Vice President of Franchisee Success - LaundroLab

2ULaundry and LaundroLab are on a mission to create time for the world to focus on the things that matter most - and that probably isn’t laundry! We’re a rapidly growing startup that is rewriting the rules around this time-consuming task by building two complementary brands. With our convenient pick-up and drop-off service and modern, inviting laundromats, we provide people with an effortless and convenient solution to laundry and dry cleaning to give them back time because as we all know, time is valuable.

The VP of Franchisee Success:

The VP of Franchisee Success is a strategic leader responsible for the overall success, satisfaction, and engagement of our franchise network. This role encompasses comprehensive franchisee support, including all brand and local marketing, operational coaching, new store openings, and compliance. The VP will drive franchisee satisfaction, build trust, and indirectly influence franchisee behavior through advocacy, best practice sharing, and relationship-building. The ideal candidate is a seasoned leader with strong communication skills, committed to franchisee growth, operational excellence, and brand alignment and is located in Charlotte, NC; Austin, TX; or willing to relocate to one of these markets to be in office 2-3 days per week.

What are the primary responsibilities of the VP of Franchisee Success role? 

Franchisee Satisfaction and Advocacy

• Act as a trusted advocate for franchisees, fostering open communication and strong relationships to improve satisfaction and trust.
• Implement feedback channels such as surveys, advisory councils, and one-on-one check-ins to understand and address franchisee needs.
• Serve as the liaison between franchisees and corporate, ensuring franchisee perspectives are considered in strategic decisions.

Communication Strategy and Trust Building

• Implement a transparent communication strategy, regularly updating franchisees on corporate decisions, marketing initiatives, and operational changes.
• Lead monthly webinars, newsletters, and interactive meetings to strengthen franchisee engagement and understanding.
• Promote best practices and showcase franchisee success stories, creating a collaborative environment where franchisees learn from each other.
• Establish peer mentorship programs and knowledge-sharing networks to enhance franchisee performance and foster alignment with company goals.
• Use strong interpersonal skills to build rapport, influencing franchisees to adopt strategies that drive success and compliance and sharing the rationale to drive buy-in.

Operational Excellence and Compliance

• Support new store openings, training franchisees to meet brand and operational standards from day one.
• Develop and track franchisee success metrics, using insights to drive continuous improvement in operational performance, marketing effectiveness, and compliance.
• Use data insights to refine support strategies, marketing campaigns, and coaching programs.
• Ensure franchisees meet legal and regulatory requirements, providing compliance training and regular audits to mitigate risks.
• Own the franchise document renewal process and manage compliance with all filing requirements.

Comprehensive Marketing and Brand Management

• Oversee all brand, corporate, and local marketing activities, ensuring consistency across franchise locations.
• Lead the development and execution of national campaigns and support franchisees in local store marketing, promotions, and community engagement.
• Monitor and uphold brand standards across the franchise network, ensuring franchisees comply with brand guidelines and quality standards.

Team Leadership and Talent Development

• Build and lead a cross-functional team, focusing on franchisee support, marketing, legal compliance, and business coaching.
• Invest in team development, ensuring alignment, training, and motivation to deliver high-quality franchisee support.

Who is the ideal VP of Franchisee Success? 

• Relationship Management Expertise: Proven experience in building and maintaining strong relationships with franchisees or independent business owners. Ability to influence and drive performance through trust and communication, rather than direct authority.
• Accountability and Compliance Management: Ability to hold franchisees accountable for meeting performance goals and adhering to franchise agreements. Strong background in handling compliance issues diplomatically but effectively, including managing difficult conversations.
• Marketing Acumen: Maintain a high standard for brand consistency and quality in locations and marketing campaigns at the national and local levels. Ensure strategies drive customer engagement and revenue growth.
• Franchise Industry Knowledge: Previous experience in a franchise environment. Understanding of the dynamics and challenges involved in working with franchisees.
• Conflict Resolution and Diplomacy: Strong conflict resolution skills, with the ability to handle sensitive conversations around performance, dissatisfaction, and non-compliance professionally and effectively.
• Change Leadership: Experience in leading franchisees through periods of change, restructuring, or new strategic initiatives, with an emphasis on maintaining engagement and collaboration.
• Strong Communication and Coaching Skills: Excellent interpersonal skills with the ability to engage, coach, and support franchisees in achieving both their goals and the company’s objectives.

What are the requirements for the VP of Franchisee Success role? 

• 12+ years of proven success and experience in franchise operations or a related field.
• Proven track record in driving franchisee satisfaction, operational success, and brand alignment.
• Exceptional leadership and communication skills, with experience managing cross-functional teams and supporting franchisee success.
• Strong analytical and problem-solving skills, with a commitment to continuous improvement and innovation.
• Experience in emerging franchise brands and their specific challenges preferred.
• Strong communication and negotiation abilities.
• Ability to travel up to 50% of the time
  
• Located in the Charlotte, NC or Austin, TX markets (or open to relocation to one of those markets) and open to hybrid work schedule with 2-3 days in office

2ULaundry and LaundroLab are equal opportunity employers. We value diversity and strive to create an inclusive environment representative of a variety of backgrounds and experiences. Employment is decided solely on the basis of qualifications, merit, and business need.