General Manager - Franchise Operations - Ice Cream Chain

Overview:

Company is one of the world's largest ice cream chains globally. It started in North America, but today, it is present in over 50 countries around the world, with almost 8000 stores worldwide.

India is a major growth hub for the brand, housing over 1,000+ locations across 300+ cities. Primarily operating in a FOFO (Franchise Owned - Franchise Operated) model.

Job Title: General Manager - Franchise Operations

Location: Mumbai

Reporting to: Head - Parlor Channel

Role Purpose:

The role will be responsible for leading and driving franchise operations across the Baskin-Robbins parlour business network. The individual will work closely with the Regional Heads and Functional Heads to strengthen operational excellence, drive sales growth, elevate customer experience, business expansion, and overall franchise performance and profitability across regions.

Key Responsibilities:

• Manage and support franchise/parlour operations across regions to ensure smooth business functioning and achievement of sales targets.

• Drive operational excellence through implementation and monitoring of SOPs, service standards, and process adherence.

• Build and maintain strong relationships with franchise partners to ensure business alignment and performance improvement.

• Drive expansion of new parlours/franchise outlets through coordination with internal and external stakeholders.

• Work closely with the Training department to ensure customer excellence across the country.

• Monitor sales performance, operational KPIs, customer experience metrics, and outlet profitability.

• Identify opportunities for business growth, local marketing initiatives, and digital sales enhancement.

• Ensure consistency in brand standards, product quality, hygiene, food safety and customer service across all parlours.

• Coordinate with supply chain, marketing, finance, training, and HR teams for smooth execution of operational plans.

• Drive process improvements and operational efficiencies across the franchise network.

• Take ownership of assigned regions/business verticals and contribute towards long-term business growth.

Preferred Background:

• 15 - 20 years of experience in franchise operations, QSR especially ice cream or caf, bakery (multiple locations PAN India).

• Experience in handling large-scale outlet networks across multiple regions.

• Has had direct P/L responsibility.

• Should have served in a leadership / Head role and managed a large team.

• Exposure to sales operations, customer experience, SOPs, and business development.

• Prior experience in brands with strong retail/franchise presence will be required.

• Ability to work in a fast-paced and growth-oriented environment.

Leadership Traits:

• Strong leadership skills.

• Strong execution orientation.

• High ownership mindset.

• Collaborative working style.

• Data-driven decision making.

• Ability to manage cross-functional stakeholders.

• Strong people and business management capabilities.