Join a leading, global, non-profit supply chain and business services organization that partners with a major international food service network. We are seeking an exceptional, high-autonomy Franchisee Engagement Manager to be a trusted ambassador across NSW and ACT.
This is a critical, F2F relationship-building role focused on regaining ground and building trust by demonstrating how strategic activities influence the Franchisee's P&L and profitability. You will be directly managing relationships with a network of approximately 390 stores across the territory, with a significant mix of single and multi-unit owners.
Key Focus Areas & Challenge
- Account Management: The primary function of this role is high-level Account Management and Relationship Building. It's about proactive engagement and enhancing customer service for the Franchisees."
- P&L & Value Creation: Translate complex supply chain, food cost, distributor performance, and quality management data into clear value propositions for store owners.
- F2F Engagement: Drive proactive, scheduled engagement (KPI measured by meeting uptake) focused on improving the franchisee's life. This is a strategic relationship role, not an in-store operations role.
- "Holding Positions in Both Directions": You must have the communication skills and resilience to effectively communicate Franchisee needs internally (shaping team commitment) while also standing firm and articulating difficult information back to customers when necessary.
- Territory Management: Manage and service a large geographical territory, requiring frequent travel across NSW/ACT.
- Experience Priority: Proven success in a QSR/Hospitality Management, Multi-Site Operations, or Supply Chain Management role. Store management experience with a strong operational and customer-focused ethos is highly relevant.
- Technical Empathy: Deep understanding of the food service and supply chain environment to empathise with the complexities faced by Franchisees would be an advantage.
- Stakeholder Expert: Exceptional ability to build and maintain relationships with Franchisees (the customer) and the local brand management team (a key stakeholder).
- Action-Oriented: A pragmatic, straight-forward problem-solver focused on driving practical solutions and enhancing customer service to make Franchisees "feel the love."
- Compensation: Competitive Salary Package (including Base, Super, Bonus and Car Allowance) designed to attract top-tier talent.
- Incentive: 10% annual bonus structure based on KPIs (including F2F meeting uptake and customer satisfaction), paid annually.
- Territory: Managing approximately 390 stores across a large geographical area.
