Purpose:
- The Franchise Business Representative (FBR) plays a central role in supporting, developing and growing the Xpress Batteries franchise network.
- The FBR acts as the primary operational link between company Head Office and franchisees, ensuring that franchise stores operate in accordance with the Xpress Batteries brand, operational standards, Standard Operating Procedures (SOPs), commercial principles and franchise requirements.
- The position is responsible for providing ongoing operational support and guidance to existing franchisees, conducting regular store visits and audits, identifying areas for improvement, facilitating training and development, and supporting franchisees in achieving sustainable business performance.
- The FBR will also play a key role in the successful establishment of new franchise stores, from pre-opening planning and site readiness through to store setup, staff training, operational implementation and post-opening support.
- A further key responsibility is to actively identify and develop potential new franchise opportunities by building a pipeline of suitable prospective franchisees and locations in line with the Xpress Batteries expansion strategy.
- The successful execution of these responsibilities will ensure that the franchise network continues to grow while maintaining consistent operational standards, strong franchisee relationships, brand integrity and commercial performance.
Key Performance Areas:
- Franchisee Relationship Management and Business Support
- Franchise Operational Excellence and Compliance
- Store Audits and Corrective Action Management
- Franchisee and Staff Training & Development
- New Store Opening and Implementation
- Franchise Sales and New Business Development
- Franchise Buy-In Performance, Product Penetration & Business Growth
- Brand, CI and Customer Experience Standards
- Reporting, Administration and Continuous Improvement
- Franchise Network Growth and Strategic Support
Franchise Business Representative – Franchise Network
Franchisee Relationship Management and Business Support
Purpose: To build strong, professional and productive relationships with franchisees and provide practical support that enables them to operate successful and sustainable Xpress Batteries businesses.
Key Responsibilities:
- Act as the key operational contact between company Head Office and allocated franchisees.
- Conduct regular store visits and maintain consistent engagement with franchisees.
- Understand the individual needs, challenges and opportunities of each franchise.
- Provide guidance and support on operational, sales and customer service matters.
- Assist franchisees in identifying opportunities to improve business activity, buy-in performance and operational efficiency.
- Proactively identify potential issues before they negatively impact store performance.
- Escalate matters requiring Head Office intervention in a timely manner.
- Support franchisees in implementing company initiatives, campaigns and strategic priorities.
- Build trusted relationships while maintaining accountability to franchise standards.
- Encourage franchisees to take ownership of their business performance and operational standards.
Franchise Operational Excellence and Compliance
Purpose: To ensure that all franchise stores operate consistently and in accordance with Xpress Batteries operational requirements, SOPs, franchise standards and brand expectations.
Key Responsibilities:
- Ensure franchisees understand and implement all relevant SOPs.
- Provide ongoing operational guidance and support.
- Monitor compliance with operational processes including opening and closing procedures, cash handling and banking, stock management, ordering and replenishment, administration and reporting, customer service, health and safety, store housekeeping and staff management.
- Identify operational gaps and recommend corrective actions.
- Support franchisees in implementing process improvements.
- Monitor adherence to company policies, procedures and franchise requirements.
- Ensure new SOPs and process changes are communicated and implemented effectively.
- Work closely with relevant Head Office departments to resolve operational challenges.
Franchisee and Staff Training & Development
Purpose: To ensure franchisees, store managers and staff have the knowledge, skills and tools required to operate successful Xpress Batteries stores.
Key Responsibilities:
Assess training needs across the franchise network.
- Develop and implement franchisee and store staff training plans.
- Conduct operational onboarding for new franchisees.
- Train franchisees and staff on company systems, SOPs and processes.
- Facilitate product and battery fundamentals training where required.
- Provide training on sales techniques, customer service and upselling.
- Train franchisees and staff on compliance requirements.
- Support store managers with coaching and performance development.
- Maintain training records for franchisees and staff.
- Measure the effectiveness of training through assessments, store audits and performance improvement.
- Identify recurring knowledge gaps and recommend additional training interventions.
