Director, Global Services - US Based Remote

Key Responsibilities

Affiliate Support, Onboarding & Operational Excellence

• Primary servicing contact for assigned Master and Direct affiliates.
• Develop and maintain servicing guidelines, training materials, and onboarding processes for new and existing affiliates.
• Ensure smooth activation and adoption of brand systems, tools, and programs; promote operational best practices and brand offerings.

Data, Insights & Performance Management

• Collect and analyze affiliate performance metrics and survey feedback to identify trends, risks, and growth opportunities.
• Provide data‑driven recommendations to improve servicing strategies and affiliate outcomes.
• Supply brand‑level inputs for dashboards, cross‑brand reporting, COE modeling, and GRN insights.

Systems Access, Technology & Accuracy

• Coordinate system access (CREST, Dash, intranet/Learning platforms); troubleshoot issues with IT/Support.
• Ensure listing/profile accuracy across global platforms and network director ies.

Cross‑Functional Coordination

• Partner with Finance, Legal, Compliance, Contracts on brand reporting, renewals, agreements, invoicing, and visa documentation.
• Facilitate alignment between affiliates and internal departments to drive timely issue resolution.

Communications, Content & Brand Promotion

• Draft affiliate communications, service updates, and program announcements.
• Collaborate with PR/Marketing and brand teams to highlight international success stories and market wins; support content for events, toolkits, and executive materials.

Programming, Engagement & Community Building

• Support development/execution of Mastermind sessions, SME calls, client group meetings, and leadership roundtables.
• Manage logistics, agendas, materials, follow‑ups, and track engagement/participation.

Referral & Concierge Services

• Provide high‑touch guidance on global referral systems; offer concierge‑style agent matching for cross‑border transactions.
• Partner with Senior Manager, Broker Services (Immobel/GRN) to strengthen data integrity, adoption, and referral outcomes.

Strategic Initiatives & Value Proposition

• Contribute brand‑specific insights to COE model development and servicing enhancements.
• Support improvements to value propositions, tools, programs, and market research that elevate global competitiveness.

Relationship Management

• Build trusted relationships with Master Franchise leadership and key stakeholders.
• Understand market realities and affiliate needs; tailor support and ensure alignment with brand/ global initiatives.

Qualifications

• Bachelor’s degree required; advanced degree preferred.
• 5–7+ years in franchise operations, account management, consulting, or international real estate services .
• Strong cross‑cultural communication and relationship‑building skills.
• Proven experience supporting clients/partners in complex, matrixed environments.
• Comfort interpreting data and presenting insights/recommendations.
• Excellent project management, communication, and presentation skills.
• Ability to manage multiple markets, time zones, and priorities; international travel as needed.