Strategic Client Success Lead

Pointer Strategy; Auckland; On-site; NZD 73,000 - 83,000; Full time

Job summary

Auckland City Foodtalk Limited is seeking a Client Relations Manager in Auckland to build and maintain long‑term relationships with clients, ensure satisfaction with company products and services, and support business growth through effective account management and client engagement strategies.

The role requires leading client service policy development, coordinating with production, warehouse, logistics and sales, and guiding client-facing staff to uphold high standards of service quality.

Qualifications

• Diploma or Degree in Business, Management, Marketing, Communications, Education Management or a related field, OR
• Minimum 3 years of experience in client relationship management, customer service management, account management, or a similar client-focused role.
• Demonstrated ability to monitor service quality, analyse client feedback, and implement service improvement initiatives.
• Experience in supervising, guiding, or training client-facing staff to maintain consistent service standards.
• Strong communication, interpersonal, negotiation, and conflict-resolution skills.
• Strong organisational and problem-solving skills, with the ability to manage multiple priorities and client matters effectively.

Responsibilities

• Develop and implement client service policies, procedures and standards to ensure consistent and high-quality customer service across the business.
• Manage and maintain strong relationships with key customers, distributors, wholesalers, retailers and other business clients.
• Oversee client service operations, including customer enquiries, orders, service requests, feedback and complaints.
• Liaise with production, warehouse, logistics and sales teams to ensure customer requirements, order specifications and delivery expectations are effectively communicated and fulfilled.
• Monitor customer service performance and implement improvements to enhance service quality, customer satisfaction and client retention.
• Manage and resolve escalated customer complaints relating to products, orders, deliveries and service issues, ensuring appropriate investigation and follow‑up.
• Develop and maintain procedures for collecting, reviewing and responding to customer feedback.
• Analyse customer feedback, service performance and client relationship data, and prepare reports and recommendations for senior management.
• Establish customer service standards and monitor the performance of client‑facing staff to ensure consistent and professional service delivery.
• Provide guidance and training to client‑facing staff on customer service standards, communication procedures, complaint handling and client relationship management.
• Coordinate with internal departments to resolve customer issues and ensure timely and effective delivery of agreed customer solutions.
• Maintain and ensure client records, communications, agreements and service documentation are accurate and up to date.
• Identify opportunities to improve customer service processes and strengthen long‑term relationships with key clients.
• Participate in client meetings and service reviews to understand customer requirements and address service performance issues.
• Ensure client service activities comply with company policies, food industry requirements, privacy obligations and relevant regulatory standards.

Skills

Client relationship management

Customer service management

Account management

Communication

Negotiation

Conflict resolution

Organisational skills

Problem solving

Education

Diploma or Degree in Business, Management, Marketing, Communications, Education Management or related field

Job description

Auckland City Foodtalk Limited is seeking a Client Relations Manager in Auckland to build and maintain long‑term relationships with clients, ensure satisfaction with company products and services, and support business growth through effective account management and client engagement strategies.

The role requires leading client service policy development, coordinating with production, warehouse, logistics and sales, and guiding client-facing staff to uphold high standards of service quality.