franchise agreements, network policies, procedures and systems.

Facilitate regional meetings, webinars, Careers Evenings, training sessions and other network initiatives.

Gather feedback from franchisees and communicate opportunities to improve the support and services provided by Corporate.

Support franchise agreement renewals and assist with onboarding and offboarding where required.

Represent Century 21 as a professional brand ambassador within the network and broader real estate industry.

Network & Office Growth

As a secondary focus, you will also:

Work with existing franchisees to identify opportunities to increase the number of salespeople within their offices.

Support offices with agent recruitment and retention initiatives.

Identify potential new franchise opportunities within the New Zealand market.

Build relationships with prospective franchisees and real estate business owners.

Conduct or facilitate franchise presentations with prospective franchisees.

Work with the corporate team to progress suitable opportunities through the franchise recruitment process.

Contribute to the sustainable growth and overall strength of the Century 21 and Better Homes and Gardens Real Estate networks.

What We're Looking For

Real estate industry experience is mandatory for this position.

We are looking for someone who understands the day-to-day realities of running a real estate business and, importantly, enjoys working with business owners and helping them succeed.

The successful candidate will ideally have:

Strong experience within the real estate industry.

Experience in agency leadership, franchise operations, business performance, coaching or network support.

A strong service mentality and the ability to build long-term relationships with franchise owners.

The commercial capability to review a business, identify opportunities and help owners implement practical improvements.

Excellent relationship-building and stakeholder management skills.

The confidence and credibility to work directly with principals, business owners and sales teams.

Strong communication, presentation and influencing skills.

The ability to coach and guide others while holding them accountable to agreed actions and objectives.

An understanding of the key drivers of a successful real estate office.

A sound understanding of New Zealand real estate industry requirements.

Business development capability and the confidence to engage with prospective franchisees when required.

The ability to work autonomously while remaining highly connected with the wider corporate team.

A willingness and ability to travel regularly throughout New Zealand.

Applicant and position to be Auckland based

Why Join Us?

This is an opportunity to play an important role within an international real estate brand, with your primary focus being the success and strength of the franchisees already within our network.

You will have the opportunity to build genuine relationships with business owners, help offices improve their performance, strengthen their teams and ensure franchisees receive consistent, valuable support from the network.

At the same time, you will have the opportunity to contribute to the future growth of Century 21 across New Zealand.

If you are an experienced real estate professional who is passionate about supporting people, improving businesses and building strong franchise relationships, we would love to hear from you.