Franchise Success Manager

Company: The Belgian Waffle Xpress (TBWX)

Location: Dhakoli, Zirakpur

Employment Type: Full-Time, Work From Office

Working Days: Monday to Saturday

Working Hours: 10:00 AM – 7:00 PM

Compensation: ₹18,000 – ₹30,000 per month

Experience: 1–4 years preferred

About the Role The Belgian Waffle Xpress (TBWX) is looking for a Franchise Success Manager to manage and strengthen relationships with our franchise partners.

You will act as a key point of contact between TBWX franchisees and our internal teams, ensuring that franchisees receive timely support throughout their journey — from onboarding and store launch to day-to-day operations.

This is a highly coordination-oriented role. You will work closely with the Operations, Marketing, Design, Training, Accounts, Technology and Business Development teams to ensure franchisee requirements are properly communicated, tracked and resolved.

The ideal candidate should be highly organised, proactive, responsive and comfortable communicating with multiple stakeholders at the same time.

Key Responsibilities

1. Franchisee Onboarding

* Coordinate the complete franchisee onboarding process after franchise closure.
- Ensure all required documentation, information and approvals are collected.
- Coordinate with relevant internal teams for store setup, branding, menu, training, technology and marketing requirements.
- Maintain onboarding checklists and ensure timelines are followed.
- Coordinate with franchisees during the pre-opening and launch phase.
- Ensure franchisees are properly introduced to TBWX systems, SOPs and communication channels.

1. Franchisee Relationship Management

* Act as a primary point of contact for franchisees for day-to-day support and coordination.
- Maintain regular communication with franchise partners.
- Understand franchisee concerns and ensure they are routed to the appropriate internal team.
- Follow up internally until issues are resolved.
- Maintain a qualified and positive relationship with franchise partners.




- Proactively identify recurring franchisee problems and bring them to management’s attention.

1. Internal Team Coordination

Coordinate franchisee requirements with various TBWX departments, including:
- Marketing: Social media, creatives, campaigns, local marketing, GMB and promotional activities.
- Operations: SOPs, outlet operations, training and operational issues.
- Design: Menus, branding material, promotional creatives and store requirements.
- Technology: POS, software, systems and technical issues.
- Accounts: Royalty, invoices, payments and other financial coordination.
- Business Development: Handover of newly closed franchisees and relevant commercial information.

The role will be responsible for ensuring that requests don’t simply get forwarded but are tracked through to closure.
1. Pre-Opening & Launch Coordination

* Maintain outlet opening checklists.
- Coordinate with franchisees on store readiness.
- Track pending requirements before launch.
- Coordinate menu and branding approvals.
- Assist with aggregator onboarding and other launch requirements.
- Coordinate marketing and promotional activities for new outlet launches.
- Ensure the franchisee understands the required launch process and SOPs.

1. Post-Opening Franchise Support

* Regularly check in with newly launched franchisees.
- Understand operational and customer-related challenges during the initial months.
- Coordinate required support from internal teams.
- Ensure franchisees are following TBWX SOPs and processes.
- Collect franchisee feedback and communicate actionable insights to management.




- Help identify opportunities to improve franchisee performance and experience.

1. Tracking & Reporting

* Maintain an updated database of franchisees and their requirements.
- Track open issues, responsible teams, deadlines and resolution status.
- Maintain franchisee onboarding and outlet launch trackers.
- Prepare regular reports on pending franchisee requests and important escalations.
- Ensure no franchisee request is lost due to lack of follow-up.

What We’re Looking For

- 1–4 years of experience in franchise management, customer success, account management, operations, client servicing or business coordination.
- Strong communication and interpersonal skills.
- Good spoken and written English and Hindi.
- Excellent follow-up and coordination skills.
- Comfortable communicating with business owners and franchise partners.
- Strong organisational skills and ability to manage multiple tasks simultaneously.
- Ability to work independently and take ownership of pending tasks.
- Basic understanding of MS Excel/Google Sheets, WhatsApp, email and CRM/software tools.
- Problem-solving mindset with a strong sense of accountability.

What This Role Is NOT

This is not a traditional telecalling or customer-support position.

You will be working directly with TBWX franchise partners and internal teams, helping ensure that our franchisees receive the support, coordination and resources required to successfully operate their outlets.

Compensation & Working Conditions

Salary: ₹18,000 – ₹30,000/month, depending on experience and suitability.

Location: TBWX Office, Dhakoli, Zirakpur

Working Days: Monday to Saturday

Working Hours: 10:00 AM – 7:00 PM

Sunday: Weekly Off

How to Apply

Interested candidates can share their CV along with a brief introduction highlighting their experience in franchise management, client servicing, customer success, operations or coordination.

? Email: [email protected]

Subject: Application – Franchise Success Manager

📌 Franchise Success Manager (Panchkula)
🏢 The Belgian Waffle Xpress
📍 Panchkula