• Deliver & implement client services programs to assist Franchisees in maximizing business potential.
• Promote Company programs, products and services to client network.
• Conduct periodic follow-up surveys and/or evaluations to evaluate & measure service impact and modify programs, as needed.

Relationship Management

• Serve as primary Franchisee support staff in designated territory

1. Assure seamless Client transition from sales to service.
2. Assist in opening franchise locations.
3. Effectuate transfers and renewals.
4. Conduct periodic and routine franchise file audits, insurance coverage audits and payment audits, where necessary.
5. Other on-going Client support duties, as needed.

• Establish self as primary liaison & feedback loop via regular communication between the Company and its clients regarding Franchisee needs & Company capabilities.
• Coordinate, schedule and facilitate regular local, regional and national group meetings, professional development sessions and awards presentations.

Business Practices Consulting

• Collect, sort, analyze and package data into useable business intelligence to meet client service needs.
• Consult with clients regarding business operations at a basic business practices level & know when to call for assistance of SVP, Client Services.

Company & Departmental Support

• Execute strategy & tactics to manage Company & departmental goals while holding self accountable for results.
• Assist in build-out of cohesive, results-focused, team-oriented Company & departmental environment.
• Assist in development of Company & departmental standards, policies and practices that ensure SOP across client base.
• Nourish and sustain client perception of value of affiliation with Company – be a “Brand Ambassador.”

Knowledge, Skills, Abilities & Attributes  

• Familiarity with a variety of functional area concepts, practices, and procedures, including customer service, sales, marketing, finance and information technology.
• Ability to form & sustain productive relationships with clients, managers, peers, subordinates and others.
• Solid public speaking & group presentation skills
• Self-motivating, self-starter
• Ability to drive tasks from conception to completion.
• Results oriented.
• Habitually attentive to detail.
• Thrives on challenge.
• Creative problem-solving skills.
• Works well under pressure.
• Ability to simultaneously execute disparate tasks.
• Flexibility to travel as needed
• Proficiency with Microsoft Office programs.

 Experience  

• 3 to 5 years’ general business experience, preferably at a managerial level, in customer service, sales, marketing, finance or information technology function.
• Familiarity with service program development, delivery & implementation in a services business. Residential real estate appraisal or franchise-related services experience preferred.
• Progressive leadership assignments and proven record of accomplishment in chosen field.

 Education, Certification & Licensure

• Bachelor’s degree in relevant field from accredited institution required. Master of Business Administration or other relevant graduate degree highly desirable.
• Customer service or training / education certification desired.
• Residential real estate appraisal licensing preferred.