Franchise Operations Manager | Manila

POSITION PURPOSE

The Franchise Operations Manager oversees franchise operations, ensuring compliance with statutory and brand standards, driving growth strategies, and providing support systems to franchisees. This role fosters strong franchise relationships while ensuring the operational and financial success of the franchise network.

BASIC FUNCTIONS

Franchise Development:

• Identify and evaluate potential franchise opportunities.
• Lead the onboarding and training process for new franchisees.
• Develop and implement strategies for franchise growth and expansion.

Operations Oversight:

• Monitor and ensure franchise operations align with company standards and regulatory requirements.
• Conduct regular audits to maintain consistency in quality, service, and brand representation.
• Provide guidance to franchisees on day-to-day operational challenges.

Franchisee Relationship Management:

• Build and nurture strong relationships with franchisees.
• Serve as the primary point of contact for franchisee inquiries, support, and conflict resolution.
• Organize regular meetings or training sessions to share updates and best practices.

Compliance Management:

• Ensure adherence to legal, regulatory, and company policies.
• Update and enforce franchise agreements and operational manuals.
• Address compliance issues and recommend corrective actions as needed.

Financial Oversight:

• Analyze and monitor the financial performance of franchises.
• Support franchisees with budgeting, cost control, and revenue generation strategies.
• Ensure timely reporting of royalties, sales, and financial data.

Marketing and Branding Support:

• Collaborate with the marketing team to design and execute campaigns for franchises.
• Ensure uniformity in branding and promotional materials across all franchise locations.
• Analyze the impact of marketing efforts and recommend improvements.

Market Analysis:

• Conduct research on market trends, customer behavior, and competitive activities.
• Identify opportunities for franchise growth and improvement based on data insights.
• Recommend strategic actions to maintain market competitiveness.

Training and Development:

• Develop and deliver training programs for franchisees and their staff.
• Ensure ongoing professional development to improve operational efficiency.

Problem Solving and Decision Making:

• Address operational, financial, or compliance-related issues faced by franchisees.
• Develop and implement solutions to ensure franchise sustainability and profitability.

Technology and Systems Management:

• Train franchisees in the use of company tools, such as POS systems and CRM software.
• Monitor technology usage and recommend upgrades to enhance efficiency.

KEY RESPONSIBILITIES

1. Franchise Development and Growth

• Identify and evaluate potential locations and markets for new franchise opportunities.
• Develop and execute franchise expansion strategies to achieve growth objectives.
• Lead the franchise onboarding process, including training and operational setup.
• Oversee the development of franchise manuals and operational guidelines.

2. Operations and Compliance Management

• Ensure franchisee adherence to legal, regulatory, and company compliance requirements.
• Conduct regular audits of franchise operations to maintain brand standards.
• Provide actionable feedback and corrective action plans to franchisees when necessary.

3. Relationship and Stakeholder Management

• Serve as the primary liaison between franchisees and the corporate team.
• Build strong partnerships with franchisees to foster mutual trust and operational success.
• Organize and lead regular meetings, workshops, and performance reviews with franchisees.

4. Marketing and Brand Support

• Collaborate with the marketing team to design and implement local and regional campaigns.
• Monitor the effectiveness of marketing initiatives and adapt strategies for improvement.
• Ensure all franchises maintain consistent branding and product quality.

5. Financial Planning and Performance

• Analyze franchise financial performance and identify areas for optimization.
• Provide guidance on budgeting, cost control, and revenue growth.
• Oversee the accurate and timely reporting of sales, royalties, and other financial data.

6. Market Analysis and Strategy

• Conduct market research to identify emerging trends and assess competitive landscapes.
• Provide insights and recommendations to support strategic decision-making by the EVP/CEO.
• Monitor customer feedback and incorporate it into franchise improvement initiatives.

7. Technology and Systems Management

• Manage franchisee interactions using Customer Relationship Management (CRM) software.
• Train franchisees on the effective use of company systems, such as POS and inventory management.
• Evaluate and recommend technological upgrades to improve efficiency and operations.

8. Contract Negotiation and Administration

• Negotiate franchise agreements with potential franchisees to ensure mutually beneficial terms.
• Ensure franchise contracts are up-to-date and compliant with legal standards.
• Resolve disputes or contract-related issues with franchisees.

9. Company-Specific Duties

• Ensure uniformity in product quality, customer service, and operations across all client's franchises.
• Collaborate with the supply chain to streamline inventory management and ensure timely delivery of signature products.
• Design programs to enhance customer satisfaction and improve franchisee performance metrics.

REPORT GENERATION

1. Monthly Franchise Performance Report

• Sales Performance: Monthly sales figures, year-to-date comparisons, and trends.
• Profitability Metrics: Gross and net profit margins for each franchise.
• Operational Metrics: Customer satisfaction scores, quality audit results, and compliance status.
• Franchisee Feedback: Summary of issues or concerns raised by franchisees.
• Recommendations: Actions to improve underperforming franchises.

2. Quarterly Market Analysis Report

• Market Trends: Emerging opportunities, customer preferences, and competitor analysis.
• New Opportunities: Potential areas for franchise expansion, with supporting data.
• Challenges: Market threats or changes affecting franchise performance.
• Strategic Insights: Recommendations for adapting to market conditions.

