Retail Franchise Operations Manager

Role & responsibilities

1. Franchisee Store P&L Management:
• Monitor and manage the P&L of all franchisee-owned stores.
• Drive profitability through effective cost management, marketing initiatives, sales maximization, and ensuring adherence to budget.
• Analyze financial performance, including sales trends, margin analysis, and overhead expenses.
• Provide various MIS reports on financial performance of the stores to senior management to formulate the necessary business strategies.
2. Store Audits and Compliance:
• Frequent stores visits to conduct regular store audits to ensure adherence to company policies, operational standards, and financial compliance.
• Monitor the adherence to product quality, customer service, store layout, and branding standards.
• Ensure that all stores are compliant with local regulations and company guidelines, and implement corrective actions when required.
• Implement and oversee inventory management systems and processes to ensure stock accuracy and optimal stock levels.
3. Franchisee Support and Relationship Management:
• Serve as the primary point of contact for franchisees, offering support, guidance, and troubleshooting as needed.
• Build strong relationships with franchisees to foster a collaborative and productive partnership.
• Provide training and coaching to franchisee teams on operational best practices, customer service, and product knowledge.
• Identify and implement strategies to enhance franchisee satisfaction and improve store performance.
4. Frequent Store Visits and Performance Monitoring:
• Conduct regular visits to franchisee stores to ensure operational standards are met, provide support, and track performance.
• Provide on-site operational guidance, problem-solving, and troubleshooting where required.
• Monitor key performance indicators (KPIs) such as sales, customer footfall, conversion rates, and operational efficiency.
• Collaborate with store management teams to address any operational challenges or concerns.
5. Operations and Process Management:
• Oversee day-to-day store operations, including stock ordering, order fulfilment, merchandising, and store presentation.
• Ensure proper stock ordering processes are followed, manage inventory levels, and track stock movements across all franchisee stores.
• Support franchisees with inventory control and replenishment strategies to optimize stock turnover.
• Monitor and improve the operational processes to enhance the customer experience and reduce operational bottlenecks.
6. MIS Reporting and Data Analysis:
• Track and analyze sales data, competition mapping, operational performance, and other relevant metrics across franchisee stores.
• Prepare detailed reports on sales, P&L, inventory levels, and other operational data for management review.
• Use the data to identify trends, opportunities for improvement, and areas where franchisees may need additional support.
• Ensure that accurate and timely reports are submitted by franchisees, and escalate issues if required.
• Proficiency in excel is must.
7. Sales Tracking and Business Development:
• Track sales performance against targets and identify ways to improve sales at individual stores.
• Work closely with franchisees to implement promotional strategies, merchandising, and marketing campaigns to boost sales.
• Share insights on market trends, customer preferences, and competitor activities with franchisees to drive business growth.
• Recommend and implement strategies for increasing footfall, improving sales conversion rates, and optimizing store layouts.
8. Training and Development/VM:
• Conduct regular training sessions for franchisee teams on store operations, P&L management, customer service, VM and sales techniques.
• Promote a culture of continuous learning and development within the franchisee network.
• Ensure franchisee staff are trained on new products, technology, and policies.
9. Problem Solving and Conflict Resolution:
• Address and resolve operational challenges faced by franchisees, ensuring minimal disruption to store performance.
• Act as an escalation point for complex issues and work to resolve them swiftly and professionally.
• Provide feedback and support to franchisees on how to handle day-to-day operational challenges.

Key Qualifications:

• Education: Bachelor's degree in Business Administration, Retail Management, or a related field (preferred).
• Experience: Minimum of 7 years of experience in retail operations management, with at least 3-4 years in a similar role overseeing franchisee stores.
• Skills:
• Strong understanding of retail operations, P&L management, and financial acumen.
• Proven ability to manage and develop franchisee relationships.
• Excellent problem-solving skills, with the ability to make decisions quickly and effectively.
• Strong communication, negotiation, and interpersonal skills.
• Ability to travel frequently to franchisee locations for store visits and audits.
• Proficiency in using MS Excel, retail management software, and reporting tools.

Desirable Skills:

• Knowledge of the home furnishings or retail industry.
• Experience with franchise operations.
• Experience in sales tracking, inventory management, and MIS reporting.

Personal Attributes:

• Strong leadership and team management skills.
• Results-oriented, with a keen focus on driving business performance.
• Highly organized with the ability to manage multiple priorities.
• Self-motivated with the ability to work independently.
• High attention to detail and a commitment to operational excellence.