Franchise Growth Lead

The role of KFC CEE Franchise Growth Lead is both a tactical and operational role that covers the oversight of KFC CEE Franchisees by owning the executional areas of Customer Experience Improvement,
People & Culture
, Sales & Profit Growth and Compliance through the implementation of the World Class Operations (WCO) framework.

Success will be measured through the continuous improvement and upholding of WCO KPIs (including but not limited to OSAT - taste, speed, accuracy & B2B across all sales channels, ROCC, RGM certified, SSSG/TG, 4W EBITDA…)

KFC CEE is a business with more than 1000 stores, 20 franchisees and 1.8 Bio USD with the ambition to double size by 2030.

KFC CEE Franchise Growth Lead will

Work with cross functional teams to define Franchise strategy at Market level

Foster strong partner relationships with Franchisees that cultivates an open exchange of ideas and information sharing that will help develop future programs that add value to franchise support

Build strong relationships across all facets of the organization to provide leadership Franchisee Operations Leads

Provide operational support to Franchise principal Operators from guidance on strategic direction to day-to-day operations

Develop a culture of high performing heart-led leadership to unleash Franchisee capability and growth

Franchisee Governance (60%)

Routine & Governance

Develop rhythm and routine for communication, change and performance management: KFC CEE Business Reviews process, Cross functional comms meetings, Market Visits, Know-how/comms calls and webinars, Newsletters, Recognition programs,

Is responsible for layout approval new and remodeled restaurants, and for Operation handover of New Store Opening

Own the performance management cycle from risk > to notification > to escalation > to exit

Lead cross functionally the Onboarding of New Partner and/or the Opening of New Markets.

Support

Act as key point of contact and advocate for Franchisees

Partner with franchisees to problem-solve operational challenges, providing coaching, mentoring and best practice guidance to develop short and long-term action plans effective at driving strong results

Assess partners against World Class Ops Capability and co-author plans to address KPI improvement:

Customer Satisfaction (OSAT) (including inherent drivers Taste, Speed & Accuracy) across all sales channels

Adherence to Food Safety & Operating Standards

4 Wall Profit

Influences buy-in/adoption/execution of all new KFC programs

Formulates specific implementation plans and evaluates the effectiveness of actions/programs implemented

Advocacy

Create trust & credibility-based relationships with all stakeholders

Develop an empathy-based understanding of Franchisee challenges to be their voice within the organization, while leveraging negotiation and conflict management skills with Principal Operators and Head of Operations to deliver business goals and priorities.

Update KFC Leadership on all relevant developments, recognizing progress when made

Projects & Change Management

Work collaboratively with REX (Restaurant Excellence) Lead to support change management plans for projects and/or change initiatives

Evaluate the impact of planned organizational change and identify risks and developing risk mitigation tactics

Anticipate and manage resistance to change

Own document & tracking/governance for all in-market initiatives

Restaurant visits (20%)

Combine restaurant visits with franchise operational reviews to provide coaching, identify commercial opportunities

Conduct unannounced restaurants visits to build a clear understanding of guest experience in market

Always recognize restaurant teams for their contributions

Utilize restaurant visits to follow up and validate implementation of agreed systems, tools and processes with franchise operations and HR teams.

Visit restaurants for the launch, support and communication of key strategic cross-functional projects across the BU, or when required by the LT team for the purpose of franchise business reviews

Communication & Know-How Building (15%)

Elevate operator capability to best-in-class levels through know-how cascading

Work collaboratively with HRBP/…