Director Of Brand Performance - Franchise Relations

Reports To: Head of East Operations/Regional Director of Brand Performance East Operations

Location: Kentucky/Tennessee/Southern West Virginia/Southern Illinois-includes Louisville, Lexington, Nashville, and Knoxville markets.

FLSA Status: Exempt

Position Overview

The Director of Brand Performance - Franchise Relations serves as the strategic leader and primary liaison between the corporate brand team and franchise owners. This role is responsible for driving operational excellence, ensuring brand standards are consistently upheld, and fostering strong franchisee relationships that result in sustainable revenue growth, customer satisfaction, and market competitiveness with emphasis on revenue opportunities. The position combines brand performance analytics, operational oversight, and franchise partner engagement to optimize both system-wide performance and individual franchise success.

Key Responsibilities

Franchise Relations & Support

• Serve as the primary point of contact for franchise owners, addressing performance issues, opportunities, and support needs.
• Build and maintain strong, trust-based relationships with franchise partners, ensuring alignment with brand goals and values.
• Facilitate open communication between franchisees and corporate leadership to address concerns and share best practices.

Brand Performance Management

• Monitor and analyze franchise performance metrics (sales, revenue, guest satisfaction, operational compliance, profitability) to identify trends and opportunities for improvement.
• Develop and implement strategic action plans with franchisees to improve brand quality performance and financial results.
• Ensure brand standards, policies, and procedures are consistently applied across all franchise locations.

Operational & Training Leadership

• Partner with Operations, Marketing, Safety and Security and Training teams to design and deliver initiatives that drive guest experience, operational consistency, and franchise profitability.
• Provide coaching and guidance to franchisees and their management teams to improve operational effectiveness.
• Oversee roll-out of new brand programs, ensuring franchisee adoption and execution.

Strategic Initiatives & Growth

• Collaborate with senior leadership to align franchise performance strategies with corporate business objectives.
• Provide input into product development, marketing campaigns, and promotional strategies from a franchisee perspective.
• Lead performance review meetings, annual business planning sessions, and franchise advisory councils.

Compliance & Quality Assurance

• Conduct business reviews, audits, and assessments to ensure franchisees are meeting brand, operational, and regulatory requirements.
• Recommend corrective action plans for underperforming locations and follow through on compliance standards.

Qualifications

Education & Experience:

• Bachelor's degree
• 3+ years of progressive leadership experience in franchise operations, brand management, or multi-unit retail/restaurant, hospitality management.
• Proven track record of driving franchise or multi-unit performance improvement and profitability.

Skills & Competencies:

• Strong relationship-building and communication skills with ability to influence without direct authority.
• Deep knowledge of franchise business models, operational best practices, and brand compliance.
• Strategic thinker with strong analytical and problem-solving skills.
• Ability to manage conflict, negotiate solutions, and build consensus.
• Comfortable with frequent travel to franchise locations.

Key Performance Indicators (KPIs)

• Year-over-year same-store sales and profitability growth.
• Franchisee satisfaction and engagement scores.
• Brand compliance and quality assurance audit results.
• Guest satisfaction and Quality metrics.
• Successful rollout and adoption of brand initiatives.

Compensation & Benefits

• Competitive base salary with performance-based bonus.
• Comprehensive health, dental, and vision benefits.
• 401(k) with company match.
• Professional development opportunities.
• Travel and business expense reimbursement.