STUDIO11 Salon & Spa
Website:
studio11.co
Job details:
About the RoleWe are looking for a proactive and highly responsive Manager – Operations & Sales to manage franchise partner operations and ensure effective adoption and usage of our key business platforms, BrandStore and YumPOS.
The role will be the single point of contact for franchise partners for BrandStore and YumPOS-related support, while also managing vendors and coordinating the supply chain for BrandStore.
The ideal candidate should have excellent communication skills, a quick response time, strong follow-up abilities, and a customer-service-oriented approach.
Key Responsibilities1. Franchise Partner Operations- Act as the primary point of contact for franchise partners for BrandStore and YumPOS-related operational requirements.
- Support franchise partners in implementing best practices, processes, and systems across BrandStore and YumPOS.
- Ensure franchise partners are using the platforms effectively and following defined processes.
- Identify recurring operational challenges and work towards implementing solutions.
- Regularly follow up with franchise partners to ensure pending issues are resolved within defined timelines.
- Build strong and professional relationships with franchise partners.
2. Ticket & Issue Management- Manage and monitor all BrandStore and YumPOS tickets raised by franchise partners.
- Coordinate with internal teams, technology teams, support teams, and vendors to resolve issues.
- Ensure tickets are properly tracked from raising to closure.
- Maintain clear communication with franchise partners regarding ticket status and expected resolution timelines.
- Escalate critical or delayed issues proactively.
- Track recurring issues and recommend process improvements to reduce ticket volumes.
3. BrandStore Vendor & Supply Chain Management- Act as the single point of contact for BrandStore vendors.
- Coordinate with vendors for product availability, pricing, orders, dispatches, deliveries, and other supply-chain requirements.
- Monitor order fulfilment and ensure timely delivery to franchise partners.
- Follow up on pending orders, shortages, damages, replacements, and other supply-related issues.
- Maintain effective vendor relationships and ensure service levels are maintained.
- Coordinate with internal teams and franchise partners to resolve supply-chain issues.
4. Sales & Revenue Support- Drive adoption and usage of BrandStore products among franchise partners.
- Identify opportunities to increase BrandStore sales and product penetration across the franchise network.
- Follow up with franchise partners on regular ordering and product requirements.
- Track franchise-wise sales, order frequency, and key operational metrics.
- Support initiatives aimed at increasing revenue through BrandStore and other operational products/services.
5. Process & Best Practices- Develop and implement standard operating practices for BrandStore and YumPOS.
- Train and guide franchise partners on new features, processes, and best practices.
- Prepare simple communication guides, FAQs, and process notes wherever required.
- Identify gaps in existing processes and recommend improvements.
- Ensure timely implementation of new initiatives across the franchise network.
Key Skills & Competencies- Excellent verbal and written communication skills
- Very quick response time and strong sense of urgency
- Strong follow-up and coordination skills
- Ability to manage multiple franchise partners and issues simultaneously
- Strong problem-solving and ownership mindset
- Good interpersonal and relationship-management skills
- Ability to communicate professionally with franchise partners, vendors, and internal teams
- Strong attention to detail and ability to maintain trackers/reports
- Comfortable working with technology platforms and software
- Good knowledge of MS Excel / Google Sheets
- Ability to analyse basic sales and operational data
- Strong execution and time-management skills
Ideal CandidateThe ideal candidate is someone who:
- Takes complete ownership of assigned issues until closure.
- Responds quickly and does not leave franchise partners waiting for updates.
- Is comfortable making calls and following up proactively.
- Can manage multiple stakeholders without losing track of priorities.
- Has a service-oriented and solution-focused approach.
- Can balance operations, sales, vendor management, and franchise partner support.
- Is comfortable working in a fast-paced, franchise-driven environment.
Key Performance Indicators (KPIs)- Franchise partner response and resolution time
- Ticket closure rate and turnaround time
- Franchise partner satisfaction
- BrandStore sales and order frequency
- Vendor service levels and fulfilment timelines
- Adoption and effective usage of YumPOS
- Reduction in recurring operational issues
- Timely implementation of operational initiatives
- Franchise partner engagement and follow-up effectiveness
This is a high-ownership role requiring excellent communication, speed of response, strong coordination, and the ability to build trusted relationships with franchise partners and vendors.
Click on Apply to know more.