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Position Title
Customer Experience Improvement Facilitator

• Download the complete job description (MS Word)

Responsibilities: 

·     Analyze and interpret customer and employee research data to identify opportunities for franchise performance improvements.

·     Develop and nurture positive and productive relationships with franchise personnel, understanding the dynamics of the retail franchise environment, and working within it.

·     Monitor implementation of recommendations, and when necessary, develop appropriate metrics for tracking process improvement effectiveness.

·     Facilitate franchise management and employee meetings to reach consensus on prioritization of areas for improvement.

·     Manage schedule and set appointments to visit assigned franchises once per month.

·     Provide necessary training and tools to develop franchise personnel’s ability to conduct effective team meetings and to become increasingly proficient at continuous process improvement.

·     Maintain regular communication with key franchise personnel (management, employee teams, etc.) between visits to ensure they are working the process, meeting as expected, and address any issues or needs in a timely manner.

·     Keep Lead Facilitator fully informed of progress, issues and other information on a regular and timely basis.

·     Attend and participate in periodic conference calls, training meetings and other activities as required by Maritz.

·     Arrange travel and other logistics in a cost effective manner.

·     Thoroughly complete required administrative reports on a timely basis; generally within two business days.

·     Conduct Webinar with centers as required. 

To Apply:

Create your profile by following these steps:

·     Go to www.maritz.com

·     Click on About Maritz

·     Click Join our Team > Current Openings > opportunities in cities across the United States .

·     First time visitors will be asked to build a profile, this will allow you to cut and paste your resume into our database. 

·     Returning users, simply log in.

·     Search for the job title Customer Experience Improvement Facilitator, or requisition #1525 and attach your profile.