COO- Century 21

 

Job Title:  Chief Operating Officer

Department:  Operations & Servicing

Reports To:  President & CEO

 

Job Summary:
This position is responsible for overseeing the servicing and operations of Century 21 Real Estate, LLC, the largest Real Estate Franchise in the world.  The Chief Operating Officer will set strategies for long term growth of our existing and new franchise system members and assist in market positioning.  The core responsibilities include, but are not limited to, planning, implementing and executing the strategies for domestic and international organic growth, create methods of accountability to ensure customer satisfaction and profitability, enhance overall service model to ensure effectiveness and support policies, goals and objectives established by the President & CEO.  The position will oversee the following critical brand functions:  National Service Planning & Execution, Internal Operations, National Training Platform and System 21, the brand?s Business Consulting Program.

 

Responsibilities:

Strategic Planning:Work closely with President & CEO and other brand executives to assist in the development of long range plans, group goals and growth objectivesEvaluate results of overall operations regularly and systematically and report findings/trends to PresidentCollaborate with Franchise Administration department to determine renewal strategies resulting in long term customer retentionIdentify strategic opportunities to help capitalize on franchisee strengths and Century 21 resources in order to set aggressive goals for growthWork closely with Franchise Sales team to determine sales/M&A strategy to drive market share growth

National Servicing Platform:Ensure achievement of franchise production and sides growth goals for all US franchisesBuilding and maintaining a leadership role in order to facilitate effective relationships between Century 21 Real Estate LLC and our franchiseesManagement of 3 Regional Vice President?s and their respective servicing teams responsible for service delivery to independent Century 21 franchisesEnsure leveraging of shared service functions to provide deliver optimum services to customersMonitor regional performance goals and enforce accountability for their achievement

Operations:Oversee the Broker Services reactive support to existing franchisees and ensure appropriate troubleshootingDirect and oversee the national and regional events for entire Century 21 systemOversee and enhance a comprehensive view of end-to-end ?after sale? touch point by Broker Services

National Training Platform:Develop/enhance national training platform to ensure optimal production resultsEnhance agent/broker retention programs focused on increased sidesEnhance overall blended learning approach to agent/broker educationWork with parallel Century 21 department heads to define and execute strategic programs to grow market share

Management:Ensure responsibilities and accountabilities of all employees are defined, understood and executedResponsible for managing a staff of approximately 75 employees to include:  hiring, training & development, planning, assigning and directing work, appraising performance, reward and recognition and addressing employee relation issues

 

Minimum Qualifications:

BA, BS Required; MBA Preferred

Senior real estate executive with a minimum of 15 years in brokerage operations, business strategy, or consulting

10 years in a sales/decision influencing environment preferred

Background in business, finance and/or consulting

Ability to travel 50%

Negotiation skills and ability to influence and persuade a must

Knowledge of competitors servicing models required

Strong staff management skills and experience required

Even-temper and conflict resolution skills required

Territory management experience

Stellar platform skills

Proven success with organic revenue growth

Superior Relationship Management skills

Extensive experience in budget management required

Proven leadership capabilities