Tracy Emery
Account Manager
Scottsdale,AZ
Summary
Customer-focused strategic leader with deep expertise in client success, operational excellence, and cross-functional execution. Proven ability to drive retention, streamline systems, and deliver scalable solutions that fuel growth and engagement.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Account Manager
Coldwell Banker Real Estate LLC
Scottsdale, AZ
06.2021 - 05.2025
- Managed relationships with 66 companies and 74 offices, supporting 592 agents.
- Achieved 90% adoption of brand product models by driving national marketing strategies that enhanced visibility, strengthened brand initiatives, and increased customer satisfaction and loyalty.
- Maintained compliance and enforced brand standards across all operations, achieving 100% audit pass rate and reducing brand violations by 25% year-over-year.
- Led renewal and expansion initiatives with cross-functional teams, increasing retention by 15% and driving 5% growth in new contracts.
DIRECTOR OF CLIENT STRATEGY
RCG Valuation & Monetization
Scottsdale, AZ
02.2020 - 06.2021
- Directed cross-functional collaboration among engineering, sales, and executive leadership aligning priorities to accelerate product delivery by 20% and contributed to $1M revenue growth.
- Collaborated with the COO to enhance operational systems, streamline workflows, and optimize processes, boosting efficiency and organizational performance by 30%.
- Developed and delivered comprehensive cost segregation studies, achieving 95% on-time reporting and maximizing client tax benefits.
- Led strategic initiatives as Project Manager, overseeing pipeline management, reconciliations, budgeting and long-term planning, improving organizational alignment and financial accuracy by 40%.
- Managed administrative operations, human resources, vendor partnerships, and office administration, driving seamless business support and operational efficiency.
Franchise Development Manager
Massage Envy Franchising
Scottsdale, AZ
04.2018 - 02.2020
- Guided 25+ franchise owners through exit planning during litigation-driven market distress, mitigating risk and preserving 45% of brand equity in affected regions.
- Championed brand visibility by representing the company at 12+ national and regional expos, generating a 15% increase in qualified franchise leads and strengthening industry partnerships.
- Leveraged Buxton's data intelligence platform to conduct demographic analysis, identifying 40+ high-potential site locations that improved market penetration by 20%.
- Led onboarding and operational training for new franchise owners, improving compliance scores by 30% and reducing ramp-up time by 25%.
Director of Franchise Implementation
HomeSmart International
Scottsdale, AZ
05.2015 - 04.2018
- Directed a multi-functional team across operations and training to onboard 27 new franchisees, achieving 100% systems adoption and operational readiness within 60 days.
- Implemented strategic operational improvements that reduced onboarding time by 30% and improved franchisee satisfaction scores by 18% year-over-year.
- Partnered with executive leadership the planning and execution of annual franchise conventions for 900+ attendees, aligning national leadership and franchisees around strategic initiatives and boosting post event engagement by 25%.
- Maximized royalty collection to over 98% by streamlining financial operations and implementing proactive compliance protocols.
Manager of Franchise Operations
HomeSmart International
Scottsdale, AZ
09.2011 - 04.2015
- Developed operational infrastructure aimed at facilitating franchise growth with optimized systems and processes.
- Originated franchise agreements, policies, procedures manuals, training programs, and reporting processes.
- Drove national expansion from three brokerages in two states to 27 brokerages across seven states, increasing agents from 1,000 to over 16,000 in seven years.
- Led the end-to-end drafting and execution of Franchise Disclosure Documents (FDDs) annually and franchise agreements for 23 new franchisees, ensuring 100% compliance with federal and state regulations.
- Accelerated opening times by 25% through creation of a streamlined onboarding workflow.
- Facilitated in-person training sessions for 27 new franchise owners and their staff, reinforcing brand consistency and enhancing operational effectiveness and brand loyalty.
Education
Associate of Arts - Business Administration
Stevens-Henegar College
Skills
- Operational efficiency and effectiveness
- Strategic planning and business strategy
- Effective communication skills
- Leadership and team building
- Time management and multitasking
- Problem solving and performance improvement
- Operations management and process improvement
- Verbal and written communication
- Interpersonal skills and client relations
- Training management and brand development
- Customer success and service excellence
- Regulatory compliance and franchise management
- Data analysis and site selection
Certification
Arizona Real Estate License
Professional Overview
I’m passionate about helping people and businesses thrive by building strong relationships and creating systems that make growth feel effortless. Over the years, I’ve worked with national brands, franchise owners, and real estate professionals to streamline operations, strengthen compliance, and deliver experiences that keep clients engaged and teams motivated.
What drives me most is seeing the impact of clear communication, thoughtful strategy, and collaboration—whether it’s guiding a franchise owner through a big transition, helping agents adopt new tools with confidence, or leading teams toward shared goals. I bring a hands-on, people-first approach to leadership, blending strategy with empathy to ensure success feels both measurable and meaningful.
Timeline
Account Manager
Coldwell Banker Real Estate LLC
06.2021 - 05.2025
DIRECTOR OF CLIENT STRATEGY
RCG Valuation & Monetization
02.2020 - 06.2021
Franchise Development Manager
Massage Envy Franchising
04.2018 - 02.2020
Director of Franchise Implementation
HomeSmart International
05.2015 - 04.2018
Manager of Franchise Operations
HomeSmart International
09.2011 - 04.2015
Associate of Arts - Business Administration
Stevens-Henegar College