What are the responsibilities and job description for the Franchise Performance Manager position at Edible Arrangements, LLC?
Franchise Performance Manager
Who are we and what do we do?
Edible Brands® is an innovative, Atlanta-based company that acquires, develops, and manages a world-class portfolio of consumer and service brands. From our flagship brand, Edible Arrangements®, to the diverse portfolio under our umbrella—including Rōti Modern Mediterranean®, edible.com®, edibles.com™, freshfruit.com™, and BerryDirect®—we’ve revolutionized the way people experience food.
By combining exceptional products with cutting-edge e-commerce platforms, proprietary software, and a robust supply chain, we create memorable and accessible experiences for customers across the globe. As a dynamic, forward-thinking company, we are constantly evolving to deliver high-quality, innovative solutions that resonate with our customers and franchisees worldwide.
Summary:
The Franchise Performance Manager is a hybrid role that combines business performance management with tactical operational support. This role partners with franchisees to drive success by providing operational guidance, resolving issues, and ensuring adherence to company standards. Additionally, the role handles day-to-day operational inquiries and ticket resolution from franchisees, ensuring timely solutions and continuous support. The position is primarily office-based, with no travel required.
Location: This position will work onsite out of our Corporate Office in Sandy Springs, GA Monday –Friday.
Responsibilities:
Operational Support & Ticket Resolution:
- Serve as the primary contact for franchisees, managing and resolving operational inquiries through the company’s ticketing system
- Troubleshoot issues related to operations, technology, inventory, and customer experience, ensuring timely resolutions
- Collaborate with internal teams (e.g., IT, HR, Marketing, and Supply Chain) to resolve franchisee issues efficiently
- Maintain detailed records of inquiries and resolutions, identifying trends and areas for process improvement
Franchise Performance Management:
- Monitor franchisee performance by analyzing key metrics such as sales, customer satisfaction scores, and compliance with brand standards
- Conduct virtual business reviews to provide insights, identify opportunities for growth, and recommend actionable solutions
- Assist franchisees in understanding and optimizing their P&L statements to drive profitability
Operational Excellence & Compliance:
- Ensure franchisees adhere to company policies, standards, and procedures
- Conduct virtual audits and reviews to assess compliance and operational efficiency
- Provide feedback and recommend corrective actions when standards are not met
Reporting & Insights:
- Analyze ticketing data and operational reports to identify common challenges and areas for improvement
- Generate performance reports for senior management, highlighting trends, risks, and opportunities
- Provide recommendations to improve processes, tools, and franchisee support initiatives
Required Experience:
- Education: Bachelor’s degree in Business, Operations Management, or a related field preferred.
- Experience: 3–5 years of experience in franchise operations, multi-unit management, or customer support within a franchised environment preferred not required
- Experience managing operational inquiries and issue resolution through a ticketing system.
- Strong analytical skills with experience interpreting performance metrics and generating actionable insights.
Key Competencies:
- Proficient in using ticketing systems, CRM platforms, and business intelligence tools.
- Strong problem-solving skills with a customer-centric mindset.
- Excellent written and verbal communication skills, with the ability to simplify complex topics.
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
- Ability to manage multiple priorities and resolve issues promptly in a fast-paced environment.
What We Offer:
- Onsite work environment with work-from-home flexibility, fostering collaboration and relationship building with peers, cross-functional partners, and leadership.
- The stability and resources of an industry-leading company successfully operating for 25 years, with the agility and innovation of a startup, allowing you to make a significant impact and shape our future.
- Growth & Development – Each team member has a visible and immediate impact on the business, offering abundant opportunities for personal and professional growth as we scale in size and sophistication.
- Healthcare plans that include health/dental/vision insurance, 401K Plan, company-paid life insurance and short-term disability, flexible spending account options and more.
- Paid time off, including sick days & holidays to support work-life balance.
We are proud to be an EEO/AA employer. Applicants for employment are considered without regard to race, creed, color, religion, sex, sexual orientation, marital status, national origin, age, and disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard.
