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Customer Experience Improvement FacilitatorTraining Manager/Director

Company Profile:

Maritz helps companies understand, enable and motivate their employees, sales teams, channel partners and customers to achieve superior business results. You can be part of our Maritz Learning solutions team that enables clients to deliver superior customer experiences by equipping their sales and service personnel with the necessary skills, knowledge and tools to be most effective.

Scope of Project:

Strengthening Brand Image through Continuous Improvement to Maritz Client.  Providing the tools and a plan to identify, prioritize, and attack improvement areas most affecting the customer experience.  Participate in meetings that facilitate process improvement steps, and drive implementation of recommended changes.  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. 

Credentials:

·     Minimum 5 years experience in organizational development, training environment or related business field. 

·     Experience consulting with senior management, team leaders and individual contributors. 

·     Background in organizational systems, process consulting, group dynamics theory, executive coaching, organizational change and continuous improvement principles.

·     Experience in leading a performance improvement initiative, executing a comprehensive plan that includes performance improvement, change management and process consultation.

·     Comprehensive understanding of organizational development, organizational behavior, change management and team dynamics.

·     Ability to analyze and interpret research and other data to identify opportunities for improvement.

·     Ability to facilitate the learning and self-discovery of employee teams to identify root causes, alternative solutions and implementation plans.

·     Strong written and oral communication skills to be demonstrated both in-franchise, and via administrative reports and email correspondence.

·     Demonstrated success in account/territory management and managing project budgets.

·     Proven track record in relationship-building and influence skills.

·     Computer literate and proficient in programs such as Word, Excel and web-based tracking and administration tools.

·     Bachelor’s Degree required.

·     Have own equipment (i.e. cellular phone, laptop, printer, internet), monthly reimbursement offered.

Preferred Credentials:

·     Preferred experience in the customer experience, retail and process improvement.

·     Understanding of how franchises are owned and operated, with each center being owned and operated separately under one corporate umbrella.

·     Proven track record as process improvement consultant in franchise environment.

Number of Positions:   Seven (including one Lead Consultant)

Length of Project: March 31, 2008 to April 2009, with opportunity of expanding beyond.

Locations:

·     Nationwide (emphasis on Washington, California (North and South), Arizona, Texas, Alabama, Georgia, South Carolina and Florida)

Travel Requirements:   Between 40% and 60% depending on location of territory responsible for. 

Typical monthly schedule will be visiting up to 10 centers per month, allowing for travel days in between, as well as an administrative week from your home office.  Will have flexibility to create own schedule.

Compensation:

·     Base annual salary of $85,000

·     Contracted as a Freelance Employee with Maritz (Temporary full-time employee)

·     Mileage Reimbursement

·     Travel and equipment reimbursement

·     Two-weeks paid vacation 

·     401k, after completion of 1000 hours

·     Medical, prescription, disability, life, and critical illness coverage after one-year of service with completion of 1000 hours or more worked.

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.

 

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