Director of Franchisee Relations

Lawn Squad; Atlanta (GA); Presencial; USD 120 000 - 180 000; Tempo integral

Resumo da oferta

Brothers Lawn Squad LLC in Atlanta, GA seeks a Director of Franchisee Relations to lead engagement across a portfolio of brands. You will build trust with franchise owners, align cross-functional teams, and translate owner feedback into actionable support initiatives.

You will run programs like Meet the Team and Franchise Advisory Councils, monitor franchisee satisfaction, and drive improvements in brand standards, customer experience, and local market results. 25% travel required.

Qualificações

• Minimum of 8 years of management and leadership experience, including substantial experience within a franchised business.
• Experience supporting or leading multi-unit franchisees with an understanding of different owner needs.
• Demonstrated ability to build trusted relationships with franchisees and gain buy-in for system initiatives.
• Experience working across Operations, Marketing, and field support teams to turn strategy into practical execution at the franchisee level.
• Strong business judgment, communication, and conflict-resolution skills with the ability to address performance concerns while maintaining productive franchisee relationships.

Responsabilidades

• Serve as the primary brand advocate and strategic facilitator to Franchise Business Consultants (FBCs), Franchise Advisory Councils (FACs), and Franchise Sales to ensure cross-functional alignment.
• Socialize new growth initiatives, strategic positioning, and brand evolution early with franchisee leadership to build consensus and secure system-wide buy-in.
• Own franchisee satisfaction as a key measure of success by monitoring feedback, identifying recurring concerns, coordinating timely resolutions, and working with cross-functional leaders to improve the franchisee experience.
• Lead key engagement touchpoints, including "Meet Your Team" sessions and regional brand alignment meetings.
• Direct system-wide Voice-of-Customer programs and consumer satisfaction initiatives to achieve enterprise Net Promoter Score (NPS) objectives.
• Drive local reputation management strategies, establishing franchisee accountability and best practices to strengthen online reviews and customer advocacy.
• Identify growth opportunities to expand local market share and increase brand visibility through elevated customer experiences across the franchise network.
• Act as the centralized filter for franchisee feedback, routing field insights, operational concerns, and market opportunities to the appropriate corporate leads.
• Oversee and modernize brand standards, ensuring local operators strictly adhere to established service guidelines and brand expectations.
• Partner with Franchise Operations to evolve operational touchpoints and service hallmarks that differentiate the brand in the marketplace.
• Serve as the link between Operations and Marketing, ensuring initiatives are coordinated, practical for franchise owners, and clearly communicated across the system.

Conhecimentos

Franchise leadership

Relationship building

Cross-functional collaboration

Communication

Descrição da oferta de emprego

The Director of Franchisee Relations serves as a primary relationship and engagement leader for franchise owners across an assigned portfolio of brands. This individual builds trust with owners, listens to their needs, and helps ensure their feedback informs how the organization supports franchisee success.

The Director coordinates franchise engagement programs, including Meet the Team sessions and Franchise Advisory Councils, and serves as a key link between franchisees, Operations, Marketing, and other support teams. The role helps build understanding and buy-in for new initiatives, supports consistent execution across brands, and identifies opportunities to improve the franchisee experience. Success is measured in part by franchisee satisfaction, the quality of owner engagement, and the organization’s ability to respond to feedback and follow through on commitments.

Key Responsibilities:

Strategic Leadership & Franchisee Alignment

• Serve as the primary brand advocate and strategic facilitator to Franchise Business Consultants (FBCs), Franchise Advisory Councils (FACs), and Franchise Sales to ensure cross-functional alignment.
• Socialize new growth initiatives, strategic positioning, and brand evolution early with franchisee leadership to build consensus and secure system-wide buy-in.
• Own franchisee satisfaction as a key measure of success by monitoring feedback, identifying recurring concerns, coordinating timely resolutions, and working with cross-functional leaders to improve the franchisee experience.
• Lead key engagement touchpoints, including "Meet Your Team" sessions and regional brand alignment meetings.

Customer Experience & Reputation Management

• Direct system-wide Voice-of-Customer programs and consumer satisfaction initiatives to achieve enterprise Net Promoter Score (NPS) objectives.
• Drive local reputation management strategies, establishing franchisee accountability and best practices to strengthen online reviews and customer advocacy.
• Identify growth opportunities to expand local market share and increase brand visibility through elevated customer experiences across the franchise network.

Brand Standards

• Act as the centralized filter for franchisee feedback, routing field insights, operational concerns, and market opportunities to the appropriate corporate leads.
• Oversee and modernize brand standards, ensuring local operators strictly adhere to established service guidelines and brand expectations.
• Partner with Franchise Operations to evolve operational touchpoints and service hallmarks that differentiate the brand in the marketplace.
• Serve as the link between Operations and Marketing, ensuring initiatives are coordinated, practical for franchise owners, and clearly communicated across the system. Partner with both teams to build franchisee buy-in, support local execution, and bring owner feedback back to the teams shaping those initiatives.

Qualifications

• Minimum of 8 years of management and leadership experience, including substantial experience within a franchised business.
• Experience supporting or leading multi-unit franchisees with an understanding of the different needs of new, growing, and established owners.
• Demonstrated ability to build trusted relationships with franchisees, gain buy-in for system initiatives, and guide owners through change.
• Experience working across Operations, Marketing, and field support teams to turn strategy into practical execution at the franchisee level.
• Strong business judgment, communication, and conflict-resolution skills, with the ability to address performance concerns while maintaining productive franchisee relationships.

Location and travel expectations: 200 Galleria Parkway SE, Suite 1900, Atlanta, GA 30339 (25% travel)