Tommy's is looking for a Director of Brand Experience to ensure the Company is putting its best foot forward for potential and existing guests focused on the achieving the best and consistent overall experience associated with the Tommy's Express brand.
What can Tommy's offer you?

• Base pay and eligibility for annual profit-sharing bonus
• Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance
• 401k match and complimentary financial planning services
• Paid time off and paid holidays
• Opportunity for continued education and tuition assistance
• Valuable learning and development program
• Significant ability to grow internally for motivated and strong performing team members
• Fun, energetic, family-oriented work culture with an emphasis on team member morale
• Growing nationwide brand / presence

Position Responsibilities:

• Develop and implement innovative strategies to enhance guest experience across all touch points from on-site retail through guest support
• Partner with cross-functional leaders to define and execute strategies to improve and enhance customer experience
• Analyze customer data and trends to identify opportunities for service differentiation that create a competitive edge
• Conduct thorough market research and data to anticipate future trends, identify disruptive technologies, and support ongoing improvement in the wash experience
• Define and track key performance indicators (KPIs) to measure success as well as analyze data to identify areas for improvement and iterate constantly on strategies
• Lead Guest Services team ensuring a positive experience for every guest
• Collaborate with other leaders and provide input on guest-facing projects, programs, technology within retail marketing, digital, and technology
• Other duties as assigned; duties and responsibilities may change at any time with or without notice.

Position Qualifications & Candidate Attributes:

• Bachelor's degree in marketing, communications or related field
• Proven track working in the retail guest experience industry and has examples of how work impacted the business 7+ years' of management experience with ability to build and manage a department
• Proficient with technology; experience within database systems or Zendesk a plus
• Excellent written and oral communication skills
• Process-oriented and strong collaborator with ability to communicate and manage well at all levels of the organization and across various departments
• Strong organizational and time management skills; ability to multitask and prioritize workload
• Highly adaptable with strong problem-solving and critical thinking skills; ability to exercise good judgment and make sound data-backed decisions
• High level of integrity and dependability with a strong sense of urgency and results-orientation
• Views customer care as high priority; exhibits a positive can-do attitude
• Displays a strong initiative and drive to identify gaps and fill them

Work Environment and Physical Demands
This job operates in a professional office environment. Office hours are Monday through Friday from 8:00am - 5:00pm. This position has limited travel expectation and may incur varying work environments and physical demands operating in all areas of the car wash facility, including both indoor and outdoor work at times.
To successfully perform the essential functions of this job, team member must be able to:

• Work and commute in all weather conditions
• Able to effectively communicate, listen, detect, converse with, discern, convey, express oneself and exchange information
• Able to walk, bend, twist, turn, stoop, climb steps, reach with hands, use hands to fingers
• Work in a fast-paced environment where they will often be multitasking
• Move about inside the office to access and use standard office equipment
• such as computers, phones, photocopiers, filing cabinets, etc.
• Constantly operate a computer and other office productivity machinery such as keyboard, copy machine and printer
• Remain in a stationary position 50%+ of the time, alternating between sitting and standing
• Ability to move and lift up to 30 pounds
• Drive between company locations and/or clients, vendors or suppliers as needed while on job
• Stand and move about inside fast-paced car wash environment
• Tolerate vibrating tools and louder than normal work environment at times

Overview of Tommy's Family of Companies:
Tommy's Express is a national franchise for outstanding car washes and car care services. Powered by industry leading technology and decades of experience and planning, Tommy's Express car washes deliver a cutting-edge car wash experience unlike anything you've encountered before. Our fully automatic washes feature advances including the easy-loading car wash dual belt conveyor, wide open car wash bay for natural lighting, advanced presoak and sealer services, and free high-power self-serve vacuums on site.
Tommy's Express Operations consists of eleven Tommy's Express car wash locations in the following states, Michigan (8), Ohio (1), Florida (1), Texas (1). This is a quickly growing operation with intentions to open or acquire 3-5 new locations per year.
Tommy Car Wash Systems ("TCWS") is the power behind our Tommy's Express equipment. TCWS is a team of passionate car wash professionals working to create opportunities for our partners to become the best car wash operators they can be. We provide modular building designs, robust stainless-steel car wash equipment, an advanced Wash Club license plate reader system, the Tommy Transporter belt, high performance wash detergents, and an industry-leading franchise opportunity. At Tommy Car Wash Systems, we have a solution for almost any size operator. Our team has assisted in the development of hundreds of some of the most successful car washes around the world. Together, Tommy's Express and Tommy Car Wash Systems make up the Tommy's Corporate brand, headquartered in Holland, MI.