Location: Markham, Ontario

Job Description What is the role? Reporting to the Regional Director, the Franchise Business Consultant (“FBC”) is responsible for all operational activities and sales results in the district. Key areas of focus will be successful district system wide sales growth while meeting financial and operational objectives.

Key Responsibilities

• Driving system wide and wholesale sales. Achieving targets set by the company. Communicating to franchisees; product knowledge, showing metrics/benefits of a product/initiative; new product launches, pre-books, store cost deals, seasonal initiatives, utilizing tools provided by the company for consistent delivery of messaging/standards, optimizing opportunities to increase sales
• Best Practices Consultant. Through the review of store practices, sales and trends (merchandising, staffing, training, promotion of new products, etc.), FBC will recommend customized “best practice” solutions to franchisees with the goal of improving sales/profitability for the store and operational excellence.
• Retail Operations Excellence. Training, Monitoring & Enforcement of brand/operational standards outlined in the Franchise Agreement and Operations Manual. Documenting and escalating appropriately if SOP’s and policies not followed. Ensures that new franchisees are properly oriented & trained; ensures all applicable company policies and operating procedures are followed.
• Corporate Office Liaison. Acts as principal contact point between franchisees and head office departments to communicate or solicit information, collect data, resolve issues, etc.
• Enforce Outside Purchases compliance. Training, monitoring, enforcement of regulations and SOP’s/brand standards.
• Identify common issues and collaborate with cross functional teams to resolve in a timely and efficient manner.

Education & Experience

• College level graduate (preferably from a Business, Retail or Marketing program) and/or extensive retail experience
• Minimum of 2 to 3 years’ retail chain experience at a District or multi-store management level in a large retail chain; ideally gained in a progressive franchise-based operations role.
• Demonstrate strong retail visual merchandising skills.

Job Specifications Best Practices Consulting

• Works with franchisees to develop and implement individual business -operational strategies and tactics aligned with company brand standards. Analyses reports gather insights and inform recommendations. Critical thinking to assess current state and offer tailored recommendations.
• Promote new marketing initiatives, tying it back to Franchisee’s business goals.
• Consult on merchandising store to support new product launches and/or to adhere to company brand standards (e.g. store resets, ongoing suggestions to support sales)
• Identifies and documents “best practices” for general distribution and communication within their district; this contributes to the knowledge sharing process (run by the RDs). Transfers “best practices” from one franchisee to another within their region (staffing, training, event planning, wholesale sales- right product in the right place – product recommendations – ability to adjust/flex recommendations based on the store and context
• Expectation of being in stores to actively coach franchisees 3.5-4 days per week. Regular cadence of in-person store visits (minimum every 6 weeks) & monthly (email/phone) follow-up on wholesale visits.

Corporate Liaison

• Acts as an escalation contact between the franchisee and various Head Office departments to communicate changes, resolve difficulties, gather information and advocate on behalf of franchisees (e.g. with common issues occurring across franchisees)
• Monitors local competition and reports to their Regional Director on relevant market activity, i.e., vacancies in center, construction, anchor tenant changes, mall renovations and new home development.
• Coordinate key store activity tasks in collaboration with cross-functional partners (e.g. real estate, corporate Regional Director/District Manager, store-set-up, Human Resources) – follow up on any deficiencies.

Retail Operations Excellence

• Works confidently with and trains all aspects of the Point of Sale and Web Ordering + Merchandising.
• Works with new and existing franchisees to ensure all franchisees and their staff are adequately trained in procedures and product knowledge, including following up with franchisees to ensure all mandatory learning has been completed.
• Thoroughly follows the FBC Monthly Visit checklist to ensure all items are completed per cadence;
• Through a combination of formal Store Audits and informal audits of pricing/marketing (quarterly), etc.; Submits appropriate documentation of non-compliance issues with Franchise Agreement to Regional Director
• Conducts quarterly Safe and Ready or Brand Standards Audits
• Complete all mandatory learning assignments.

Communication

• Prepare and distribute information to the franchisees as required, including store-specific reporting.
• Review Pet Connect regularly for updates and/or action items.
• Works on special projects as required.

Additional Skills

• Able to work independently, organize their work.
• Able to multi-task and move from day to day-operational activities to planning level activities as required.
• Able to prioritize day-to-day activities (per business priorities)
• Able to negotiate and influence others through effective communication skills (both written and verbal)
• Able to adjust messaging to the audience.
• Able to manage conflict.
• Sales focused (+ sales specific skills)
• Results driven; willingness to strive for improvements.
• Strong problem-solving and critical thinking skills
• Strong customer service skills and a sense of urgency
• Organized with excellent follow up to quickly close off issues.
• Technical proficiency
• Must hold a current driver’s license and be able to drive. Overnight trips may be required.
• Must be able to work occasional evenings/weekends/holidays when required.

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