CRM Executive

Overview

The CRM Executive will serve as the key contact for franchise owners, ensuring smooth communication and operational alignment across outlets. This role involves overseeing adherence to brand SOPs, resolving franchise issues, and tracking outlet performance to support business growth.

Primary Responsibilities

• Manage ongoing communications and regular calls with franchise owners.
• Liaise with franchise managers and their outlet teams to coordinate operational activities.
• Explain brand standard operating procedures (SOPs), processes, and guidelines and make certain they are adequately implemented.
• Gather timely updates on outlet operations, sales figures, staffing status, inventory, and any existing concerns.
• Collaborate with internal departments to address and resolve any franchise-related operational difficulties.
• Follow up diligently on all pending operational tasks to guarantee prompt closure.
• Perform regular checks to confirm compliance with SOPs and evaluate outlet performance.
• Maintain detailed records of franchise interactions, issues raised, and actions taken.
• Escalate critical operational problems to higher management when necessary.

Key Performance Areas

• Ensure 90% or higher SOP compliance across all franchise outlets.
• Resolve franchise-related issues within the defined turnaround time.
• Complete all scheduled franchise calls and follow-up updates without fail.
• Guarantee outlet managers comprehend and adhere to brand SOPs effectively.
• Monitor and drive improvements in outlet operational performance.
• Prepare and submit weekly reports detailing franchise performance and ongoing issues.
• Maintain strong communication and satisfaction levels with franchise partners.