Franchise Area Manager

Staff Solutions; Wes-Kaap; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Staff development

Job summary

Staff Solutions seeks an experienced Franchise Relationship Manager to lead franchisee relationships, operations, and compliance across multiple sites in South Africa. You will drive training, store openings, and commercial performance while upholding brand and customer experience standards.

The role requires strong leadership, field presence for visits, and the ability to implement corrective actions and continuous improvements across the network.

Qualifications

• Diploma or equivalent qualification in Business Administration, Retail Management, Sales, Marketing, Operations Management or related field preferred.
• Minimum 5 years' experience in retail, franchise, sales, operations or business development.
• Experience with franchisees or franchise environments is highly advantageous.
• Experience in multi-site retail operations and new store openings is preferred.
• Experience in training, coaching and operational auditing.

Responsibilities

• Franchisee Relationship Management: build and maintain strong relationships; act as primary operational contact; conduct visits.
• Franchise Operations & Compliance: ensure SOPs compliance; monitor stock, cash handling, admin, customer service, health & safety and staff management.
• Store Audits & Corrective Actions: conduct audits; identify non-compliance and monitor corrective actions.
• Training & Development: assess training needs; develop and implement training plans; onboarding.
• New Store Openings: support pre-opening readiness; coordinate store requirements; ensure branding and systems readiness.
• Franchise Sales & Business Development: identify opportunities; maintain pipeline; assess suitability and capabilities.
• Franchise Growth & Commercial Performance: monitor purchasing; analyze trends; develop action plans.
• Brand & Customer Experience: ensure brand and CI guidelines; monitor merchandising and customer service; mystery shopping where applicable.
• Reporting & Administration: maintain records; regular reporting on performance and issues.
• Network Development: identify market opportunities; support expansion; provide market intelligence.

Skills

Franchise relationship management

Training & development

Coaching & performance improvement

Stakeholder management

Project management

Presentation & communication

Education

Diploma or equivalent in Business Administration/ Retail Management/ Sales/ Marketing/ Operations Management

Tools

MS Office

Excel

POS systems

Job description

KEY RESPONSIBILITIES

Franchisee Relationship Management

• Build and maintain strong, professional relationships with franchisees.
• Act as the primary operational contact between Head Office and allocated franchisees.
• Conduct regular franchisee and store visits.
• Understand individual franchisee challenges, opportunities and business needs.
• Provide guidance on sales, operations, customer service and business performance.
• Identify potential issues and implement solutions before they negatively impact performance.
• Support franchisees in implementing company initiatives, campaigns and strategic priorities.
• Encourage franchisees to take ownership of their business performance and operational standards.

Franchise Operations & Compliance

• Ensure franchisees understand and comply with company SOPs, policies and operational standards.
• Monitor key operational areas including stock management, ordering, cash handling, administration, customer service, health and safety and staff management.
• Identify operational gaps and recommend corrective actions.
• Monitor implementation of new processes and SOPs.
• Work with Head Office departments to resolve operational challenges.
• Drive continuous improvement across the franchise network.

Store Audits & Corrective Actions

• Conduct scheduled store audits and operational assessments.
• Complete audit checklists accurately and consistently.
• Identify areas of non-compliance, operational risk and performance gaps.
• Provide constructive feedback to franchisees and store managers.
• Agree and monitor corrective action plans.
• Follow up on outstanding findings and ensure actions are completed within agreed timelines.
• Escalate serious or repeated non-compliance when required.
• Identify recurring issues across the network and recommend broader solutions.

Training & Development

• Assess training requirements across the franchise network.
• Develop and implement franchisee and staff training plans.
• Conduct onboarding for new franchisees.
• Train franchisees and staff on systems, SOPs, processes and compliance requirements.
• Provide training on products, sales techniques, customer service and upselling.
• Coach and support store managers in improving performance.
• Maintain accurate training records and monitor training effectiveness.

