[Hiring] Franchise Performance Manager @Driven Brands Inc.

Role Description

The Franchise Performance Manager will be responsible for ensuring strategic and operational consistency between sales and operations activities to improve overall performance, client satisfaction and growth of the CARSTAR Canada network.

This individual will be responsible for overseeing and managing franchise performance of locations across Canada. The role ensures that locations meet and exceed performance expectations regarding but not limited to customer service, operational goals, equipment, and KPI targets (specific to insurer scorecards).

What you’ll Drive:

• Interdepartmental coordination: Act as the primary link between sales and operations teams to foster seamless communication, better understanding of common goals, and strategic alignment.
• Engage in scheduled conversations with insurers to set goals for enhancing the CARSTAR network and insurance relationships.
• Review and enhance the insurance contracts, specifically the guidelines and various allowances given to CARSTAR centers.
• Development of integrated processes: Create and implement processes that allow for a better transition between sales targets/objectives and operational capacity.
• Performance data analysis: Analyze the performance indicators of the two departments to identify gaps, growth opportunities, and areas for improvement.
• Strategic Development Collaboration: Participate in the development of the CARSTAR network expansion strategy, ensuring that it is realistic, coherent, and supported by available resources.
• Implement and enforce standard operating procedures to maintain consistency in service quality and operational efficiency.
• Conduct regular process audits of location operations.
• Develop and implement repair efficiency strategies to increase tech efficiencies and revenue targets and growth.
• Provide leadership and mentorship to location owners, managers, and staff to promote a positive work environment and foster employee development.
• Work in coordination with Training and Development to deliver training sessions on various specialized programs, repair procedures, equipment, etc.
• Future: Help create a section in Collision U to content related to specialized and dedicated programs.

Qualifications

• Minimum of 5-7 years of experience in the collision industry in an operational and/or management role.
• Understanding of body shop processes and procedures such as disassembly, repair, and insurance estimation.
• Significant experience in sales, operations or corporate development management functions.
• Strong project management, communication and cross-functional leadership skills.
• Ability to work in a matrix environment and influence without direct authority.
• Strategic vision combined with a concrete understanding of the operational realities of the network.
• Ability to analyze KPI data and develop action plans to improve performance.
• Willingness to travel up to ~30% within Canada.