Franchise Business Manager

Department: Franchise

Job Title: Franchise Business Manager

Reporting to: Ralph McKee

FLSA Status: Exempt

Date Prepared: April 12, 2024

Job Summary:

The Franchise Business Manager (FBM) provides overall leadership and direct supervision of approximately 50-70 Krystal franchised restaurants to ensure that the Brand's Vision, Mission and Promise is being delivered and that each franchise restaurant meets or exceeds the Operating Standards. The FBM accomplishes their objectives by role modeling SPB Core Values and actively trains and develops franchisees and franchisee operators with a focus on People, Customer, Sales, and Profits to achieve or exceed Brand Standards in operations execution.

Essential Duties and Responsibilities:

People:

• Demonstrates the SPB Core Values while supporting high performing Restaurant General Managers with training, retaining and recognizing A+ talent utilizing Krystal's tools and processes.

• Executes the Performance Management process consistently to ensure franchisees are set up for success and held accountable.

• Partners with Operations Services and Franchise Administration to ensure all franchisees are maintaining brand standards and are in compliance with Franchise Agreements.

• Partners with the Training department to assist franchisees to achieve at least one certified training unit.

• Partners with the Marketing department to ensure franchisees have all the tools to help build their business and items to support the company marketing initiative.

Customer:

• Establishes plans to visit franchise stores daily/weekly that involves setting priorities, managing details, carrying out effective coaching visits and providing recognition.

• Drives customer-focused culture by following up with franchisees to ensure they are resolving serious customer issues and training franchisees to meet or exceed customer service standards.

• Coaches, drives excellence, recognizes and holds franchisees accountable around core operational procedures through the use of the OSM, Schoox, Systems checklists, and KBE's.

• Ensures that food safety standards are met in each unit supervised through direct observation and follow-up on food safety audit results. Ensures that Franchise management teams are properly trained through Servsafe, TAPS, or State approved equivalence.

Sales:

• Ensures that restaurant level plans and marketing initiatives are in place and being implemented. Responsible for helping the Franchisee execute local store marketing plans to drive year over year sales growth.

Profit:

• Analyzes weekly reports and P&L's on a continual basis and coaches' franchisees to take specific corrective action to meet or achieve margin and sales growth targets.

• Conducts annual and quarterly business reviews with franchisees to build their capability to identify and drive tactics to close performance gaps.

• Ensures that each store is within compliance of Federal/State/Local requirements.

• Shares best demonstrated practices with their team and across the system.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Education and Experience Requirements:

• College degree preferred and Servsafe Certification required.

• Minimum of three years' experience as a General Manager

• Minimum two years' multi-unit management experience

• Systems & Software - proficient level knowledge of Microsoft Office software applications.

• Must be willing to travel 70% of the time between assigned restaurants and meetings.

Knowledge/Skills/Abilities:

• Planning and Organizing- Accomplishes goals through establishing priorities and organizing own workload to meet deadlines in a timely fashion. Manages time wisely and effectively prioritizes multiple, competing tasks. Plans, organizes, and actively manages meetings for maximum productivity.

• Communication- Establishes, monitors, and improves communication channels that foster open communications, upward, downward, and among peers. Holds regular calls/meetings to ensure timely and accurate two-way communication within and between teams, departments and all levels. Matches the right medium (e.g., phone, email, etc.) to the message and uses good judgment in sharing information.

• Talent Management- Is aware of current franchise bench and staffing levels.

• Results Oriented- Influences events to achieve or exceed goals. Is dedicated to achieving outcomes without compromising core processes, values, or procedures. Conveys a sense of urgency to make things happen - wants results. Respects the need to balance short- and long-term goals. Have the energy / work ethic to maintain the pace required to produce company results.

• Problem Solving/Decision Making- Considers options and alternative courses of action to make rational and realistic decisions in a timely manner. Asks open-ended questions to gather information and listens carefully to response(s). Uses resources to gather collective ideas on issues to better arrive at a timely decision.

Skill Requirements: (X = Required for job)

X

Typing/computer keyboard

X

Verbal communication

X

Utilize computer software (specified above)

X

Written communication

X

Retrieve and compile information

X

Public speaking/group presentations

X

Maintain records/logs

X

Research, analyze and interpret information

X

Verify data and information

X

Investigate, evaluate, recommend action

X

Organize and prioritize information/tasks

X

Leadership and supervisory, managing people

X

Operate office equipment

X

Basic mathematical concepts (e.g., add, subtract)

Advanced mathematical concepts (fractions, decimals, ratios, percentages, graphs)

Abstract mathematical concepts (interpolation, inference, frequency, reliability, formulas, equations, statistics)

Physical Requirements: (X = Required for job)

X

Sitting for extended periods

Lifting/carrying up to 20 pounds various items

X

Standing for extended periods

X

Lifting/carrying more than 20 pounds various items

X

Extended periods viewing computer screen

X

Repetitive Motions

X

Walking

X

Pushing/Pulling

X

Reading

X

Bending/Stooping

X

Speaking

X

Reaching/Grasping

X

Hearing

X

Writing

Other (List):

Other (List):

Hazards: (X = Required for job)

X

Normal office environment

X

Electrical current

Toxic or caustic chemicals

X

Housekeeping and/or cleaning agents

Flammable, explosive gases

Proximity to moving mechanical parts

Employee Acknowledgement:

I have reviewed and understand the requirements stated in this Job Description.

Employee's Signature

Date