Description
An Area Vice President of Customer Success (AVP) directly supports the Region Vice President (RVP) and supports the overall creation and execution of growth strategy, the overall success of the client portfolio, customer relationships, operations, compliance, and the development and performance of a team in a designated geographic area of the United States. The AVP also supports the RVP with ensuring internal resource alignment and collaborates with key department leadership to deliver a premier customer experience for Base, Grow, Thrive and Summit broker/owners. The AVP directs and manages a team consisting of Directors, Sr. Customer Success Consultants, Customer Success Consultants, and a Coordinator to achieve growth results. The AVP serves as an escalation point for broker/owner conflicts.
Responsibilities:
- Creates and nurtures relationships with franchisees, agents and other strategic partners using industry knowledge and effective consulting, communication and relationship development skills to advance business opportunities.
- Takes initiative and is results oriented, focusing on advancing franchise sales, identifying customer needs, consults and collaborates with multiple departments, and ensures franchisee compliance including on-time renewals and accounts receivable management.
- Successfully reviews and leverages CRM feedback loops and collaborates with all departments to ensure customer needs are resolved and quality service is being delivered.
- Has deep understanding and effectively utilizes financial, organizational and operational consulting practices.
- Has deep understanding of small business principles and leverages other teams as needed or by request.
- Mentors and manages a team of Directors, Sr. CSC's and CSC's.
- Viewed by others as a respected, trusted and accountable leader. Works cross-functionally and leads internal team achievement and performance through influence, effective delegation and coaching/mentoring.
- Demonstrates the ability to think strategically and has developed the skill sets to assist the Region Vice President with creating and executing a strategic growth plan including but not limited to budgeting, forecasting, and executing key region events that drive recruiting and retention efforts.
- Effectively assists Region Vice President in franchise sales, conversion and M&A opportunities.
- Create and present the various tools and technology offerings to broker/owners and agents.
Additional responsibilities to support the VP:
- Ability to recruit, motivate, manage, retain, and develop team members, and at the same time make difficult decisions and take appropriate action.
- Ensures alignment with corporate value strategy and value delivery. Creates and executes region growth strategy and achieves premier customer experience, drives franchise sales, agent growth and increased market share through successful recruiting and retention strategies and hosting of region events, franchisee retention through renewals and profitability, and success of overall region portfolio.
- Takes initiative and is results oriented, focusing on advancing franchise sales, conversions, M&A, identifying customer needs, consults and collaborates with multiple departments, and ensures franchisee compliance including on-time renewals and accounts receivable management.
- Consults on various financial models, profit/loss statement analysis, guides owners on strategic thinking including expansion and M&A, and client portfolio operational analysis.
Qualifications:
- College degree preferable with focus in business, finance or marketing
- Ability to travel 25% - 35%
- 7+ years of Franchise Development, Business Operations Management or Business Consulting experience (franchise and real estate background required)
- Ability to coach, mentor and develop employees
- Excellent motivational and organizational skills to meet region goals and create a positive work environment
- Strong critical thinking and adaptability as well as social, communication, interpersonal, dispute resolution and presentation skills
- Demonstrated ability to understand and adapt to rapid technology changes
- Strong planning and analytical skills
- Advanced knowledge in current and future real estate industry practices, trends, technologies, and information affecting the business and organization
- Proven ability to influence the region’s direction through knowledge, vision, insight, talent, relationships and leadership
- Sets high standards and empowers others to achieve
- Ability to travel to host events and strengthen long term relationships with client
Hire Range/Rate:
$133,000 - $150,000
Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education/certifications, or geographic location. The offer rate represents one component of the RE/MAX Holdings total compensation package. Employees will also receive a number of benefits as listed below. Other compensation for this position may include bonus eligibility.
- Competitive Medical, Dental, and Vision benefits
- Retirement plans with optimal company match
- Annual bonus/merit opportunity
- Educational Assistance
- Mental Health support program
- M.O.R.E. Events offered in-person and virtually
- Mentorship program
- Employee Resource Groups
- Community Engagement
- Diversity, Equity, and Inclusion
- Parenting
- Remote
- Women at RE/MAX
RE/MAX, LLC & Motto Mortgage
