Brand Integrity Specialist

About The Company

Home Franchise Concepts is one of the largest franchising systems in the home improvement goods and services space. The Company's brands: Budget Blinds, The Tailored Closet, Premier Garage, LightSpeed Restoration, Kitchen Tune-Up, Bath Tune-Up, Two Maids, and Bark & Mane are consistently rated at the top of their categories and supported by more than 2,400 franchise territories in the U.S., and Canada. Home Franchise Concepts is a subsidiary of JM Family Enterprises, a family-owned, professionally managed diversified automotive company.

Position Summary

The Brand Integrity Specialist supports HFC's multi-brand franchise system by serving as the main point of contact for customer inquiries and concerns and providing administrative support to the compliance team's audit program. The role involves working with franchisees to facilitate the resolution of customer issues in a positive manner while ensuring adherence to brand standards and contractual requirements. Reporting to the Compliance Director, this individual will provide critical support to the compliance team in identifying opportunities for process improvement and/or franchisee education to enhance compliance initiatives as well as managing aspects of the brand-specific audit programs. The ideal candidate will be a seasoned customer relations professional who is process-oriented and skilled at navigating competing demands within a franchise system. This is a hybrid position requiring three days per week onsite in our Flower Mound office.

Duties And 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.
• Identifying 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.

Required Skills And Abilities

• Excellent interpersonal and communication skills, with the ability to work collaboratively with franchisees.
• Strong organizational skills with the ability to manage multiple open matters and response deadlines.
• Attention to detail and the ability to document accurately and completely.
• Ability to work within SalesForce or a similar CRM.

Education And Experience

• 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.

Travel & Work Environment

• Light-duty work environment – primarily office-based with minimal physical exertion.
• Ability to sit for extended periods while working on a computer.
• Occasional standing or walking for presentations or facilitation.
• Ability to lift and carry up to 25 lbs occasionally.
• Hybrid model – Work from the office on Tues/Wed/Thurs and from home on Mon/Fri.
• Travel as needed.

Benefits

• Medical, dental, and vision insurance
• Flexible Spending Accounts (FSAs)
• Health Savings Accounts (HSAs)
• Supplemental life insurance
• Annual discretionary bonus
• 401(k) retirement plan with matching contributions equal to 100% of the first three percent of eligible compensation contributed and 50% of the next two percent
• 10 paid holidays
• 8 paid hours for associates to volunteer in their community
• Open time off to support work-life balance