Brand Compliance & Customer Experience Specialist

Home Franchise Concepts; Flower Mound (TX); Hybrid; USD 60,000 - 78,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

FSAs/HSAs

Discretionary bonus

401(k) with company match

10 paid holidays

Job summary

Home Franchise Concepts in Flower Mound, TX is seeking a Brand Integrity Specialist to support a multi-brand franchise system. You will be the main contact for franchisee inquiries, ensuring adherence to brand standards and contractual requirements while aiding the compliance team’s audit programs.

Reporting to the Compliance Director, you will help identify process improvements, educate franchisees, maintain Salesforce case records, and collaborate with cross-functional teams.

Qualifications

• Bachelor’s degree or Associate degree or equivalent work experience.
• 2–4 years of experience in customer relations, franchise support, or compliance.
• Experience with a franchisor or multi-unit company preferred.

Responsibilities

• Serve as the primary contact for franchisee customers, addressing questions, concerns, and feedback in a timely manner.
• Facilitate resolutions of customer issues by the franchisees through communication and understanding.
• Communicate with franchisees regarding contractual obligations and brand standards in the resolution of customer complaints.
• Build and maintain positive relationships with franchisees and brand operations to foster a culture of compliance.
• Maintain organized and accurate records within Salesforce cases, including documentation of interactions, the issues presented, and the resolution.
• Identify opportunities to mitigate risk and improve the customer experience through quality assurance initiatives.
• Advising Compliance Director and brand operations team regarding same.
• Coordinate with cross-functional departments to support franchisees in resolving customer relations and compliance issues.
• Provide administrative audit support to compliance team, including brand-specific compliance audit programs (such as insurance and vendor compliance) and documentation of general audit responses.
• Perform other related duties as assigned by the Compliance Director to meet the ongoing needs of the organization.

Skills

Interpersonal skills

Communication

Organizational skills

Attention to detail

Salesforce

Education

Bachelor’s or Associate degree

Tools

Salesforce

Job description

Home Franchise Concepts in Flower Mound, TX is seeking a Brand Integrity Specialist to support a multi-brand franchise system. You will be the main contact for franchisee inquiries, ensuring adherence to brand standards and contractual requirements while aiding the compliance team’s audit programs.

Reporting to the Compliance Director, you will help identify process improvements, educate franchisees, maintain Salesforce case records, and collaborate with cross-functional teams.