• Manage and execute the franchise communications content calendar and intake/submission process to coordinate the review, editing, and publishing of content across brand-specific content management systems, e-news platforms, and Zendesk knowledge centers. • Maintain and continuously improve content management systems, including Zendesk and brand intranets, ensuring information is accurate, current, searchable, and accessible. • Produce and manage content for franchise newsletters, webinars, system announcements, articles, and LinkedIn, ensuring alignment with brand voice and corporate priorities. • Plan, facilitate, and execute webinars and digital events using tools such as Zoom and Google Slides, including content development, scheduling, promotion, and post-event follow-up. • Maintain the franchise CRM and distribution lists to ensure accurate segmentation, reliable message delivery, and consistent communication across franchisees, operators, and internal stakeholders. • Monitor performance metrics and engagement across communication channels, analyze trends, and recommend strategic improvements to enhance reach, clarity, and effectiveness. • Serve as the primary point of contact for franchise-facing messaging, ensuring consistency, clarity, and tone across all brands, channels, and leadership communications. • Translate complex operational, marketing, tech, legal, and corporate initiatives into clear, actionable guidance for franchise owners and operators. • Support the development and maintenance of standardized messaging frameworks, templates, and communication playbooks for executive leadership, brand teams, and field support teams. • Assist in the design and implementation of structured feedback mechanisms to capture franchisee input, sentiment, and emerging issues, and surface insights to leadership. • Support development of executive presentations, leadership updates, and system-wide communications for conferences, advisory councils, and key initiatives. • Coordinate responses to franchise-related media inquiries in partnership with leadership and external partners. • Support the development and execution of crisis communication plans, ensuring timely, accurate, and aligned messaging to franchisees and internal stakeholders during sensitive or high-impact situations. • Serve as a communications liaison across Legal, Operations, Marketing, and Executive Leadership to ensure messaging is approved, compliant, and strategically aligned. • Other duties and projects as assigned by supervisor and department heads.