SUMMARY OF RESPONSIBILITIES
This role is responsible for leading Operational Excellence including Brand Standards, Quality Products, Food Excellence and Guest Experience. This position is responsible for supporting a group of franchisees to drive franchisee sales and profits by leading all corporate programs and initiatives, including national promotions, coop leadership, inventory, brand and guest hospitality and food safety standards.
The Franchise Business Leader will conduct regular meetings with franchisees to discuss state of the business, goal setting and provide tactics to improve overall sales, profits, and cafe operations. Included in the scope of responsibilities is coordinating with on-site team members who are assigned to assist with the new cafe opening process; implementation of all pre-opening activities to ensure adherence to a successful and timely opening; consultation with cafe management and ownership regarding the opening process. This position also includes conducting operations audits; coordination with team members conducting operations audits; monitoring progress on improvements; holding franchisees accountable for operational standards.
ESSENTIAL JOB RESPONSIBILITIES
- Champion of the brand values. Demonstrate our values during all cafe visits and celebrate the teams when they demonstrate the values
- Builds and maintains positive working relationships with franchisees, influencing performance by providing timely coaching feedback and critical support that builds overall franchisee capability
- Increases sales and revenue by developing relationships with key decision makers and, through consultation, provides solutions to drive performance
- Provides ongoing business consultation to franchisees including face-to-face quarterly business reviews, linking business decisions with results
- Continually strives to improve franchise operations focusing on café profitability, operational excellence, and guest service leading to SMART action plans
- Breaks down targets into relevant, cafe level goals
- Drives the implementation of all company initiatives by motivating and supporting the franchisee to develop action plans that meet operational objectives
- Actively shares and assists franchisees in adopting best practices
- Conducts consultation with franchisees regarding preparation of actions plans, gains commitment for correction, and clearly defines consequences for non-compliance Effectively solve problems and coach franchisees by asking questions and gaining insight
- Ensures franchisees becoming multi-unit are prepared operationally and have an effective support or infrastructure in place
- Responsible for providing oversight with the franchisee, in coordination with the Operations Consultant, regarding both pre-/post activities for new cafe openings
- Prioritize and prepare action plans for any new cafe performing below planned sales performance, including operational assessment and local store marketing plans in partnership with field marketing managers
REQUIRED EXPERIENCE
- 5+ years of management experience leading a team of 6 or more, including training and coaching, along with strong leadership and communication skills
- Strong organizational, interpersonal, problem solving and influencing skills
- 5+ years of Direct experience working in restaurants, cafes, departments or units, P&L, inventory, operations, and customer service
- Experience in a multi-unit environment, knowledge of retail or restaurant industry operations and financial reporting
- Working knowledge of restaurant/cafe compliance and inspection or auditing programs.
- Proven record of leading a quality restaurant/cafe operation
EDUCATIONAL REQUIREMENTS
- Bachelor’s degree preferred
REQUIRED LICENSES, CERTIFICATES, OR KNOWLEDGE
- ServSafe certified.
- Comprehensive knowledge of requirements and provisions of franchise agreements
- Ability to communicate (verbally and written) clearly and effectively in all situations with strong interpersonal skills
- Demonstrable negotiating/influencing skills
- Must be proficient with Microsoft Office Suite programs (Excel, Word, and PowerPoint)
- Demonstrable training experience, specifically in restaurant/cafe operations
- Strong reasoning, analytical and active problem-solving techniques
- Ability to interpret and understand policies and procedures and relate them to others
- Ability to multi-task effectively prioritizing work against deadlines
- Proven ability to build solid relationships and work effectively with others at all levels of an organization
WORKING CONDITIONS
- 75%+ travel
- Must be comfortable working in a small company, fast-paced, and collaborative environment
SAFETY HAZARDS OF THE JOB
- Minimal hazards - general office and cafe working conditions
BUDGETARY RESPONSIBILITY
This position will be responsible for a set budget on travel. All expenditures will be properly documented, approved and submitted for reconciliation.
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