Franchise Performance and Brand Standards Manager

Description:

Job Summary

The Franchise Performance and Brand Standards Manager is responsible for strengthening franchise performance and ensuring consistent execution of brand and operational standards across franchise locations. This role builds trusted relationships with franchise owners while maintaining clear accountability for compliance, performance, and the overall integrity of the brand.

The ideal candidate is a confident, personable communicator who can coach and support franchisees while navigating difficult conversations, addressing compliance concerns, and ensuring appropriate follow-through.

Key Responsibilities

• Brand Standards & Compliance: Conduct franchise location evaluations and audits to assess compliance with brand, operational, customer experience, facility, and visual identity standards. Document findings, communicate corrective actions and deadlines, monitor progress, and escalate significant or unresolved concerns when appropriate.
• Franchise Relationships & Accountability: Build credible, collaborative relationships with franchise owners while maintaining clear expectations and accountability. Provide constructive feedback, navigate difficult conversations, and remain firm and consistent when standards are not being met.
• Performance Consulting: Partner with Franchise Business Coaches to analyze KPIs, P&L statements, sales data, and operational trends and develop practical strategies to support revitalizations, rebrands, and performance improvement.
• Cross-Functional Partnership: Collaborate with Franchise Business Coaches, Operations, Marketing, and other internal teams to address franchise performance and compliance concerns and ensure consistent communication across the franchise network.
• Documentation & Continuous Improvement: Maintain accurate records of evaluations, compliance concerns, corrective actions, and franchise initiatives. Identify recurring trends and recommend improvements to processes, resources, training, or communication.
• Other Duties: Perform other job-related duties as assigned to support the success of the broader business objectives.

Requirements:

Qualifications and Education Requirements

• 3–5 years of experience in franchise operations, multi-unit operations, account management, field operations, business consulting, hospitality, retail, fitness, or a related environment.
• Experience building productive relationships with business owners, clients, operators, or other external stakeholders.
• Strong interpersonal and communication skills with the ability to build relationships, deliver constructive feedback, resolve conflict, and influence without direct authority.
• Strong judgment, organization, attention to detail, and follow-through.
• Ability to interpret business performance metrics, including P&L statements, sales trends, and KPIs.
• Ability to manage multiple locations, projects, priorities, and deadlines.
• Willingness and ability to travel approximately 25% to franchise locations.

Skills and Competencies

Brand Standards & Compliance

• Compliance auditing and quality assurance
• Corrective action management and documentation
• Consistent application of brand and operational standards
• Strong attention to detail and follow-through

Problem Solving & Judgment

• Critical thinking and practical problem solving
• Sound judgment and decision-making
• Appropriate escalation of significant concerns

Communication & Relationships

• Franchisee and stakeholder relationship management
• Clear, confident, and professional communication
• Conflict resolution and difficult conversations
• Coaching and influencing without direct authority

Accountability & Integrity

• Ability to balance partnership with accountability
• Confidence to remain firm when standards are challenged
• Professionalism, integrity, and emotional intelligence

Results & Performance

• Business and financial acumen
• KPI and P&L analysis
• Operational performance improvement
• Project and priority management