Franchisee Experience & Engagement Director

Brothers Lawn Squad LLC; Atlanta (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

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.

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 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.

Responsibilities

• 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.

Skills

Franchise leadership

Relationship building

Cross-functional collaboration

Communication

Job description

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.