Manager of Guest Relations - Massage Envy Franchising LLC

The Manager of Guest Relations is responsible for managing Massage Envy’s Franchise Support Center (FSC) support of franchisees in their efforts to help ensure customer satisfaction throughout the Massage Envy network including supervising the Guest Relations Specialists and supporting the network and Field Teams with education and support. The Manager of Guest Relations also works with the legal department to support the processing of consumer data privacy requests per regulations. 

Essential Functions

• Oversee the Guest Relation Specialists and assist where needed to help franchisees in their efforts to ensure prompt and effective resolutions to guest and member feedback including, but not limited to inquiries, complaints and compliments received via telephone, e-mail, and other media channels.
• Manage and develop FSC staff with regular trainings and resources, driving an environment of growth through empowerment and education.
• Support legal team with management and tracking of Consumer Data Privacy Requests.
• Manage the Customer Experience Database and related processes; serve as a liaison between Massage Envy and Vendor.
• Contribute to the development and enhancement of customer service programs, protocols, and communications aimed at increasing franchisees’ guest and member satisfaction, and retention in all Massage Envy franchised locations.
• Lead a dedicated team of Guest Relations Specialists in upholding the highest levels of professionalism and engagement, aligned to the company’s core values.
• Track and monitor regional and clinic-level complaint resolution rates and times to help support franchisees in dealing with critical issues in a timely manner.
• Assist franchisees to efficiently process Wellness Agreements and service transfer requests.
• Based on franchisees’ guest and member feedback, identify reoccurring issues and trends, and collaborate with appropriate stakeholders.
• Handle inquiries related to closed franchised locations; collaborate with Legal for guidance on the management of this member population; update resources for the Guest Relations team.
• Communicate corporate policies to stakeholders; Monitor and participate in the review and creation of all corporate policies that impact the franchisees’ guest and member.
• Assist in the development and implementation of applicable training programs, plans, and webinars.
• Create monthly franchisee customer experience reports and newsletters to inform and educate Massage Envy stakeholders.
• Develop and enhance franchisees’ guest and member related reports, materials, and programs as needed.
• Collaborate and support cross-functional department heads/teams with any business requirement or project which further enhance and strengthen the Brand.
• Directly support Legal Team, National Operations, and the Field Team, Senior, and Executive Management with anything necessary to preserve the Brand including, but not limited to, mitigating reputational risk from public relations customer service issues, Legal Team research, management of expiring member liabilities, cancellations, etc.  

Education, Experience, and Skills Required

• Bachelor’s degree preferred in Business, Communications, PR, or related field
• Strong written, verbal, and interpersonal communication skills
• Must be able to speak fluently and assertively under stress
• Manage conflict and work well under pressure
• Analyze, problem-solve, and manage multiple projects
• Interact cooperatively and work as a team toward a common goal
• Ability to effortlessly create and foster relationships at all levels, including customers, vendors, internal peers, cross-functional partners, as well as Executive and Senior Management
• Prioritize and effectively manage time effectively

Massage Envy Franchise LLC Benefits

Hybrid work model

In addition to a great work environment, Massage Envy Franchise LLC offers Medical, Dental and Vision Benefits.  Paid Life Insurance and 401K, generous paid holidays, vacation, and sick time.  At Massage Envy Franchising, LLC, we believe in helping people feel their best through total body care—a mission that touches everyone. And we know that investing in uniquely talented, fiercely passionate people is the key to achieving it. We work hard, we have fun, which is a key part of helping employees feel their best!  

Massage Envy Franchising, LLC is an equal opportunity employer that is committed to diversity and inclusion in the workplace.  We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, sexual origin, age, disability, genetic information, pregnancy or any other protected characteristic outlined by federal, state, or local laws.