Franchise Support Manager

Position Responsibilities

As ZUS continues to expand internationally via Franchise model, we need to ensure that our partners have world-class support delivered to them, while optimizing required resources of the ZUS HQ teams.

This is a newly established and highly visible role in the growing International Franchise department. The role’s objective is to enhance existing workflows, find efficiencies as well as grow the team’s capabilities to support a large and growing number for Franchisee partners. The role reports directly into the IF Director. The role will have 3 team members reporting into it.



Budget ownership of the Business Unit; correlated with Franchisees’ business plans;

Channel management of a franchisee as a customer: supporting the rest of the Department in establishing a smooth lifecycle for ZUS Franchisees, from onboarding to day-to-day operations;

Close coordination with Franchise Business Development and Franchise Operations teams to deliver on Department’s objectives and key results;

Own, manage, improve and create required tools, processes and frameworks for smooth Franchising operations;

Improve internal coordination with the rest of the HQ departments, ensuring close collaboration and constant exchange of information and best practices – act as a bridge between the Department and other central functions;

Enhance existing and create missing R.A.C.I. alignments with internal and external stakeholders;

Support in development of central functions cost allocation principles;

Develop long-term motivation program for ZUS Franchisees;

Establish the culture and frameworks for Continuous improvement of the IF Department;

Represent the department in regular internal engagements with senior stakeholders.



Qualification and Experience

Over 10 years of relevant working experience in F&B and/or Retail environment; with focus on internal processes, Operational Excellence, Channel management and Strategic projects.

Operational experience in the past, but since then worked on strategic initiatives and have an ability to view “the big picture”, without forgetting about operational details

Superior stakeholder management and “delivery through others” skills is a must

Self-starter mindset: you see where things can be improved and act on it without waiting for formal processes;

Change management skills, Team leadership skills

Six sigma or Continuous improvement certification is a big advantage

Experience of working in a big corporate environment, comfortable working in a matrix structure

Financial planning and financial literacy

Fluency in English is a must; additional languages is an advantage.