Job Title: Franchise Operations Manager

Location: Across Scotland Stores - Based in Edinburgh or Glasgow

Reports to: Head of Franchise Operations

Department: Operations

Employment Type: Full-time

Salary: Up to £46,500 per annum

Role Overview

Black Sheep Coffee is seeking a dynamic and experienced Franchise Operations Manager to support our growing network of franchise stores. Reporting to the Head of Franchise Operations, you will act as the main point of contact for franchisees, driving sales growth, operational excellence, and brand consistency across your portfolio of franchised locations.

A key aspect of this role is identifying opportunities to support franchisees in expanding their portfolio, helping them discover new and exciting locations to grow their business. You will also monitor performance against critical KPIs, including Brand & Compliance Audits, Google Ratings, Sales, Product Availability, and Customer Wait Times.

Key Responsibilities

1. Franchisee Support & Business Development

Act as the primary contact for franchise partners, conducting regular business reviews to support their growth and success.
Develop tailored plans for each location, focusing on improving performance against KPIs such as Brand & Compliance Audits, Google Ratings, Sales, Product Availability, and Customer Wait Times.
Collaborate with franchisees to identify new and exciting locations to expand their portfolio, supporting them in navigating the expansion process.

2. Operational Excellence

Ensure all franchised locations adhere to Black Sheep Coffee’s operational standards, health & safety policies, and brand guidelines.
Conduct regular site visits, including unannounced audits during different trading periods, to maintain high operational standards.
Collaborate with franchisees to implement continuous improvement strategies for their stores.

3. P&L Ownership & Reporting

Support franchisees in understanding their P&L and financial reports, providing insights to improve profitability.
Monitor and analyze performance metrics across your portfolio, providing actionable insights to franchisees and the leadership team.
Cascade communications and business updates to franchisees, ensuring alignment and clarity.

4. Team Engagement & Development

Encourage franchisees to foster team engagement and build strong connections between their teams and customers.
Promote the use of the Black Sheep Coffee app and loyalty schemes to enhance customer relationships and retention.
Champion the “One Team, One Dream” culture across the franchise network, fostering collaboration and mutual success.

5. Collaboration & Support

Partner with the Head of Franchise Operations and other departments to align on campaigns, product launches, and operational improvements.
Support the roll-out of marketing initiatives and ensure franchisees effectively implement localized campaigns.
Provide input and insights to the leadership team to refine strategies and improve franchise operations.

About You..

Proven experience in a similar role, ideally within the hospitality, retail, or QSR sectors.
Strong leadership and communication skills, with the ability to manage and motivate multiple stakeholders.
Excellent commercial acumen and experience managing P&L responsibilities.
A proactive problem solver with strong organizational and project management skills.
Passionate about delivering exceptional customer experiences, maintaining high operational standards, and driving franchisee growth.
At least 2 years of experience in the specialty coffee or hospitality industry is desirable.

About Black Sheep Coffee..

Join the thriving team at Black Sheep Coffee, the rapidly expanding 4th largest coffee chain in the UK. With our sights set on further growth, this is an exciting opportunity to be part of our success story.

Since our establishment in 2013, we have captivated coffee lovers with our commitment to quality and innovation. As a testament to our dedication, we have risen to become one of the leading players in the UK coffee scene.

With our continuous expansion plans, there has never been a more exciting time to join us. As a member of our team, you will have the chance to contribute to our upward trajectory and be part of our ambitious journey towards shaping the future of the coffee industry.

We foster a dynamic and collaborative work environment where your ideas are valued, and your professional growth is encouraged. With a strong emphasis on teamwork and a passion for excellence, we provide a supportive platform for you to thrive and make a meaningful impact.

Don't miss the opportunity to be part of a rapidly growing company that values innovation, quality, and the power of exceptional coffee. Join Black Sheep Coffee today and embark on a rewarding career that offers unlimited potential.