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Infinity Brands

Franchise Service Consultant (Hybrid)

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The Franchise Service Consultant at ACDC Express (Cape Town) is the primary contact for franchisees, ensuring compliance with operational standards, supporting store performance, and fostering strong relationships with franchisees. This role involves conducting regular site visits, providing training, managing stock, and overseeing store reporting. The Franchise Service Consultant plays a vital role in maintaining consistent franchise operations, enhancing customer satisfaction, and identifying opportunities to increase profitability.
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Key Responsibilities<\/span><\/span><\/b><\/span>
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  1. Store and Franchise Compliance<\/span><\/span><\/b><\/span>
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      • Conduct bi\-monthly store visits to assess and ensure compliance with brand standards, completing a site visit report after each visit.<\/span><\/span><\/span>
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      • Roll out and maintain Point\-of\-Sale (POS) systems, ensuring franchisees adhere to operational procedures.<\/span><\/span><\/span>
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      • Monitor ICU stores for performance improvement, supporting efforts to increase revenue and meet compliance.<\/span><\/span><\/span>
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        1. Reporting and Data Analysis<\/span><\/span><\/b><\/span>
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            • Provide data\-driven insights on store performance, product movement, and profitability trends to the Operations Manager.<\/span><\/span><\/span>
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            • Conduct compliance audits to identify growth opportunities, reporting critical incidents, franchise issues, and sales performance.<\/span><\/span><\/span>
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            • Log calls with the external IT service provider for system issues and follow up on resolutions.<\/span><\/span><\/span>
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              1. Training and Development<\/span><\/span><\/b><\/span>
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                  • Conduct regular training sessions for franchisees to ensure consistent operational standards and process compliance.<\/span><\/span><\/span>
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                  • Organize and facilitate training events, including ACDC Express league management, supporting continuous learning.<\/span><\/span><\/span>
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                    Provide on\-site training as needed, reinforcing standardized procedures across all locations.<\/span><\/span><\/span>
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                    1. Stock Management<\/span><\/span><\/b><\/span>
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                        • Manage and monitor stock levels at franchise locations, focusing on top product categories and stock availability.<\/span><\/span><\/span>
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                        • Attend biannual stock takes and address back orders and obsolete inventory, working to optimize inventory turnover.<\/span><\/span><\/span>
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                        • Implement upselling strategies by promoting interlinked products to franchisees, supporting basket value growth.<\/span><\/span><\/span>
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                          1. Client Relationship Management<\/span><\/span><\/b><\/span>
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                              • Provide ongoing franchise support, including conflict resolution and assistance with IT equipment and management accounts.<\/span><\/span><\/span>
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                              • Assist franchisees with recruitment, business training, and succession planning, fostering strong and sustainable store management.<\/span><\/span><\/span>
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                              • Conduct field reports on franchise interactions, documenting insights and tracking service quality.<\/span><\/span><\/span>
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                                1. Effective Teamwork and Self\-Management<\/span><\/span><\/b><\/span>
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                                    • Manage personal priorities to ensure all deliverables are completed on time and with high quality.<\/span><\/span><\/span>
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                                    • Collaborate with other team members, following directions from the Operations Manager and General Manager to achieve shared goals.<\/span><\/span><\/span>
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                                    • Exemplify company values in decision\-making, problem\-solving, and customer interactions, fostering a supportive work environment.<\/span><\/span><\/span>
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                                      1. Process Improvement and Compliance Monitoring<\/span><\/span><\/b><\/span>
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                                          • Identify opportunities to improve store processes and provide feedback to franchisees on achieving operational excellence.<\/span><\/span><\/span>
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                                          • Monitor compliance with health and safety regulations, supporting a safe and productive work environment across franchises.<\/span><\/span><\/span>
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                                            1. Franchisee and Supplier Communication<\/span><\/span><\/b><\/span>
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                                                • Maintain open communication with franchisees and suppliers, addressing inquiries, clarifying standards, and providing operational guidance.<\/span><\/span><\/span>
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                                                • Conduct scheduled check\-ins with franchisees to monitor service satisfaction and ensure alignment with brand goals.<\/span><\/span><\/span>
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                                                  1. Operational Efficiency and Quality Control<\/span><\/span><\/b><\/span>
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                                                      • Document store quality control and operational data, ensuring that all procedures meet ACDC Express standards.<\/span><\/span><\/span>
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                                                      • Implement quality control measures and communicate changes to franchisees, supporting consistent service delivery.<\/span><\/span><\/span>
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                                                        1. Conflict Resolution and Support<\/span><\/span><\/b><\/span>
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                                                            • Address and resolve franchisee concerns promptly, providing solutions that align with company policies and enhance client relationships.<\/span><\/span><\/span>
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                                                              Escalate unresolved issues to management and collaborate on resolution <\/span><\/span><\/span>
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                                                              strategies to maintain franchisee satisfaction.<\/span><\/span><\/span>
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                                                              Requirements<\/h3>

                                                              Proven experience as a field or service consultant<\/span><\/span><\/span>
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                                                              Experience in customer service<\/span><\/span><\/span>
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                                                              Knowledge of business process and functions<\/span><\/span><\/span>
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                                                              Strong analytical abilit\u200by<\/span><\/span><\/span>
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                                                              Valid drivers license<\/span><\/span><\/span>
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                                                              Own road worthy vehicle<\/span><\/span><\/span>
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                                                              Degree in business management and or operations<\/span><\/span><\/span>
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                                                              Benefits<\/h3>
                                                              Travel Allowance
                                                              Medical aid
                                                              Provident Fund
                                                              Commission<\/div><\/span>