Head of US Franchisee Performance

About The Role

The Head of Franchisee Performance oversees the operational performance of all franchised restaurants in the US. They lead a team of Senior Directors and Managers of Franchise Performance, collaborating closely with franchisees and corporate departments to ensure operational excellence, brand consistency, and customer satisfaction. This role develops and implements strategies to increase sales, reduce costs, and enhance operational efficiency throughout the franchise network.

This position is key to supervising the operational excellence of around 20,000 franchised restaurants and overseeing $11 billion in system sales across the US. It involves providing strategic executive leadership and direction to US Field Operations, setting the vision, and driving the development and execution of all franchise and operational initiatives while striving for continuous improvement in every facet of the business. The role also entails leading the brand's transformation into a Quick Service Restaurant (QSR) that genuinely represents a Customer Experience philosophy.

Responsible for leading a national Field Operations team of up to 200, including Senior Directors, Directors, and Managers Franchise Performance, this role fosters franchise partnerships, provides strategic business guidance, and collaborates with franchisees to enhance restaurant performance and profitability. The role involves leading, managing, and coaching field teams to guarantee the creation, execution, and finalization of training initiatives, performance assessments, and promoting cooperation with various departments to propel business expansion and achievement.

Ultimately responsible for managing and guiding Subway Franchise owners and large Multi-unit Franchise owners towards increased sales and profitability, thereby promoting portfolio growth. Collaborates with senior leadership to establish strategic goals and translate these into actionable operational plans and priorities. Engages with business leaders and operational teams to set the necessary budget, resources, and logistics management to effectively support new restaurant launches, expected sales, and the rollout of new products and innovations.

Responsibilities

• Build Sales & Profit Growth:
  • Direct Operations to align with the organization's strategic objectives through the planning and management of the company's US Operations.
  • Develop and implement an operations strategy, vision, and resources through value-added technology and processes that yield the best return on investment and ensure alignment with the company's vision, mission, and values.
  • Promote and instill accountability in franchisees to achieve specific goals for their restaurants and territories.
  • Establish objectives with franchisees that align with the company's Key Performance Indicators, initiatives, and benchmarks.
  • Ensure compliance with company programs and standards designed to enhance profitable sales, expand the customer base, and increase the average transaction value.
  • Translate high-level business goals into metrics and reports/dashboards that track progress, influence organizational behavior, promote a forward-looking strategy, and identify operational gaps or areas for improvement.
  • Ensure strategic decisions are data-driven and analytically supported.
  • Ensure that the Field Operations staff are providing guidance and education on Standard Operating Procedures (SOPs) during restaurant visits by shadowing, training, and demonstrating, leading the team to support the established Subway model.
  • Analyze and review all restaurant evaluations, operational reports, and audits. Collaborate with franchisees and coordinate with the Field Operations team to devise suitable solutions.
  • Evaluate restaurant performance in accordance with Subway's policies and procedures, analyze sales and cost data, and provide tailored recommendations to franchisees and restaurants for improvement.
  • Ensure consistent documentation of adherence to company standards, implemented enhancements, identified opportunities, suggested further improvements, and goal setting.
  • Monitor and appraise vital performance metrics and data analytics, such as sales, profitability, customer satisfaction, food safety, and regulatory adherence.
  • Provide guidance and mentorship to the field operations staff and franchise owners.
• Building Relationships:
  • Cultivate productive relationships with franchisees, territory team members, headquarters staff, and other regions' field operations.
  • Offer coaching and guidance to franchisees and Multi-Unit Owners (MUOs) to meet individual store goals and wider territory objectives.
  • Instruct franchisees, managers, and store employees about the Company's goals and initiatives.
  • Provide direction, guidance, and expertise to franchisees, staff, and field operations regarding restaurant operations, new product introductions, and program launches, as well as overseeing new restaurant openings and ownership transitions.
  • Ensure the successful implementation of all new initiatives, including product rollouts, technological updates, process improvements, marketing efforts, and the opening and refurbishment of facilities, to foster sales growth.
  • Coach, advise, influence, and inspire franchisees at a portfolio level to assist them in growing their businesses.
  • Establish connections with franchisees through various tailored approaches based on their performance and needs, such as in-person, virtual, one-on-one meetings, emails, territory and portfolio meetings, and training sessions.
  • Earn the respect of franchisees and be recognized as a valuable asset to the business and a leader in the field.
  • Coach, counsel, and influence franchisees to drive employee engagement and create a better guest experience resulting in increased traffic, repeated sales, reduced staff turnover, and overall experience.
  • Lead Territory SMO meetings, which include profitability sessions, listening groups, and MUO meetings.
  • Engage in local events and be present at crucial business meetings.
  • Effectively communicate the business vision and cultivate a highly motivated and engaged team to execute the business plan.
  • Foster a culture focused on high performance, exceptional service, and accountability.
  • Cultivate and maintain robust relationships with franchisees and corporate teams, fostering productive communication and collaboration.
  • Address and swiftly resolve operational challenges in the field, escalating them when required.
  • Collaborate with Marketing, Technology, Finance, and other essential business areas to align strategies and goals, driving the company's progress and enhancing franchisee earnings in the pursuit of operational excellence.
  • Aid in the development and implementation of marketing strategies, merchandising schemes, and promotional initiatives that resonate with the brand's image and meet customer expectations.
• Development:
  • Work with the Field Operations teams and cross-functional business teams in developing new restaurants, transferring ownership, assessing franchisee growth potential, and completing remodels within the designated territory.
  • Collaborate with the Development team and SVP to ensure the store is ready for opening upon construction completion, take and submit photos to the Development team for the final review, and conduct necessary follow-ups.
  • Support the Senior Vice President of Field Operations and various business teams in establishing new restaurants, transitioning ownership, evaluating franchisee expansion opportunities, and finalizing renovations within the assigned region.
  • Contribute to site evaluations in partnership with the Development team.
  • Collaborate with Development and Field Operations teams to pinpoint gaps and explore new format opportunities.
  • Support corporate partners and Multi-Unit Owners (MUOs with 15+ units) in remodeling and relocation initiatives.
  • Partner with Development and Field Operations teams to identify and assess opportunities for future expansion and potential transfers.
  • Manage and strengthen essential corporate partner relationships as needed.
  • Foster relationships with existing corporate and Multi-Unit Owners to support their growth efforts.
  • Consult the multi-unit owner team regarding the current owners' ability or constraints in expanding within the brand and provide guidance accordingly.