- Execute the Etisalat Franchise Strategy and ensure alignment with the overall retail strategy of acquisition of higher value subscribers and delivery of exceptional customer experience
- Manage the Franchise operations and performance whilst ensuring adherence to quality standards, Policies and processes
- Identify suitable locations for Franchise Experience Centres and evaluate potential opportunities, preparing the requisite business cases for management approval
- Ensure the proper execution of Franchise Rollout objectives
- Ensure timely implementation of Franchise store rollout programs according to set targets
- Monitor the performance of the Franchise Experience Centres and evaluate the profitability of the Franchise Experience Centres monthly, quarterly and yearly
- Support Franchisees in the development of tactical initiatives to drive footfall and sales into the Franchise Experience Centre
- Ensure the development and deployment of risk management profiles and early warning procedures/mechanisms to ensure the protection of Etisalat interests and mitigate risks for the Franchisees
- Manage the integration of the Franchise strategy with the overall Consumers Sales & Service strategy
- Integrate activities of various departments (retail marketing, customer care, supply chain, finance and segments) to support the smooth running of the Franchise Experience Centres
- Facilitate and co-ordinate the selection process for Franchisees and ensure it is in line with the laid down procedures.
- Ensure compliance with Franchise and Service Level Agreements
- Maintain awareness of market trends, customer needs and competitor initiatives and devise strategies to optimally utilize market opportunities within the franchising space
- Co-ordinate the various internal departmental activities to support rollout of Franchise Experience Centres
- Liaise with Retail Sales Operations on Franchise Store activity reporting
- Manage 3rd party relationship and requirements
- Manage the interface with the Regional Retail Sales, Retail Marketing, Customer Experience, and Customer Care and Support teams
- Implement Franchise support and execution capability within Etisalat
- Manage the 3rd party relationship and requirements.
- Manage escalation and resolution of Franchise operations issues
- Advise internal stakeholders on direction and policy towards Franchise Strategy and Rollout
- Advise the owner operator on the varied issues that affect Franchise operations, performance and profitability
- Ensure the integration and proper alignment of Etisalat and Franchisee organizations.