Franchise Support Manager (Strategy & Excellence)

Zuspresso (M) Sdn Bhd; Shah Alam; On-site; MYR 180,000 - 240,000; Full time

Job summary

Zuspresso (M) Sdn Bhd is seeking a Franchise Support Manager (Strategy & Excellence) to lead improvements across the International Franchise department. The role reports to the IF Director and supervises three team members, focusing on workflow efficiency and capability building for a growing franchise network.

You will coordinate with Franchise Business Development, Operations, and HQ to deliver cross-functional projects and establish scalable processes for franchisee onboarding and ongoing

Qualifications

• Over 10 years of relevant working experience in F&B and/or Retail, focusing on internal processes, operational excellence, channel management and strategic projects.
• Six Sigma or Continuous Improvement certification is a big advantage.
• Experience in a large corporate environment and ability to navigate a matrix structure.
• Fluency in English is a must; other languages are a plus.

Responsibilities

• Own budget ownership of the Franchise Business Unit, aligned with franchisees' business plans.
• Manage franchisee lifecycle from onboarding to day-to-day operations as a channel custodian.
• Coordinate with Franchise Business Development and Franchise Operations to deliver department OKRs.
• Develop and improve tools, processes and frameworks for franchising operations.
• Enhance cross-functional collaboration with HQ departments and other central functions.
• Establish and maintain RACIs with internal and external stakeholders.
• Contribute to central function cost allocation principles and long-term franchisee motivation programs.
• Represent the department in senior stakeholder engagements.

Skills

Strategic thinking

Leadership

Six Sigma

Change management

Stakeholder management

English fluency

Job description

Franchise Support Manager (Strategy & Excellence)

This is a newly established and highly visible role in the growing International Franchise department. The role's objective is to enhance existing workflows, find efficiencies as well as grow the team's capabilities to support a large and growing number of Franchisee partners. The role reports directly into the IF Director and will have 3 team members reporting into it.

Key responsibilities

Budget ownership of the Business Unit; correlated with Franchisees' business plans

Channel management of a franchisee as a customer: supporting the rest of the Department in establishing a smooth lifecycle for ZUS Franchisees, from onboarding to day-to-day operations

Close coordination with Franchise Business Development and Franchise Operations teams to deliver on Department's objectives and key results

Own, manage, improve and create required tools, processes and frameworks for smooth Franchising operations

Improve internal coordination with the rest of the HQ departments, ensuring close collaboration and constant exchange of information and best practices – act as a bridge between the Department and other central functions

Enhance existing and create missing R.A.C.I. alignments with internal and external stakeholders

Support in development of central functions cost allocation principles

Develop long-term motivation program for ZUS Franchisees

Establish the culture and frameworks for Continuous improvement of the IF Department

Represent the department in regular internal engagements with senior stakeholders

About you

Over 10 years of relevant working experience in F&B and/or Retail environment; with focus on internal processes, Operational Excellence, Channel management and Strategic projects

Operational experience in the past, but since then worked on strategic initiatives and have an ability to view the big picture, without forgetting about operational detail

Superior stakeholder management and delivery through others skills

Self-starter mindset: you see where things can be improved and act on it without waiting for formal processes

Change management skills and Team leadership skills

Six sigma or Continuous improvement certification is a big advantage

Experience of working in a big corporate environment, comfortable working in a matrix structure

Financial planning and financial literacy

Fluency in English is a must; additional languages is an advantage

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• How many years' experience do you have as a Franchise Support Manager?
• How much notice are you required to give your current employer?