Director, Franchise Engagement

World Headquarters•Deerfield Beach, FL

19h•Onsite

About The Position

This is a high-impact, franchise-facing role responsible for owning franchisee communication, site matching support, and cross-functional coordination from agreement signing through center opening. The Director, Franchise Engagement acts as the central point of contact between franchisees and internal Real Estate, Development, Construction, Operations, Legal, and Finance teams—keeping projects moving and franchisees confident throughout long development timelines. This role is ideal for someone who thrives in high-volume communication, structured execution, and complex pipelines. You’ll balance relationship management with disciplined tracking, clear updates, and operational follow-through.

Requirements

Bachelor’s degree in Business, Real Estate, Project Management, or related field
7+ years of experience in franchise development, real estate, project management, or client-facing roles
Proven ability to manage high-volume stakeholder communication
Strong organizational skills with experience using CRM or project management tools (Monday.com preferred)
Comfortable navigating complex workflows and sensitive franchisee conversations
Franchisee relationship management
Cross-functional coordination
Pipeline and process management
Clear written and verbal communication
Expectation setting and conflict management

Nice To Haves

Experience in franchise, multi-unit, retail, or hospitality environments preferred

Responsibilities

Franchisee Communication & Engagement Serve as the primary point of contact for franchisees throughout the development lifecycle
Manage a high volume of emails and scheduled calls with timely, accurate updates
Communicate site availability, development milestones, timelines, and next steps
Guide franchisees through site evaluation, demos, and selection decisions
Align site opportunities with franchisee goals and market preferences
Site Matching & Development Coordination Coordinate site matching and unmatching requests across internal teams
Manage franchisee communication related to refunds, requirements, and timelines
Track site and pre-construction milestones and relay broker and development updates
Pipeline Tracking & Sales Support Maintain internal development and site tracking tools
Monitor pipeline movement and identify risks or bottlenecks early
Review franchisee-submitted sites and coordinate evaluations with brokers or internal partners
Onboarding & Systems Management Conduct initial franchisee onboarding and system setup
Maintain accurate franchisee records, notes, and communication logs
Coordinate handoffs to the New Center Opening (NCO) team
Track center transitions and development status for internal visibility
Cross-Functional Collaboration & Process Improvement Partner closely with Real Estate, Construction, Operations, Marketing, Legal, and Finance
Align franchisee communications to real internal timelines
Identify opportunities to improve workflows, tools, and franchisee experience