New Store Opening and Implementation
Purpose: To ensure every new Xpress Batteries franchise store is opened professionally, on time and fully operational, with the franchisee and staff adequately prepared to trade from day one.
Key Responsibilities:
- Support the franchisee throughout the new store opening process.
- Develop and maintain a detailed pre-opening checklist.
- Coordinate with relevant Head Office departments regarding store requirements.
- Assist with store setup and operational readiness.
- Ensure implementation of Xpress Batteries CI and brand standards.
- Assist with merchandising, product layout and stock positioning.
- Ensure systems, POS, reporting and operational processes are ready before opening.
- Assist with initial stock planning and store readiness.
- Coordinate franchisee and staff training before opening.
- Conduct operational readiness assessments before launch.
- Provide on-site support during the opening period where required.
- Monitor the first 30/60/90 days of trading and provide structured support.
- Identify and resolve early-stage operational challenges.
- Complete a formal post-opening review.
Franchise Sales and New Business Development
Purpose: To actively identify, qualify and develop new franchise opportunities to support the continued growth of the Xpress Batteries franchise network.
Key Responsibilities:
- Identify potential franchisees through networking, referrals, market activity and business development initiatives.
- Identify potential franchise territories and locations.
- Develop and maintain an active pipeline of prospective franchisees.
- Conduct initial franchise opportunity discussions.
- Qualify prospective franchisees against agreed criteria.
- Understand the prospective franchisee's business experience, financial capability and suitability.
- Present the Xpress Batteries franchise opportunity professionally.
- Coordinate prospective franchisee engagement with relevant Head Office stakeholders.
- Assist with territory and location assessments.
- Conduct market and competitor assessments where required.
- Maintain accurate records of all franchise leads and opportunities.
- Provide regular pipeline reporting to the XCE General Manager.
- Build relationships that generate sustainable future franchise opportunities.
Franchise Buy-In Performance, Product Penetration & Business Growth
Purpose: To support franchisees in growing their businesses by increasing purchasing activity, improving product range penetration and driving the adoption of XCE products and accessories across the franchise network
Key Responsibilities:
- Monitor franchisee buy-in volumes on a monthly basis.
- Analyse buy-in trends by franchise, territory, product category and product range.
- Identify franchisees showing declining, stagnant or inactive buy-in activity and proactively engage with them.
- Identify opportunities to increase the breadth and depth of products stocked by each franchise.
- Drive the listing and stocking of XCE accessories across the franchise network.
- Educate franchisees on the commercial opportunity and customer benefits of carrying a broader accessory range.
- Work with franchisees to identify the appropriate accessory range for their individual store and customer base.
- Monitor accessory buy-in by franchise and identify gaps in product penetration.
- Drive adoption of new products and product categories launched by XCE.
- Share product knowledge and sales opportunities with franchisees and store teams.
- Support franchisees with product, promotional and merchandising initiatives designed to increase purchasing activity.
- Identify best practices from high-performing franchisees and share these across the network.
- Develop action plans for franchisees with declining buy-in or limited product range penetration.
- Monitor dormant and low-activity franchise accounts and support reactivation initiatives.
- Provide regular reporting to the XCE General Manager on franchise buy-in performance and product penetration.
Brand, CI and Customer Experience Standards
Purpose: To protect and strengthen the Xpress Batteries brand by ensuring consistent customer experience and brand representation across the franchise network.
Key Responsibilities:
- Ensure franchisees comply with Xpress Batteries CI guidelines.
- Conduct regular brand and visual standards assessments.
- Ensure signage, branding, merchandising and store presentation meet required standards.
- Support franchisees with local marketing implementation.
- Ensure promotional material is displayed correctly and within required timelines.
- Monitor customer service standards.
- Review customer complaints and recurring service issues.
- Support franchisees in implementing customer service improvements.
- Conduct or coordinate mystery shopping where applicable.
- Ensure franchise stores represent the Xpress Batteries brand consistently.
Reporting, Administration and Continuous Improvement
Purpose: To provide accurate, timely and meaningful reporting that enables XCE management to make informed decisions regarding the franchise network.
Key Responsibilities:
- Maintain accurate franchise store visit and audit records.