3. Audit and Compliance Report

• Compliance Audit Results: List of franchises audited and compliance ratings.
• Non-Compliance Issues: Detailed description of issues identified and corrective actions taken.
• Updates to Standards: Any changes in regulations or company policies affecting operations.

4. Financial Health Report

• Revenue and Expenses: Breakdowns by franchise location.
• Royalty Payments: Status of royalty collections and any overdue payments.
• Financial Variances: Analysis of deviations from budgets and forecasts.
• Support Recommendations: Financial assistance or training needs for struggling franchisees.

5. Marketing and Promotion Report

• Campaign Results: Metrics such as customer engagement, foot traffic, and sales impact.
• Marketing ROI: Cost vs. benefit analysis of recent promotional activities.
• Franchise Participation: Summary of franchise involvement in marketing efforts.
• Future Plans: Recommendations for upcoming campaigns.

6. Training and Development Report

• Training Sessions Conducted: Number of franchisee and staff training sessions.
• Participant Feedback: Ratings and comments on training quality.
• Skill Gaps Identified: Areas requiring further development.
• Proposed Initiatives: Plans for future training and professional development.

7. Incident and Resolution Report

• Nature of the Incident: Description of operational, financial, or compliance issues.
• Impact Assessment: Financial and reputational effects.
• Resolution Steps: Actions taken to address the incident.
• Prevention Plan: Strategies to avoid similar issues in the future.

8. Franchise Expansion Report (As Needed)

• New Franchise Openings: Locations launched, challenges faced, and initial performance.
• Pipeline Status: Updates on franchise candidates and territories under negotiation.
• Recommendations: Adjustments to the expansion strategy based on market conditions.

QUALIFICATIONS/TRAINING AND EDUCATION

• Bachelor's degree in Business Administration, Management, Marketing, or a related field.

EXPERIENCE

• Minimum of 5 years of experience in franchise management, operations, or a related field. Experience in food and beverage franchising is a plus.

SKILLS AND ABILITIES Core Skills:

• Negotiation: Strong negotiation skills to secure favorable franchise agreements.
• Interpersonal Skills: Ability to build and maintain strong relationships with franchisees.
• Strategic Thinking: Ability to develop long-term strategies for franchise growth and sustainability.

Functional Skills:

• Franchise Development: Expertise in developing and implementing franchise growth strategies.
• Compliance: Proficiency in ensuring franchise operations comply with legal and regulatory requirements.
• Marketing Knowledge: Understanding of marketing strategies to support franchise growth and satisfaction index.

Technical Skills:

• Market Analysis: Ability to analyze market trends and identify potential franchise opportunities.
• CRM Systems: Proficiency in using customer relationship management (CRM) software to manage franchisee relationships.
• Financial Planning: Skills in financial analysis and planning for franchise operations.

TASK LIST

1. Franchise Development and Management

Identify and assess potential locations for new franchise opportunities.

Develop and implement growth strategies to expand the franchise network, focusing on high-potential areas for the company.

Oversee the onboarding process for new franchisees, ensuring alignment with the company's standards and values.

Provide training programs for franchisees to enhance operational efficiency and brand compliance.

2. Compliance and Statutory Management

Regularly audit franchise operations to ensure adherence to legal and regulatory requirements.

Ensure compliance with the company's operational standards, including product quality, food safety, and customer service.

Develop and update franchise manuals to reflect updated compliance requirements and best practices.

3. Relationship Management

Build and maintain strong relationships with franchisees, acting as a liaison between them and the company.

Address franchisee concerns promptly and effectively to maintain satisfaction and operational harmony.

Host quarterly meetings or workshops for franchisees to share updates, best practices, and performance reviews.

4. Marketing and Brand Support

Collaborate with the marketing team to develop region-specific campaigns for the company, ensuring alignment with the brand image.

Monitor the effectiveness of local marketing efforts and provide feedback for optimization.

Implement strategies to increase franchise satisfaction, including promotions tailored for franchise locations.

5. Financial Oversight

Analyze franchise financial performance and provide recommendations for improvement.

Assist franchisees with financial planning, including budgeting, cost control, and profitability analysis.

Ensure franchisees adhere to financial reporting requirements, including timely submission of sales data and royalties.

6. Market Analysis and Strategic Planning

Conduct regular market research to identify emerging trends and competitor activities.

Provide data-driven insights to EVP/CEO for strategic decision-making related to franchise expansion and operations.

Evaluate customer feedback and market demand to adapt products and services for the company's stores.

7. Use of Technology and Systems

Manage franchisee relationships through CRM systems to maintain detailed records of interactions and performance metrics.

Train franchisees on the use of company-provided systems, such as inventory management and POS software.

Regularly review technology implementations and suggest upgrades for efficiency.

8. Negotiation and Contract Management

Negotiate franchise agreements to secure terms that benefit both the franchisee and the company.

Ensure franchise agreements are legally binding and up to date with the latest terms and conditions.

9. Company-Specific Responsibilities

Ensure consistency in the product offerings across all franchise locations, maintaining the unique selling points of the company.

Monitor inventory management to avoid stock-outs or overstocking, especially for signature items like specialty bread and donuts.

Develop regional partnerships to support franchisees with supply chain efficiency and cost- effectiveness.

Focus on customer experience, implementing surveys and tools to measure satisfaction across franchise locations.