Greetings for the day!!

We are in search of the right resource for a Head- Franchise Operations to be associated with a leading furniture organization, based out in Mumbai.

Job Title: Head- Franchise Operations

Location: Mumbai

Role Overview

We are looking for a seasoned, commercially driven leader to head the company's franchise operations and business performance. The role will be responsible for driving revenue growth, improving franchisee profitability, strengthening partner relationships, and ensuring operational excellence across the franchise store neftwork.

The individual will own the franchise business after onboarding, ensuring that every store delivers sustainable growth, a strong customer experience, and consistent brand and operational standards. A key priority will be to build the team, systems, and processes required to scale the franchise network several-fold.

Key Responsibilities

1. Revenue Growth and Business Performance

- Own the annual revenue and sales targets for the franchise channel, with transparent targets for each region and store.
- Drive same-store sales growth through franchisee coaching, local marketing, product mix optimisation, and merchandising improvements.
- Conduct regular business reviews with franchise partners and implement measurable action plans.
- Identify underperforming stores and lead structured performance improvement and turnaround initiatives.
- Ensure new stores achieve targeted sales within agreed ramp-up timelines.

2. Franchisee Relationship Management and Profitability

- Serve as the primary senior point of contact for franchise partners after onboarding.
- Build long-term, trust-based relationships with franchise owners through regular engagement, reviews, and store visits.
- Review store-level profitability and P&L; performance, helping franchisees improve margins, productivity, and overall business health.
- Proactively address partner concerns,



resolve disputes, and manage escalations effectively.
- Monitor franchisee satisfaction and take preventive action to minimise partner attrition and store exits.
- Provide business and operational inputs on prospective franchisee suitability, in coordination with Business Development.

3. Order Fulfilment and Customer Experience

- Ensure timely and complete fulfilment of franchisee orders in coordination with Supply Chain, Manufacturing, and Logistics.
- Drive high standards of installation, after-sales service, and customer experience across franchise locations.
- Monitor customer complaints and service requests through to resolution within defined service-level agreements.
- Work cross-functionally to identify root causes of recurring fulfilment and service issues and implement corrective actions.

4. Receivables and Commercial Management

- Own franchise channel collections and ensure payments are received within agreed credit terms.
- Work closely with Finance and Accounts to reconcile franchisee accounts and resolve outstanding discrepancies.
- Monitor overdue receivables and implement corrective actions to maintain healthy cash flow.
- Ensure compliance with company pricing, discounting, credit, and commercial policies.

5. Store Operations and Brand Standards

- Ensure consistent implementation of brand guidelines, visual merchandising, store presentation, and operating procedures.
- Monitor inventory availability, stock health, replenishment, and ordering practices at franchise stores.




- Ensure store teams are adequately trained in product knowledge, selling skills, customer service, and company processes.
- Resolve operational issues raised by franchise partners and store teams.
- Develop scalable SOPs, operating checklists, performance dashboards, and review mechanisms to support network expansion.

6. Team Leadership and Network Scalability

- Build, lead, and develop a team of regional Area Managers to manage the franchise network effectively.
- Set clear performance objectives, review results, and coach team members to improve execution.
- Plan team structure, hiring, and capability development in line with network expansion.
- Establish a disciplined performance management cadence across regions and stores.
- Develop standardised operating processes and management systems that enable the business to scale without compromising service or profitability.

7. Additional Scope Depending on the final organisational structure, the role may also oversee the dealer/distribution channel, including secondary sales, dealer relationships, order management, collections, and service coordination. Dealer acquisition would remain the responsibility of Business Development.

Candidate Profile

Education

- Graduate in any discipline is mandatory.
- MBA/PGDM in Sales, Marketing, or Operations is preferred.

Experience

- 15+ years of relevant experience in retail, franchise operations, or channel management.
- At least 5 years of experience leading a multi-city or regional network.
- Demonstrated experience managing franchisees, dealers, distributors, or other channel partners.
- A proven track record of growing sales, improving partner profitability, and scaling retail networks and teams.

Interested candidates kindly share your updated resume at : [email protected] [email protected]

Best Regards,

Ananya

📌 Head - Franchise operations (Mumbai)
🏢 Mappy Global Resources
📍 Mumbai