Brand Integrity Specialist

HFC Rebrand•Flower Mound, TX

6d•Hybrid

About The Position

Home Franchise Concepts (HFC) is a leading franchisor in the home improvement sector, operating brands such as Budget Blinds, The Tailored Closet, and Premier Garage. As a subsidiary of JM Family Enterprises, HFC is committed to supporting its extensive franchise system. The Brand Integrity Specialist plays a crucial role in maintaining brand standards and customer satisfaction across HFC's multi-brand franchise system. This position serves as the primary liaison for customer inquiries and concerns, while also providing essential administrative support to the compliance team's audit program. The specialist will work closely with franchisees to ensure customer issues are resolved effectively and in alignment with brand standards and contractual agreements. Reporting to the Compliance Director, this role is instrumental in identifying areas for process enhancement and franchisee education, thereby strengthening compliance initiatives. The ideal candidate is a customer relations expert with a strong process orientation and the ability to manage diverse demands within a franchise environment. This is a hybrid role requiring three days per week in the Flower Mound office.

Requirements

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.
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.
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.

Benefits

medical, dental, and vision insurance
Flexible Spending Accounts (FSAs)
Health Savings Accounts (HSAs)
supplemental life insurance
annual discretionary bonus
401(k) retirement plan, which includes 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
career development opportunities