Position: Operations & Development Manager HD Shops

Reports to: Regional Operations & Training Manager Iberia/LATAM HD Shops

Overview: 

The Operations Manager will be responsible for the overall execution of operational performance of Häagen-Dazs Shops in Mexico and Latin America markets, aligning with the strategic direction set by the U.S.-based strategic leadership team. This role requires a strong understanding of franchise operations, sales management, and customer service, with a focus on implementing established standards and procedures. The successful candidate will work closely with Franchisees, Shop Managers, and the marketing department to achieve sales targets, maintain quality standards, and drive growth, all while adhering to the global brand strategy and operational guidelines established by the US based leadership team.

Main Responsibilities:

• Operational Management: Oversee the daily operations of Häagen-Dazs stores within the assigned region, ensuring consistent adherence to company standards and procedures established by the US strategic leadership team.
• Sales Performance: Monitor and analyze sales data to identify opportunities for improvement and implement strategies to achieve or exceed sales targets, in alignment with overall sales objectives set by the US leadership team.
• Quality Control: Maintain high standards of product quality, customer service, and store presentation. Conduct regular store visits to assess performance and identify areas for improvement, reporting findings and recommendations to the US team.
• Franchisee Support: Provide guidance and support to franchisees on all aspects of store management, including operational efficiency, staff training, and marketing initiatives, ensuring adherence to established brand guidelines and operational frameworks.
• Staff Training and Development: Ensure that all staff receive adequate training and development to perform their jobs effectively. This includes ongoing training and performance management following the guidelines and resources set by the US leadership team
• New Store Openings: Collaborate with the Global Development Team to support the opening of new Häagen-Dazs stores, ensuring smooth transitions and successful launches, adhering to the established processes and standards.
• Marketing Collaboration: Draft local marketing plans from the HD global brand strategy set by US based leadership and marketing teams to develop and implement effective marketing campaigns and promotions in the local market to deliver on sales targets and increase brand awareness.
• Compliance: Ensure compliance with all relevant company policies, procedures, and regulations, adhering to the global compliance framework.

Education, Experience +Skills Needed

• Bachelor’s Degree in related field. MBA is an advantage.

• 5 years+ brand and managing Franchises

• Full understanding of Franchise model, development and negotiation of business into the Franchise model, all while working within the framework and guidance provided from US based International Segment leadership team

• Strong analytical experience, ability to use data to develop breakthrough business strategies

• Experience in P&L management

• Strong Experience managing Franchisees that operate within a Global Organization

Competencies/ Behaviors :

- Operations excellence:

• Demonstrate pro-activity in the day-to-day management of opening, refurbishment, training …
• Rigorous in following accounting financials and logistics processes, ensuring tools’ updates (Vault, Portal, eBuy) & agreement management maintenance
• Leverage HD Global Brand standards to equip shops to respect Brand standards (as described in the Franchisee agreements) and act when needed (ESP/MS) to ensure an extraordinary experience in HD shops that meets the expectations of the US based international segment strategy

- Communication skills:

• Community builder
• Manage conflict & crisis with FZ demonstrating influence and negotiation skills to protect and secure Häagen-Dazs business
• Influence support functions through feedback of customers and franchises in the definitions of new standards o Participate in the renewal & refurbishment agreements engaging FZ in a business growth mindset

- Entrepreneurship:

• Pragmatic think-out-of-the-box problem solver and can pull up sleeves to lead operational projects from time to time
• You deliver on business objectives through your network & meet targets by partnering with HD Global Marketing teams and International Segment leadership to meet and exceed sales & profitability targets

Direct reports:0