At a Glance
- Tasks: Support franchisees, drive sales growth, and ensure operational excellence across locations.
- Company: Join Black Sheep Coffee, a fast-growing specialty coffee brand with a vibrant culture.
- Benefits: Enjoy competitive salary, bonuses, free coffee, wellness support, and rapid career progression.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Shape the future of a distinctive brand while making a real impact in the coffee industry.
- Qualifications: Experience in hospitality or retail, strong leadership skills, and a passion for customer experience.
The predicted salary is between 47500 - 47500 £ per year.
Location: Birmingham
Reports to: Head of Franchise Operations
Department: Operations
Employment Type: Full-time
Salary: Up to £47.5k per annum
Role Overview
Black Sheep Coffee is seeking a dynamic and experienced Franchise Operations Manager to support our growing network of franchise stores. Reporting to the Head of Franchise Operations, you will act as the main point of contact for franchisees, driving sales growth, operational excellence, and brand consistency across your portfolio of franchised locations. A key aspect of this role is identifying opportunities to support franchisees in expanding their portfolio, helping them discover new and exciting locations to grow their business. You will also monitor performance against critical KPIs, including Brand & Compliance Audits, Google Ratings, Sales, Product Availability, and Customer Wait Times.
Key Responsibilities
- Franchisee Support & Business Development
- Act as the primary contact for franchise partners, conducting regular business reviews to support their growth and success.
- Develop tailored plans for each location, focusing on improving performance against KPIs such as Brand & Compliance Audits, Google Ratings, Sales, Product Availability, and Customer Wait Times.
- Collaborate with franchisees to identify new and exciting locations to expand their portfolio, supporting them in navigating the expansion process.
- Operational Excellence
- Ensure all franchised locations adhere to Black Sheep Coffee’s operational standards, health & safety policies, and brand guidelines.
- Conduct regular site visits, including unannounced audits during different trading periods, to maintain high operational standards.
- Collaborate with franchisees to implement continuous improvement strategies for their stores.
- P&L Ownership & Reporting
- Support franchisees in understanding their P&L and financial reports, providing insights to improve profitability.
- Monitor and analyze performance metrics across your portfolio, providing actionable insights to franchisees and the leadership team.
- Cascade communications and business updates to franchisees, ensuring alignment and clarity.
- Team Engagement & Development
- Encourage franchisees to foster team engagement and build strong connections between their teams and customers.
- Promote the use of the Black Sheep Coffee app and loyalty schemes to enhance customer relationships and retention.
- Champion the "One Team, One Dream" culture across the franchise network, fostering collaboration and mutual success.
- Collaboration & Support
- Partner with the Head of Franchise Operations and other departments to align on campaigns, product launches, and operational improvements.
- Support the roll-out of marketing initiatives and ensure franchisees effectively implement localized campaigns.
- Provide input and insights to the leadership team to refine strategies and improve franchise operations.
About You
- Proven experience in a similar role, ideally within the hospitality, retail, or QSR sectors.
- Strong leadership and communication skills, with the ability to manage and motivate multiple stakeholders.
- Excellent commercial acumen and experience managing P&L responsibilities.
- A proactive problem solver with strong organizational and project management skills.
- Passionate about delivering exceptional customer experiences, maintaining high operational standards, and driving franchisee growth.
- At least 2 years of experience in the specialty coffee or hospitality industry is desirable.
Benefits
- Annual discretionary bonus of up to 15% of the previous year's earnings.
- Reimbursement of monthly mobile phone bills, up to £50 per month.
- Free coffee and drinks at all of our locations, plus discounted food.
- Access to Stream, offering a wide range of high street discounts.
- Earn up to 5% interest on savings through the Stream Build Pot.
- Employee Assistance Programme (EAP), providing confidential counselling and wellbeing support.
- Access to a wellness app through our EAP.
- Quarterly take-home coffee allowance (pods, beans or ground coffee).
- NEST pension scheme with a 3% employer contribution.
- Free daily breakfast, snacks and access to a commercial coffee machine in the office.
- Monthly team drinks, biannual staff socials and a fully stocked office drinks fridge.
- Rapid career progression and ongoing development opportunities.
- Long service awards to recognise key career milestones.
About Black Sheep Coffee
Join one of the fastest-growing specialty coffee brands in the world. Since launching in 2013, Black Sheep Coffee has grown from a disruptive London start-up into an international brand with stores across the UK, US, Europe and the GCC. Our mission remains simple: to Leave the Herd Behind by challenging the status quo and delivering world‑class coffee experiences. As we continue our ambitious global expansion, this is an exciting opportunity to shape the future of one of the industry's most distinctive brands. You'll work alongside an entrepreneurial leadership team in a fast‑moving environment where ideas become reality, accountability matters and success is recognised. If you're passionate about building brands, leading high‑performing teams and delivering commercial impact on an international scale, we'd love to hear from you.
StudySmarter Expert Advice🤫
We think this is how you could land Franchise Operations Manager in London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like BLACK SHEEP COFFEE LTD. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to BLACK SHEEP COFFEE LTD
Don't be shy about reaching out to BLACK SHEEP COFFEE LTD directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Franchise Operations Manager in London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about BLACK SHEEP COFFEE LTD and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at BLACK SHEEP COFFEE LTD
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
