About servpro
Servpro industries, llc, is a national leader of fire, water, mold, and other specialty cleanup and restoration servicesWith a professional services network of more than 1,900 franchises in the united states and canada, servpro quickly responds to property damage emergenciesThese range from multimillion-dollar disasters to those suffered by individual businesses and homesServpro headquarters in gallatin, tennessee, is home to 400+ employees who are dedicated to supporting servpro franchise operationsServpro has been recognized by the tennessean for its top workplace award in 2015, 2016, 2017, 2019, 2020 and 2021.
Job summary:
The multi-market operator (mmo) franchise business consultant (fbc) is responsible for leading servpro’s support program for franchisees identified as mmoThis specialized fbc provides consultation services and support to assigned franchisees, franchisee’s executives and upper management teams in the key result areas of client, production, office, marketing, human resources, financial, and executiveThe fbc will actively seek to establish, train, advise, and develop franchisees in accordance with the servpro`s model, policies, bulletins, manuals, and standardsThe franchise business consultant creates positive working relationships which develop and promote high franchisee morale within the assigned groupThis position is a key contributor and driver in the successful execution of the servpro franchising strategy and reports to the director of field consulting.
Major duties and responsibilities:
Develops trust, credibility, effective and collaborative relationships with the franchise community as valued contributors in servpro’s success, actively listens and accepts feedback; conveys ideas and/or concerns with servpro leadership team; communicates and holds operators accountable to brand quality and standards
Networks with operators through regular field visits and virtual meetings; oversees identification and resolution of significant or broad scale franchise issues.
Partners with other key leaders to establish the servpro customer experience and works cross-functionally to align and mobilize franchise operators around servpro’s value proposition.
Leverages data from insights and analytics to identify key opportunities for franchise operators to improve the customer experience and build brand preference and loyalty.
Provides leadership and direction to franchisees in the oversight of sales, transactions, profitability, and operational performance, including customer experience; operational execution of brand initiatives; pricing, enhancements, delivery, and other related activities to grow servpro and its imageEnsures a smooth and effective flow of information between franchise operators and servpro’s management teamLeads the development of positive relationships with franchisees that results in mutual trust and respect.
Actively and consistently supports all efforts to simplify and enhance the franchise/customer experienceDocuments onsite and virtual visitations utilizing approved software applications (i.e., salesforce).
Provides remote-virtual and on-location consulting guidance to assigned franchisees, executive and upper management teamsSubregional fbc’s will consult local general managers (gms) and their upper management.
Lead and manage overall process including technology program roadmaps, lead intake, prioritization, and capacity planning with a more “strategic lens”.
Achieve “drive the five” (revenue, profit, customer service, management, staffing) performance goals.
Achieve “green” status for all executive and management mmo-relevant key performance metrics (kpm’s.)
Gain operational insight for each franchise operation to provide consulting, operational advice, and training guidance on a continuous basis.
Collaborate with the training, information technology (it), marketing, national accounts, franchise expansion and business intelligence (bi) team by providing insight and help in designing solutions for observed mmo needs and suggestionsRelay program updates to assigned franchises.
Collaborate with local fbc’s on an ongoing basis to coordinate consultation plans and agendasEnsure smart and efficient use of fbc engagement when multiple fbc’s are assigned.
Collaborate with local fbc’s in preparing area meetings for all mmo franchisees assignedMeetings are coordinated to include sales, management, and production topics and are attended by mmo franchises owners, executive team, or upper management in each market.
Collaborate and engage with all meetings designated for assigned franchises, such as marketing specific and executive annual meetings.
Ensure technical training questions are answered for assigned mmo’s as needed.
Keep supervisor informed and provide weekly production updates to supervisor.
Remain current on new technology as it relates to cleaning and restoration.
Control and manage individual expense report.
Maximize revenues and document the individual plan to improve each franchise.
Utilize effective time management and integrity for the servpro® brand.
Required qualifications:
Ability to read, write, and speak the english language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner.
Proven work experience as a consultant, previous ownership of a franchise operation or similar role.
Thorough understanding of franchise systems.
Demonstrates integrity, tact, diplomacy, and commitment to servpro’s values.
Able to multitask and prioritize.
Strong interpersonal/leadership skills.
Possess attention to detail.
Excellent analytical skills and a thorough understanding of financial statements.
Expertise in microsoft excel (creating spreadsheets and using advanced formulas) and powerpoint for developing executive presentation.
`passion to serve` franchisees through consultative skills.
Professional positive attitude for franchisees, team members, and colleagues is essential.
Ongoing effort to increase knowledge of our industry.
Education:
Bachelor’s degree preferred.
Quickbooks online, salesforce, xactimate experience a plus.
Working conditions:
Fast-paced, high pressure office environment.
30%-50% throughout north america and international, when needed.
Must be physically able to travel independently.
Business operations monday through friday, and weekends, as necessary.
Maintain a valid driver`s license.
Maintain a credit card for reimbursable travel expenses.
Standard working hours monday – friday; 8:00am to 5:00pm
Additional working hours may be required frequently.
What we offer
Excellent health benefits plan, which includes medical, vision and dental options
401(k) with company match
Company profit sharing plan
Generous vacation, paid time-off and paid holidays
2 free on-site fitness rooms with class options
Weekly on-site massage therapist visits
Personal and professional development programs
Employee assistance program
Employee resource groups
“financial wellness” education and training programs
Servpro is an equal opportunity employerAll applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.
