Franchise Operations Executive

Key Responsibilities

(1) Franchisee Management & Relationship Management

• Manage and maintain strong working relationships with the Company's franchisees, serving as the key point of contact between the Company and franchise partners.
• Provide ongoing operational guidance and support to franchisees to ensure their stores are operated in accordance with the Company's brand standards, SOPs and business requirements.
• Understand the operational challenges faced by franchisees and coordinate with relevant departments to provide timely solutions and support.
• Monitor franchisee performance and follow up on operational issues, improvement plans and agreed action items.
• Conduct regular communication and meetings with franchisees to understand their business needs, feedback and concerns.

(2) Franchise Store Operations & Performance Management

• Oversee the overall operational performance of assigned franchised stores and ensure franchisees comply with the Company's standards for product quality, service, hygiene and store operations (QSC).
• Conduct regular store visits and operational audits to assess compliance and identify areas for improvement.
• Analyse store sales and operational performance, identify key issues, and work with franchisees to develop and implement improvement plans.
• Guide franchisees in improving store sales performance, average spending per customer, customer satisfaction and repeat purchase rates.
• Monitor key operational indicators, including sales performance, product quality, product wastage, customer experience and overall store efficiency.
• Prepare regular operational reports and provide management with updates on franchisee and store performance.

(3) New Store Opening & Franchisee Support

• Support franchisees throughout the new store opening process, including pre-opening preparation, operational setup, staff training and launch activities.
• Guide franchisees on store setup, operational procedures, product standards, manpower planning and other pre-opening requirements.
• Ensure newly opened franchised stores comply with the Company's operational and brand standards.
• Continue to follow up with franchisees after store opening to ensure a smooth transition into daily operations.

(4) Training, Marketing & Business Development Support

• Provide standardized operational training and guidance to franchisees and their store teams.
• Assist franchisees in implementing Company-wide marketing campaigns, promotional activities and brand initiatives.
• Provide guidance on sales analysis, local marketing activities and operational strategies to improve store performance.
• Conduct competitor research and market analysis to identify opportunities for franchisees to improve their business performance and drive business growth.
• Work closely with the headquarters and relevant departments to provide franchisees with the necessary operational, marketing and business support.

Job Requirements:

• Malaysian citizen.
• Able to communicate in three languages, Bahasa Malayu, English and Mandarin.
• Minimum 2 years of relevant experience in F&B chain operations, franchise management or multi-outlet operations.
• Candidates with experience in franchise management, franchise operations or franchisee relationship management will be given priority.
• Experience in milk tea, beverage, fast food, coffee or other F&B chain brands is highly preferred.
• Good understanding of the franchise business model and store operations, including pre-opening preparation, store opening, daily operations and performance improvement.
• Experience in franchisee management, store operations, staff training, sales analysis and marketing implementation.
• Strong communication, interpersonal and problem-solving skills, with the ability to communicate effectively with franchisees and internal teams.
• Willing to travel frequently to visit and support franchised stores.
• Able to work independently, manage multiple franchisees effectively and follow up on operational matters in a timely manner.