Franchise Specialist

Brief summary of job profile:

The Franchise Specialist is responsible for supporting and coordinating the Highlands Coffee franchise system. This position assists in documenting and defining operational processes, facilitating franchise network development, and ensuring compliance with the company standards. The specialist will collaborate with various departments to facilitate new franchise openings and ongoing operations, providing essential support to franchisees and ensuring adherence to legal and statutory requirements.

Key Accountabilities:

1. Franchise System & Process

• Support in building Highlands Coffee Franchise Process: fully document and define all functions within the Highlands Coffee Franchise system, including CSI Selling Price, Accounting, Supply Chain, Marketing, Training, and Operations.
• Assist in creating the Highlands Coffee Franchise Operation Manual: fully document and define the operations system that enables franchisees to learn the business model and understand the standards set by Highlands Coffee.

2. Franchise Network Development Support

• Receive information and consult with franchise candidates daily based on the Franchise Network Development strategy.
• Identify and source prospective new franchisees and adherence Franchise Partner selection processes. Follow the sales process to bring prospects to a close.
• Screen potential franchisees by analyzing investment requirements, assessing their potential, reviewing financials, evaluating franchisee experience and understanding their vision.
• Prepare draft and final versions of the Franchise Outlet Agreement based on negotiated terms and conditions.
• Conduct survey and research, including market trends and competitor analysis.

3. New Franchise Cafe Opening (NCO) Coordination: Collaborate with other departments to implement and set up franchised stores:

• Work with Supply Chain Department to plan the purchasing and shipping of goods to meet scheduled opening dates. Follow the shipping process between the forwarder and Supply Chain Department, & support in preparing export documents (Packing list, Commercial Invoice, etc.).
• Collaborate with Finance & Accounting Department to track input invoices and expenditure budgets, support in issuing proforma, output invoices as necessary.

4. Franchise Operation Support

• Liaise between franchisees and the company in all activities while managing relationships with existing franchisees.
• Support franchised stores in daily operations, including purchase orders, logistics, marketing campaign coordination, forecasting, & maintenance of store premises and equipment.
• Monitor the performance of franchised stores and provide timely support to ensure adherence to the Highlands standardized franchise system.
• Collaborate with the Training Department to develop training programs for franchisees.
• Conduct trainings according to the established program.
• Ensure that franchisees and their staff are adequately trained to provide service in line with the company’s customer policies.
• Conduct and submit all reports related to the Franchise Department on time.
• Coordinate with other departments to address arising issues and ensure effective store operations.
• Perform other duties as assigned by Manager or Director

5. Franchise Compliance Coordination

• Prepare all related contracts and ensure compliance by following up on contract liquidation and final payments for franchised projects.
• Coordinate with QC & Internal Audit departments to develop the franchise audit plan and conduct audits.
• Ensure franchisee comply with legal and statutory policies and procedures.
• Monitor franchisee compliance regarding payments, collections, debit notes, BFSCE, personnel and promotions, including timely follow-ups on royalty fees and CSI.
• Manage franchise agreement renewals, fee/ payment collections, and ensure franchise agreements are up to date with current legislation.