At Tortilla, we're looking for an experienced operator to join us as our Central Operations & Franchise Manager. This is a high-impact role at the heart of our business, connecting strategy with store-level delivery across our company-owned and franchise estate.
You'll be the key operational partner for our franchisees, building trusted relationships while ensuring our brand standards, commercial expectations and guest experience are delivered consistently. You'll also lead the operational implementation of business-wide initiatives, including new restaurant openings, menu launches, equipment changes, trials and new processes.
What you'll be doing:
- Acting as the primary operational contact for our franchise partners
- Supporting and challenging franchise partners to deliver strong commercial performance, operational excellence and brand standards
- Monitoring sales, compliance, audit performance and agreed improvement actions
- Leading Quarterly Business Reviews and producing monthly franchise performance updatesSupporting the onboarding of new franchise partners and storeopenings
- Coordinating operational projects and change initiatives across the UK, France and franchise estate
- Planning and leading operational trials, launches and rollouts
- Creating clear implementation plans and ensuring stores are fully prepared for change
- Using guest feedback, NPS, reviews and mystery guest results to identify and drive improvements
- Maintaining clear and effective communication between restaurants, franchise partners and the Support Centre.
What we're looking for:
You'll be a credible and commercially minded operator with:
- Strong restaurant or QSR operational experience
- Experience working within, or closely alongside, a franchise business
- A clear understanding of restaurant operations and front-line challenges
- The ability to influence, challenge and hold partners accountable without direct authority
- Strong commercial awareness and an understanding of what drives franchise performance
- Experience leading cross-functional projects and operational change
- Excellent stakeholder management, communication and planning skills
- The ability to translate strategy into practical, executable plans
- Confidence managing multiple priorities in a fast-paced environment
- Flexibility to travel regularly across our stores
This is an opportunity to shape how operational change is delivered across a growing, multi-market restaurant business. You'll work closely with senior leaders, franchise partners and Support Centre teams, with real ownership and visibility across the organisation.
Central Operations & Franchise Manager Fitzrovia, Greater London, United Kingdom Competitive &... employer: Tortilla
At Tortilla, we pride ourselves on being an exceptional employer, offering our Team Members in Clapham Junction a vibrant work culture filled with camaraderie and support. With competitive pay, free meals during shifts, and a range of benefits including discounts and wellbeing support, we ensure our team feels valued and appreciated. Our commitment to career progression is evident, as many of our HQ staff began their journey in-store, making this an ideal place for those eager to grow and thrive in a dynamic environment.
