Regional Franchise Success Manager

Job Description:

Urgent Job Opening
Job Title: Regional Franchise Success Manager (RFSM)
Department: Franchise Operations & Store Excellence
Location: Region-Based (Travel Mandatory)
Reporting To: National Operations Head / CEO

About the Role

The RFSM will be responsible for managing 10+ franchise stores, ensuring each store performs on revenue, operations, and customer experience. This role acts as the ground-level owner of franchise success post store launch.

🔷 Role Objective
To ensure the overall health, profitability, operational discipline, and brand compliance
of all LaundryTO franchise outlets within the assigned region.
The RFSM is accountable for:
✔ Revenue performance
✔ Operational compliance
✔ Grooming & service discipline
✔ Customer satisfaction
✔ Store audit scores
✔ Franchisee relationship management
✔ Risk store turnaround
This is a P&L + Performance + Brand Protection role.

🔷 Core Responsibilities

1⃣ Store Health Monitoring (Primary Responsibility)
Monitor and review:
 Weekly revenue vs target
 Delivery SLA compliance (48–72 hrs)
 Rewash ratio
 Fabric damage cases
 Google rating score
 Customer complaint frequency
 Grooming compliance score
 Store audit score
 POS usage discipline
 Billing compliance
Maintain a Region Store Health Dashboard updated weekly.
2⃣ Revenue Growth & Profitability
 Drive revenue growth in underperforming outlets
 Identify revenue leakage
 Support local marketing initiatives
 Monitor average ticket size
 Improve repeat customer ratio
 Assist in corporate/B2B tie-ups
Target: Region-level revenue growth month-on-month.
3⃣ Operational Excellence
Ensure strict adherence to:
 Fabric segregation protocol
 Chemical handling standards
 Machine load discipline
 Tagging & tracking accuracy
 Final quality check before dispatch
 Packaging standards
 Store hygiene & backend cleanliness
Conduct monthly operational audits.
4⃣ Franchisee Relationship Management
 Conduct weekly review calls
 Identify financial or operational stress signals
 Guide franchisee on cost optimization
 Ensure franchisee follows brand standards
 Escalate serious non-compliance to HO
5⃣ Service & Grooming Compliance
 Monitor staff grooming
 Ensure greeting protocol compliance
 Reduce behavioral complaints
 Train store managers on service standards
 Conduct surprise store inspections
6⃣ Risk Store Identification & Turnaround
Identify:
 Revenue drop trends
 High complaint stores
 Poor audit score outlets
 Low Google rating stores
Prepare:
 30-day corrective action plan
 Weekly monitoring sheet
 Escalation matrix if no improvement
7⃣ Marketing & Lead Closure Monitoring
 Ensure leads provided by HO are properly followed up
 Monitor closure ratio
 Review local marketing spend
 Ensure store-level revenue marketing initiatives
 Track campaign ROI
8⃣ Reporting & Review Structure
Submit:
 Weekly Store Health Report
 Monthly Region Performance Report
 Risk Store List
 Action Plan Tracker
 Achievement & Highlight Summary
Attend weekly CEO review meeting with data-backed presentation.

🔷 Detailed KPIs (Performance Measured
On)

📊 Revenue & Financial
 Region Revenue Growth %
 Target Achievement %
 Repeat Customer Growth
 Average Bill Value Growth

📊 Operations
 SLA Compliance ≥ 95%
 Rewash Ratio ≤ 5%
 Fabric Damage Cases = Zero tolerance (negligence)
 Audit Score ≥ 85%

📊 Customer Experience
 Region Google Rating ≥ 4.5
 Complaint Resolution TAT ≤ 48 hrs
 Reduction in repeat complaints

📊 Grooming & Discipline
 Grooming Compliance ≥ 90%
 Greeting Protocol Compliance ≥ 95%
 POS Compliance 100%

📊 Franchise Health
 Zero store shutdown due to negligence
 No billing irregularities
 Timely reporting by franchisees
 Strong franchise satisfaction score

🔷 Authority Level
RFSM is authorized to:
 Issue warning notice to non-compliant store
 Recommend penalty for SOP violation
 Recommend operational intervention
 Escalate termination cases to HO

🔷 Required Skills
 Strong operational understanding
 Data analysis & reporting capability
 Franchise handling experience
 Conflict resolution skills
 Leadership presence
 Strong follow-up discipline
 Ability to travel extensively

🔷 Preferred Experience
 Multi-unit retail operations
 Franchise network management
 Laundry / F&B / Salon / Retail chain experience
 4–8 years operations background