We are seeking a dynamic and results-oriented Business Success & Support Manager to join our team. This role is critical to the success of our franchisees and the overall growth of our business. The Business Success & Support Manager will be responsible for recruiting new franchisees, supporting them through the onboarding process, and providing ongoing mentoring and guidance to ensure long-term success. This position involves building strong relationships with franchisees, acting as their accountability partner, and ensuring they meet key business milestones.

Principal Duties / Key Objectives

1 Franchisee Onboarding, Training and Pre launch / Post launch support: Overseeing the planning and delivery of franchise training and being present at training as well as collating and responding to pre-launch and post-launch submissions from franchisees. Whilst overall ensuring new franchisees are well-prepared to launch and grow their business.

2 Established Franchisees – Conducting business review meetings with franchisees to review and discuss their KPI achievement, setting clear realistic achievable goals and putting in place a clear action plan.

3 Training – overseeing and developing the training programme for both new and established franchisees over a 12-month planner. Develop and implement training programmes for new and existing franchise partners, covering operational procedures, marketing strategies and customer service best practices.

4 Weekly 1:1 Support: Conduct weekly one-on-one sessions with new franchisees during their first term, tracking their progress, offering guidance, and ensuring they meet key launch milestones.

5 Accountability: Serve as an accountability partner, ensuring franchisees stay on track with their marketing plans and launch timelines. Provide actionable feedback to help them achieve measurable outcomes.

6 Marketing and Enquiry Tracking: Monitor and track weekly inquiries, ensuring franchisees are driving leads effectively. Identify areas for improvement and provide necessary support to boost inquiries and lead generation.

7 Pre-Launch Submissions: Ensure that all required pre-launch submissions are completed on time. Follow up on any outstanding tasks and provide assistance to franchisees when needed.

8 Post-Launch Reporting: Review post-launch reports from franchisees, highlighting key action points and ensuring implementation of strategies to address challenges.

9 Ongoing Support: Continue to support franchisees on a bi-monthly basis after the first term, helping them progress toward their business goals and providing solutions to emerging challenges.

10 Regular Reporting: Provide regular updates to the Head Office on franchisee performance, key challenges, and progress. Maintain clear communication to align with the overall business strategy.

11 Quality Control Visits: Conduct unannounced site visits to franchise locations, offering support and ensuring that franchisees adhere to brand standards and operational guidelines. This supports with ensuring that franchisees are meeting their obligations as outlined in the franchise agreement and supports with ensuring they are compliant with their annual audits.

12 Attending franchise training in Penrith at least twice per year will be required for the duration of the week (Monday – Saturday).

13 Supporting our International and UK franchise partners will be required.

14 Attending and delivering content at regional meetings and conferences.

15 Business Development: Ability to provide business insights, identify growth opportunities, and support franchisees in improving performance.

16 Minimum Performance Targets – Franchisees are required to meet minimum performance targets each year, after their second year of trading. This role will require you to monitor the achievement of these targets and hold business review meetings for those not achieving the minimum performance targets. You will identify early on if a franchisee isn’t going to achieve this and input a early measurable action plan for the franchisee to help them achieve the target. At the end of the year those who fail to meet the requirement, you will collaborate with the franchisee to put a performance improvement plan in place.

17 Support with Exit Planning & Resale Strategies: Delivering monthly calls with franchisees looking at their exit strategies, managing the resale process ensuring the resale submissions are received and supporting franchisees with their succession plans.