Jeff Pepperney

Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership. Achieved #1 national ranking in the business category and expanding US locations by 37%.

• Cultivated strong relationships with Franchise Business Owners to foster collaboration and maximize resources increasing satisfaction (-53 NPS to +64 NPS).
• Initiated strategy to drive company growth 91% to $250M and increase market share by 33%.
• Developed innovative sales and marketing strategies to facilitate business expansion awarding 125 new locations.
• Prepared annual budget forecasts and monitored performance to meet organizational objectives.
• Hired and managed employees to maximize productivity while training staff on best practices and protocols.

As President for the Sears Franchise Business, fulfilled a critical role responsible for the overall strategy of the organization, interprets strategy into business needs and implements plans consistent with long term interest of the franchise organization.

• Directs the organization of over 400 franchise markets driving over $100MM in sales, with a focus on the Carpet Cleaning, Air Ducts, Garage Solutions, Maid Service and Handyman Services brands.
• Outstanding and exceptional results, assuming a lead role in helping franchisees to grow their businesses and achieve success; developed and deployed tools aligned with individual market needs while bolstering quality and customer care processes.
• Built a dedicated, action-oriented employees base and executive team by instilling a culture of open dialogue and collaborative problem resolution that fostered confidence and trust with both internal and external stakeholders (employees and franchisees) which insured business continuity and corporate success. Achieved 93% franchisee renewal rate and 94% employee satisfaction success.

A demonstrated record of success and achievement at this Fortune 200 corporation, marked by a series of promotions to positions of increased influence, authority, and accountability.

• Served as the architect of the Sears Selling Strategy that improved the consistency and quality of the sales process, coupled with a sales enablement strategy that improved the Garage business from $44MM to $50MM and the Air Duct business from $16MM to $18MM.
• Increased revenue by $5MM through a large-scale implementation of a new field management operating platform. Led the cross functional team from conception to adoption. Developed the business case and growth model for presentation to acquire executive sponsorship and necessary funding for full integration.
• Improved customer loyalty and satisfaction by 24% and increased overall brand reputation through the development and execution of the brand satisfaction promise strategy.

Promoted to manage the operations of the Garage line of business, with an emphasis on securing new franchise agreements and implementing a framework of support and engagement to facilitate continued growth of franchised locations in over 100 markets. Directed the efforts of field teams that served as business advisors to franchises.

• Skyrocketed franchise revenue from $28MM to nearly $44MM through the adoption of formal franchise owner onboarding programs, processes, and best practices; retained outside vendors to lead training while providing field support, product knowledge tools, and other infrastructure to guide owners through growth.
• Improved customer service and developed a pipeline of referral opportunities for franchise locations; innovated a lead generation program that produced 30,000 leads for the network of franchisees and had the effect of increasing the per-order transaction price, supplementing repair services with opportunities to sell new garage doors.
• Overall, from 2011 to 2015, sold 42 franchise territories and expanded revenue by 37% and member satisfaction by 43% before being promoted to a role in charge of all franchise markets for five lines of business.

Coordinated and led the efforts of 10 direct reports and 150 employees engaged in management, technical, sales, and operations roles throughout Ohio, Pennsylvania, Kentucky, and West Virginia. Maintained P&L responsibility for $25MM in annual revenue from services provided under warranty and support plans.

• Excelled in all performance metrics, overseeing the district management team to reach and surpass targets governing revenue, cost reductions, and customer satisfaction for 200,000 clients annually. Improved customer satisfaction by 38%.
• Recognized as a Top 5 District Performer out of 37 districts in 2009.