New Store Openings

• Support franchisees throughout the new store opening process.
• Manage and monitor pre-opening checklists and operational readiness.
• Coordinate store requirements with relevant Head Office departments.
• Assist with store setup, merchandising, product layout and stock positioning.
• Ensure branding, CI and operational standards are implemented correctly.
• Ensure POS, systems and reporting processes are ready before opening.
• Coordinate franchisee and staff training prior to launch.
• Provide on-site support during the opening period where required.
• Monitor the first 30, 60 and 90 days of trading and provide structured support.
• Conduct post-opening reviews and address early operational challenges.

Franchise Sales & Business Development

• Identify and develop new franchise opportunities.
• Build and maintain an active pipeline of prospective franchisees.
• Identify potential franchise territories and suitable locations.
• Generate leads through networking, referrals, market activity and business development initiatives.
• Conduct initial discussions with prospective franchisees and assess their suitability.
• Understand prospective franchisees' business experience and financial capability.
• Present the franchise opportunity professionally.
• Assist with territory, location, market and competitor assessments.
• Maintain accurate records of franchise prospects and provide regular pipeline reporting.

Franchise Growth & Commercial Performance

• Monitor franchisee purchasing and buy-in performance.
• Analyse performance trends by franchise, territory and product category.
• Identify declining, stagnant or inactive franchisees and develop action plans to improve performance.
• Identify opportunities to increase product range penetration and accessory sales.
• Drive adoption of new products and product categories.
• Educate franchisees on product opportunities and commercial benefits.
• Share best practices from high-performing franchisees across the network.
• Support initiatives aimed at increasing purchasing activity and overall business performance.
• Monitor dormant accounts and support reactivation initiatives.

Brand & Customer Experience

• Ensure franchisees comply with company brand and CI guidelines.
• Monitor store presentation, signage, merchandising and visual standards.
• Support franchisees with local marketing initiatives and promotional campaigns.
• Monitor customer service standards and recurring customer complaints.
• Assist franchisees in implementing customer experience improvements.
• Conduct or coordinate mystery shopping where applicable.
• Ensure consistent representation of the brand across the franchise network.

Reporting & Administration

• Maintain accurate records of franchise visits, audits, corrective actions and training.
• Prepare regular reports on franchise performance, compliance and key issues.
• Track franchisee performance and new store implementation.
• Maintain accurate franchise prospect and pipeline information.
• Analyse network trends and provide commercial and operational insights to management.
• Identify recurring issues and recommend improvements.
• Ensure all reporting and administration is completed accurately and on time.

Network Development

• Identify market opportunities for new franchise stores.
• Monitor competitor activity and market developments.
• Identify gaps within the existing franchise network.
• Assist with territory development and expansion planning.
• Provide market intelligence and input into franchise strategy.
• Support strategic projects affecting the franchise network.
• Contribute to improving franchise support systems, tools and processes.
• Support sustainable network growth while maintaining operational and brand standards.

MINIMUM REQUIREMENTS

Qualifications

• Diploma or equivalent qualification in Business Administration, Retail Management, Sales, Marketing, Operations Management or a related field is preferred.

Experience

• Minimum 5 years' experience in retail, franchise, sales, operations or business development.
• Previous experience working with franchisees or within a franchise environment is highly advantageous.
• Experience in multi-site retail operations preferred.
• Experience with new store openings and operational implementation.
• Experience in training, coaching and operational auditing.
• Proven sales and business development experience.
• Automotive, battery, FMCG or related retail experience will be advantageous.

TECHNICAL & CORE COMPETENCIES

• Strong computer literacy and proficiency in MS Office.
• Strong Excel, reporting and analytical skills.
• Knowledge of retail and franchise operating processes.
• Understanding of sales and customer service processes.
• Knowledge of store auditing and compliance.
• Understanding of financial and commercial principles.
• Ability to analyse business performance and identify trends.
• Strong project management and implementation skills.
• Strong presentation, communication and training abilities.
• Knowledge of POS and retail systems will be advantageous.
• Strong relationship-building and stakeholder management skills.
• Commercially minded with a focus on business growth and performance.
• Ability to work independently, manage multiple priorities and travel between franchise locations.