- Submit regular franchise performance reports.
- Provide monthly reporting on franchisee performance, compliance and key issues.
- Track outstanding corrective actions.
- Maintain the franchise prospect pipeline.
- Provide new store opening progress reports.
- Identify recurring issues and recommend improvements.
- Analyse franchise network trends and provide insights to management.
- Ensure all required administration is completed accurately and on time.
- Contribute to the continuous improvement of franchise processes, SOPs and support structures
Franchise Network Growth and Strategic Support
Purpose: To contribute to the long-term growth and sustainability of the Xpress Batteries franchise network.
Key Responsibilities:
- Identify market opportunities for new franchise stores.
- Monitor competitor activity and market developments.
- Identify potential gaps in the current franchise network.
- Assist with territory development and expansion planning.
- Provide input into franchise network strategy.
- Identify opportunities to improve franchisee sustainability and business activity.
- Share market intelligence with the XCE General Manager.
- Support strategic projects impacting the franchise network.
- Contribute to the development of franchise support tools, systems and processes.
- Assist in ensuring the franchise network grows without compromising operational standards or brand integrity.
KPIs:
- Planned franchisee visits completed.
- Franchisee engagement / visit completion rate.
- Action plans completed within agreed timelines.
- Reduction in recurring operational issues.
- Franchisee retention rate.
- Average franchise compliance score.
- SOP compliance percentage.
- Percentage of franchise stores meeting minimum operational standards.
- Reduction in repeat compliance findings.
- Corrective action closure rate.
- Number of unresolved high-risk operational issues.
- 100% completion of scheduled audits.
- Average franchise audit score.
- Corrective action closure rate.
- Percentage of corrective actions closed within agreed timelines.
- Reduction in repeat audit findings.
- Number of critical findings outstanding beyond agreed deadline.
- Training plan completion rate.
- Percentage of franchisees/staff completing required training.
- New franchisee onboarding completed within agreed timeframe.
- Training assessment / competency scores.
- Improvement in audit scores following training.
- Reduction in operational errors attributable to training gaps.
- New stores opened according to approved launch date.
- New store pre-opening checklist completion rate.
- 100% completion of mandatory pre-opening training.
- Store operational readiness score prior to opening.
- First 90-day compliance score.
- First 90-day buy-in performance vs agreed expectations.
- Number of critical opening issues.
- Successful completion of 30/60/90-day post-opening reviews.
- Number of qualified franchise leads generated.
- Number of active prospects in the franchise pipeline.
- Conversion rate from qualified lead to approved franchisee.
- Number of new franchise agreements concluded.
- Number of new stores opened from own pipeline.
- New territory opportunities identified.
- Pipeline value / potential store opportunities.
- Average time from qualified lead to franchise approval.
- Franchise network buy-in volume growth vs prior year.
- Franchise buy-in volume vs agreed target, where applicable.
- Percentage of franchisees showing positive year-on-year buy-in growth.
- Percentage of franchise stores stocking the agreed XCE accessory range.
- Accessory buy-in volume/value growth across the franchise network.
- Number / percentage of franchisees newly adopting XCE accessories.
- Average number of accessory categories stocked per franchise.
- New product adoption rate across the franchise network.
- Number / percentage of dormant or declining franchisees reactivated.
- Action plans completed for underperforming franchisees.
- Brand / CI compliance score.
- Percentage of stores meeting visual standards.
- Promotional implementation rate.
- Mystery shopper score.
- Customer complaint resolution rate.
- Customer satisfaction score.
- Reduction in recurring customer experience issues.
- 100% on-time reporting.
- Reporting accuracy.
- Corrective action tracking accuracy.
- Franchise pipeline reporting accuracy.
- New store project reporting accuracy.
- Number of implemented process improvements.
- Reduction in recurring operational issues.
- Number of viable new territory opportunities identified.
- New franchise stores opened.
- Franchise network growth.
- Franchisee retention rate.
- Franchise network compliance maintained during growth.
- Strategic projects completed within agreed timelines.
- Improvement in franchisee performance and sustainability.