WatchHouse
Senior Franchise Manager
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Senior Franchise Manager at WatchHouse
Reports To
Growth & Business Development Director
Direct Reports
- Franchise Business Partner
- Future Franchise Operations Team Members
Roles & Responsibilities
Purpose
The Senior Franchise Operations Manager is responsible for leading the Franchise Operations function at WatchHouse. The role owns the successful mobilisation, support and ongoing performance of the global franchise network. Acting as the senior operational leader for franchising, the role is accountable for franchise partner satisfaction, operational compliance, governance, mobilisation delivery and the development of the Franchise Operations Team.
Whilst the Growth & Business Development Director is responsible for franchise sales, territory development and commercial negotiations, the Senior Franchise Operations Manager assumes ownership of franchise partners following contract execution and remains accountable for the overall health and performance of the franchise network.
Key Responsibilities
Franchise Operations Leadership
- Lead, manage and hold accountable the Franchise Operations Team.
- Recruit, train and develop team members.
- Establish scorecards, KPIs and performance expectations.
- Build a scalable franchise support function.
- Develop franchise operational strategy and ways of working.
Franchise Network Performance
- Own franchise partner satisfaction across the network.
- Monitor franchise performance and operational KPIs.
- Identify risks and intervention opportunities.
- Oversee partner recovery plans where required.
- Act as the escalation point for major partner issues.
Franchise Mobilisation & Openings
- Own the mobilisation framework and governance across all new franchise openings.
- Oversee the active opening pipeline, ensuring Franchise Business Partners have clear plans, milestones and accountability.
- Review project health, readiness and risk across all developments.
- Remove or escalate significant cross-functional blockers.
- Ensure each House meets WatchHouse readiness requirements before opening.
- Continuously improve the mobilisation model as the international estate grows.
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Brand Standards, Compliance & Audits
- Own the franchise audit programme.
- Ensure compliance with Franchise Agreements, Manuals and Brand Standards.
- Monitor corrective action plans.
- Escalate material compliance risks.
- Ensure consistency across all territories.
Franchise Governance & Systems
- Own franchise manuals and governance processes.
- Ensure systems, reporting and documentation remain current.
- Standardise franchise scorecards and reporting.
- Drive continuous improvement across the franchise operation.
Reporting & Insights
- Produce franchise reporting for SLT and Board.
- Monitor network KPIs and trends.
- Provide recommendations for operational improvements.
- Report on partner satisfaction, openings, audits and compliance.
Success Measures
- Franchise Partner Satisfaction Score
- Houses Opened On Time
- Mobilisation Milestone Completion
- Audit Completion Rate
- Corrective Action Closure Rate
- Governance Compliance
- Franchise Revenue Reporting Accuracy
- Team Engagement & Development
Overall Franchise Network Performance
Working at WatchHouse
WatchHouse was born from a passion to do better. Diligence and attention to detail are paramount to what we do, we focus on the detail. We strive for perfection. We really care.
We are a people-first business, curious and interested in those around us. We treat everyone with respect. We pride ourselves on creating an environment where diversity is celebrated, equality is insisted and inclusion expected.
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A company where we believe in having the right person in the role; personality and individuality at the top of the list of what we are looking for in applications and throughout our hiring process.
We also know that everyone is different, and we value and respect diversity, standing up for equality and standing against any form of discrimination.
Decisions about and the treatment of people at work should be based on the individual’s abilities, skills, performance and behaviour- these should be assessed against the WatchHouse job description requirements for each individual role.
We are always patient and considerate towards others. Encouraging, approachable and communicating brilliantly. We strive to be the best we can be, by giving and receiving regular and honest feedback in a professional manner.
We plan ahead, prioritise and are mindful and respect the time of others. We complete every task to the best of our ability. Always happy to ask for help, work in cohesion with other people/departments and share successes.
We work to make WatchHouse an environment of trust and comradery, where others are inspired to play their part in working effectively together. Building strong relationships with others and demonstrating positive energy. We recognise and value the contribution of others across the business, working together to deliver the Modern Coffee experience to each and every person touched by our business.
Our four core values - passion, drive, diligence and empathy - are what makes WatchHouse who we are. Our decisions are made based on these principles. To grow and succeed at WatchHouse, it is imperative that these values also resonate strongly with you and can drive your ambition in the same way they do ours.
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