Franchise CRM Specialist

Xponential Fitness, LLC•Irvine, CA

8d•$68,000 - $81,000•Onsite

About The Position

The Franchise CRM Specialist oversees the administration, governance, and optimization of the FranConnect platform and related franchise operational processes. This role will manage CRM configuration, user provisioning, data integrity, workflow automation, and franchise document lifecycle management across multiple locations. This role requires strong CRM administration experience combined with a deep understanding of franchise operations, franchise documentation requirements, compliance processes, and franchise lifecycle management, ensuring the accuracy, completeness, and validity of franchise-related information and documentation stored within FranConnect.

Requirements

Bachelor’s degree in Business Administration, Information Systems, Operations, or related field preferred.
3–5+ years of CRM administration experience, preferably within FranConnect or franchise management systems.
Strong understanding of franchise operations, franchise lifecycle processes, and compliance documentation requirements.
Experience managing document governance, auditing, and operational record validation.
Experience with workflow automation, data governance, and user access management.
Strong analytical, organizational, and problem-solving skills.
Advanced proficiency in Excel and reporting tools.
Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

Serve as the primary administrator and subject matter expert for the FranConnect platform.
Configure and maintain system settings, permissions, dashboards, modules, and workflows.
Manage platform enhancements, integrations, and troubleshooting activities.
Coordinate with FranConnect support and vendors as needed.
Maintain documentation for CRM configurations, business rules, and operational procedures.
Provision, update, and deactivate user accounts in accordance with company policies and security standards.
Manage role-based access controls and user permissions.
Conduct regular access audits to ensure compliance and proper governance.
Support onboarding and offboarding of franchisees, employees, and internal stakeholders.
Provide user training and ongoing support.
Manage and oversee franchise-related documentation throughout the full franchise lifecycle, including onboarding, opening, operations, renewals, transfers, and closures.
Audit and validate the accuracy, completeness, and relevance of documents attached to franchise locations within FranConnect.
Ensure required operational, legal, compliance, and franchise agreement documentation is current and properly maintained.
Monitor document expiration dates, renewal requirements, and compliance milestones.
Establish standards for document naming conventions, storage, version control, and retention policies.
Collaborate with operations, legal, franchise development, and compliance teams to ensure proper documentation governance.
Maintain high standards of CRM data quality, consistency, accuracy, and completeness.
Conduct regular audits, cleanup initiatives, deduplication, and validation processes.
Review franchise location records to ensure supporting information and attached documentation align with operational status and lifecycle stage.
Develop and enforce data governance policies and best practices.
Generate reports and identify trends or inconsistencies requiring corrective action.
Design, build, and optimize workflows, automations, alerts, approval processes, and operational task management within FranConnect.
Streamline franchise operational processes through automation and standardized procedures.
Partner with cross-functional teams to improve efficiency and system adoption.
Test and validate workflow enhancements prior to implementation.
Support scalable operational process development across franchise locations.
Create and maintain reports, dashboards, compliance trackers, and KPI monitoring tools.
Provide operational insights and reporting support to leadership teams.
Monitor CRM usage, document compliance status, and workflow effectiveness.
Assist departments in leveraging FranConnect capabilities to improve visibility and operational performance.