Franchise Business Lead

Job PurposeLead and support franchise restaurants across several countries, ensuring operational excellence, outstanding team member and customer experience, and strong financial performance. This role drives exceptional results by enhancing customer satisfaction, optimizing team engagement, and supporting franchisee success.Job ResponsibilitiesFranchise Support & Operational Management (60%)Act as the main contact and advocate for franchise owners, helping them solve operational challenges and adopt new programs.Coach teams to improve service, efficiency, and profitability.Monitor and analyze key performance indicators (KPIs) i.e. customer satisfaction, team engagement, and financial results.Develop routines for communication, change management, and performance reviews.Ensure execution of defined systems and standards.Lead a culture of feedback, coaching, and recognition.Collaborate with other departments to drive operational excellence and franchisee success.Restaurant Visits (20%)Visit restaurants to provide coaching, validate implementation of systems, and support teams.Conduct monthly or quarterly operational reviews and identify commercial opportunities.Launch and communicate key strategic projects.Support franchise business reviews and ensure best practices are followed.Project & Change Management (15%)Lead new initiatives and changes, from planning to rollout.Evaluate the impact of organizational changes and develop risk mitigation tactics.Manage all key areas of project management, including business case creation, scoping, estimation, cost, and risk management.Track and govern market initiatives.Analytics, Insights & Commercials (5%)Work with analysts to deep dive into operations performance and define key insights.Provide context and impact analytics for each initiative.Influence financial planning to prioritize operations initiatives.Support continuous improvement through data-driven decision making.Working RelationshipsInternalHead of OpsFinance teamMarketing teamCEE Ops TeamExternalFranchise partnersRestaurant facing staffKnowledge And Skill Required5+ years QSR operational experienceOperations Strategy, Business degree, or equivalent experienceProven ability in influencing multifunctional stakeholders to deliver bold resultsStrong business acumen and ability to interpret financial reportsExcellent time management and organizational skillsExceptional skill in quickly building networks and strong relationships with diverse groupsCreative problem-solving skills with the ability to learn new technical concepts quicklyExcellent communication, negotiation, and presentation skillsHighly detail-orientedSelf-starter – ability to take own initiative and follow through to meet deadlines