Franchise Operation Specialist

Division:

TBC Corporate Services

Function:

Provide operational support to Midas Canada Franchisees

Reports to:

Division Vice President

General Summary:

The Franchise Operations Specialist (FOS) will work closely in partnership with Franchise Business Consultants (FBC) and Division Vice President (DVP) to actively provide operational support to franchisees and in-store teams. The Franchise Operations Specialist is responsible for hands-on support designed to improve and evolve all systems, resources and processes in order to achieve operational goals at Divisional and National levels. The FOS role must be able to effectively support new and existing stores and transitions, take ownership of operational components and program initiatives, enhance same store sales growth, and consistently deliver required training in the field.

Primary Responsibilities:

• Support multiple territories across Canada spanning several provinces and regions with a number of locations. Responsible for impacting annual sales volumes which could exceed $80M+.

• Cultivating productive relationships with franchisees, bridging communication and providing steadfast support to foster operational success.

• Collaborating in the launch of new stores / transitions and working in synergy with various departments to guide franchise partners effectively and lead hands-on support.

• Taking charge of franchisee engagement, ensuring swift and comprehensive resolutions that reflect an unwavering dedication to customer satisfaction and operational excellence.

• Supporting franchisees with insights, training, strategic planning and business growth initiatives.

• Upholding and promoting operational standards of excellence across Franchisee locations, ensuring adherence to values and best practices and brand standards.

• Developing and implementing action plans as needed and conducting follow-up assessments to reinforce operational standards.

• Coordinating and participating in regional events, building brand awareness, and implementing national and local program strategies.

• Advancing the introduction of operational improvements system-wide and endorsing new initiatives, including point-of-sale, daily reporting, etc.

• Aiding in the development and training of franchisees, general managers, store managers, and various team members.

• Deep knowledge of automotive services, competitor analysis, industry regulations, and company protocols.

• Deliver initial and ongoing training education on technology, POS systems, price files, part quoting, Midas Gateway etc. plus secondary supplier programs and DOT and warranty registrations

• Lead and support inventory management such as stock levels, stock refreshes, re-order points and discontinued products.

• Diagnose operational performance gaps via the use of ticket reviews, Marchex program, process observation and POS reporting

• Identifying stores with greatest potential and consistent evaluation of dealer engagement

• Developing action plans with Franchisees and drive execution based on the action plan timelines

• Utilize Sales tracking tools to monitor store performance and enhancements in progress

• Regularly liaising with franchisees and the corporate office to facilitate open communication and address franchisee feedback effectively.

Education & Experience

• Four+ years' experience in retail tire and automotive service business.
• Strong technical ability and training background in the automotive industry.
• Multi-store and/or multi-region management experience a plus

Demonstrable Skills

• Public speaking
• Ability to challenge, motivate, influence, and communicate effectively.
• Results focused and goal orientated.
• Strong organizational, territory, time management, and customer follow-up skills
• Microsoft Office Skills: PowerPoint, Word, and Excel
• Ability to effectively manage costs/expenses.
• Customer service orientation and a high level of professional integrity and understanding that success through other people's performance is vital to the job
• Strong telephone, verbal, and written communication skills
• Possesses the ability to work well under pressure and handle multiple tasks.

Geographic, Work and Travel Requirements

• FOS is required to reside within assigned region(s) of Ontario or Quebec
• Approximately 70% overnight travel expected.
• Occasional nights and weekends required to support franchisee special events and training.