Position Summary
Provides operational expertise, thought leadership and influence within assigned countries and franchise organizations to achieve sales and customer count growth, operational objectives, financial results, investment requirements and development targets.
Ensures focus on Wendy’s brand reputation by leading and driving operational performance and overall customer satisfaction in all restaurants as assigned. Enforces and executes brand protection protocol and partners with franchisees to resolve issues.
Effectively utilizes data from restaurant audits, sales reports and other sources of insight to align on objectives with franchisees and achieve business goals. Builds actionable “battle plans” that are aligned with the franchisee and drive meaningful growth of the brand with the consumer in the market place.
Is knowledgeable of the training needs of the organization. Provides direction to franchise training manager to conduct needed classes. Partners with Franchisee to build their own centers of “Operational Excellence” that will help them strengthen their organization.
Key Responsibilities
Operational Excellence – On going basis conduct restaurant evaluations with franchisee operators to assess performance on Wendy’s brand standards and then coaching to make improvements. Coach, teach and expect Franchise Head of operations to implement Wendy’s core operating systems like open, midday and closing flow chart, bin charts, daily operations plans, VTA’s posted, etc. to build a culture of operational pride and excellence. Detailed walk thru to ensure food safety standards are being upheld and if need be escalated to Operations Director. Review Food Safety audit data from 3rd party to provide feedback and appropriate escalation against any risk factors or failures related to food safety, sanitation and pest control.
Country Performance and Management – Leads strategic franchise and country level planning to drive market growth and performance, brand ranking and growth through excellent operations, marketing plans, new restaurants, and enhanced facilities. Is informed on economic model and profit roadmaps of their country and provides needed leadership to improve economic model yearly. Supports franchisee leaders and coaches on operational performance and measures.
Franchise Engagement and Performance Management – Evaluate individual franchise leadership engagement, customer and employee culture, business plan quality & business review, organizational structure and provide consultation for improving overall effectiveness. Benchmarks and uses data (Audits, VOC, Financials, etc.) to lead strategic planning with franchise partners that drives customer count growth and operational excellence.
Organizational Focus/Training - Evaluates and drive individual franchisee operations excellence, as measured by customer feedback and internal evaluations. Direct franchise training manager to lead/conduct needed training classes ( Shift Manager/ GM classes) and roll out of operations initiatives to ensure the organization is actively working on growth and development of people. Provides Coaching and Training to Multi-Unit leaders (DM and above) in partnership with the franchise leadership to ensure succession plans and bench development is in place. Ensure effective training occurs for new initiatives & products to drive customer loyalty. Conducts Training Restaurant Certifications and Development days with the Franchise District Managers and Director of operations.
Development/Restaurant Growth - Work closely with regional development team to define, activate and support plans for franchisees to grow and re-image and re-invest in their restaurants using Joint Capital Planning processes, development commitments and ongoing capital investments in their restaurants.
Qualifications
Bachelors in Operations, Business Markets and Management, Finance, Supply Chain or related field
Minimum 5 years’ experience with increasing responsibility in operations management, including P&L management of multi-unit operations
Successful track record in franchise-related role, including multi-unit operations experience
Ability to lead, influence and develop organizational capability as well as achieve results with a diverse group of stakeholders
Natural capacity to quickly establish and build effective relationships across the organization
Demonstrated strategic thinking capabilities and ability to lead growth and change initiatives
Proven operating skills, financial and marketing acumen
Established influencing, consulting and communication skills; has the ability to influence, engage and motivate people
Self-motivated, results-oriented, customer focused team player, holds her or himself accountable for performance, and takes absolute ownership
High energy and ability to react to situations quickly and decisively, possessing self-confidence to be assertive when taking a position, and not afraid to make decisions
