Franchisee Relationship Manager

South Asian Foods Corporation; Chennai; On-site; INR 450,000 - 850,000; Full time

Job summary

South Asian Foods Corporation in Chennai seeks a proactive Franchise Relationship Manager to nurture existing franchise partnerships, educate on SOPs, processes, product details and reporting. You will be the primary contact for franchise partners, coordinate with internal teams, and drive franchise satisfaction through structured training, strong relationship management and timely issue resolution.

The role requires coordinating with Sales and Ops, monitoring adherence to policies, maintaining

Qualifications

• Excellent communication and interpersonal skills essential.
• Experience handling franchise relationships or client servicing.
• Willingness to travel for franchise visits and training.

Responsibilities

• Educate franchise partners about the business model, SOPs, policies and processes.
• Act as primary contact for franchise queries and coordinate with internal departments.
• Coordinate with Sales and Operations to resolve operational challenges and ensure SOP compliance.
• Monitor franchise adherence to processes and guide on orders, billing and stock management.
• Maintain franchise records and prepare weekly/monthly reports; drive engagement and satisfaction.

Skills

Communication skills

Relationship management

Franchise education

Problem-solving

Coordination skills

Multi-partner management

MS Excel

CRM/ERP systems

Professionalism

Travel readiness

Job description

Job Summary

We are looking for a proactive and customer-oriented Franchise Relationship Manager to manage relationships with existing franchise partners and ensure smooth business operations. The candidate will be responsible for educating franchisees about company policies, business processes, operational procedures, product knowledge and reporting requirements.

The role involves acting as the primary point of contact for franchise partners, addressing their queries, resolving operational challenges, coordinating with internal departments and ensuring that franchisees follow the company's standard operating procedures (SOPs).

The candidate must build strong franchise relationships, improve franchise satisfaction and ensure smooth coordination between franchise partners and the company.

Key Roles & Responsibilities

1. Franchise Education & Process Training

• Educate new and existing franchise partners about the company's business model and operational procedures.
• Explain franchise processes, company policies, terms and conditions and operational guidelines.
• Train franchisees on order placement, billing, stock management and payment procedures.
• Educate franchisees about product details, pricing, schemes, offers and promotional activities.
• Explain the company's reporting systems, communication channels and escalation procedures.
• Conduct regular training sessions to ensure franchisees understand and follow company processes.
• Ensure franchise partners are updated whenever there are changes in company policies or business procedures.

2. Franchise Care & Relationship Management

• Act as the primary point of contact for all franchise-related queries and concerns.
• Maintain regular communication with franchise partners through calls, WhatsApp and meetings.
• Build strong and professional relationships with franchise owners.
• Understand franchisee challenges and provide timely support.
• Address queries related to orders, billing, payments, products, schemes and business operations.
• Ensure franchise partners receive proper guidance and support from the concerned departments.
• Maintain franchise satisfaction and improve the overall franchise experience.

3. Franchise Operations Coordination

• Monitor whether franchise partners are following the prescribed business processes.
• Guide franchisees on order placement, stock availability, billing and payment procedures.
• Coordinate with the Sales and Operations teams to resolve operational challenges.
• Support franchise partners in understanding company processes and operational expectations.
• Identify process deviations and communicate them to the concerned management team.
• Ensure franchisees receive timely updates regarding new products, pricing changes and business initiatives.

4. Franchise Performance & Engagement

• Conduct periodic calls and review meetings with franchise partners.
• Understand franchise business challenges and identify areas requiring improvement.
• Collect feedback regarding products, pricing, service quality and company support.
• Identify inactive or dissatisfied franchisees and coordinate corrective action.
• Work with the Sales team to improve franchise engagement and business continuity.
• Share franchise feedback and recurring challenges with management.
• Maintain strong relationships to support franchise retention.

5. Documentation & Management Reporting

• Maintain an updated database of all franchise partners.
• Maintain records of franchise queries, complaints and resolutions.
• Prepare weekly and monthly franchise support reports.
• Track franchise engagement and query resolution timelines.
• Identify recurring issues and recommend process improvements.
• Submit franchise feedback and escalation reports to management.

Required Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong relationship management and customer-handling abilities.
• Ability to educate and train franchise partners.
• Strong problem-solving and query-resolution skills.
• Good coordination and follow-up abilities.
• Ability to manage multiple franchise partners simultaneously.
• Proficiency in MS Excel, email and CRM/ERP systems.
• Ability to handle difficult conversations professionally.
• Strong ownership and accountability.
• Willingness to travel for franchise visits and training whenever required.

Key Performance Indicators (KPIs)

1. Franchise Query Resolution: Ensure franchise queries are resolved within the defined turnaround time.

2. Franchise Engagement: Maintain regular communication with assigned franchise partners.

3. Franchise Training: Ensure new and existing franchisees receive required process training.

4. SOP Compliance: Monitor franchise understanding and adherence to company processes.

5. Query Closure: Maintain proper tracking and closure of all franchise complaints and queries.

6. Franchise Satisfaction: Improve franchise partner satisfaction through timely support.

7. Escalation Management: Ensure critical issues are escalated promptly.

8. Reporting: Submit accurate weekly and monthly franchise relationship reports.

Ideal Candidate Profile

The ideal candidate should have experience in franchise relationship management, customer relationship management, franchise operations or client servicing. The candidate must be capable of independently handling franchise partners, educating them about business processes, resolving queries and coordinating with internal teams until issues are completely closed.

The candidate should have a service-oriented mindset, strong communication skills and the ability to build long-term relationships with franchise partners while ensuring adherence to company policies and operational standards.

Expected Outcome of the Role

• Every franchise partner should clearly understand the company's business processes.
• Franchise-related queries should be addressed and resolved within defined timelines.
• Franchise partners should receive consistent support and guidance.
• Operational issues should be tracked until closure.
• Franchise satisfaction and business relationships should improve.
• Communication gaps between franchisees and internal departments should be minimised.