Franchise Operations Manager

Position Overview

Oversees the operations and performance of franchised locations within the assigned region, ensuring consistency, efficiency, and compliance with brand standards.

Key Responsibilities:

• Supervise and support franchisees to ensure compliance with Brand standards, operational procedures, and company policies.
• Conduct regular site visits to evaluate performance, cleanliness, customer service, and adherence to franchise agreements.
• Identify, resolve, and recommend solutions to any technical or operational issues related to franchisee operations.
• Analyze performance indicators derived from Operational Audits and Mystery Shopper visits.
• Monitor that all franchised points of sale consistently maintain Brand image, product quality, and customer experience standards.
• Coordinate with the Training and Quality teams to provide input on reinforcement needs or corrective actions required for franchisees networks.
• Prepare performance and follow-up reports.
• Analyze overall market and environmental conditions (shopping centers, competitors, trends).

Requirements

• University degree in Business, Marketing and Communication, International Relations or similar
• Fluent in Malay, Fluency in English.
• Spanish is preferable
• Project management and/or F&B Experience is preferible
• Driver license
• Availability to travel locally and internationally (50%)
• More than 5 years working experience preferible in international franchisee environment
• Problem solving skills
• Results-oriented, with constant and persistent supervision and follow-up