Support Executive - Existing Outlets

Designation: Support Executive Existing

Location: Surat, Gujarat (On-site)

Department: Operations / Franchise Support

Experience: 1-2 Years

We are looking for a responsible and customer-focused Support Executive Existing to manage post-launch franchise operations and act as the primary point of contact for assigned outlets. This role focuses on issue resolution, compliance, performance improvement, and ongoing engagement with franchise partners to ensure smooth operations, brand adherence, and business growth.

• Take complete handover of live outlets from the Upcoming Support team.
• Initiate first message and call post-handover to establish ownership and rapport.
• Handle franchise queries and customer complaints promptly and professionally.
• Ensure response to all franchise queries within 3 working hours.
• Conduct weekly calls with each assigned outlet (minimum once per week).
• Perform regular follow-ups on pending operational, marketing, and compliance tasks.
• Plan and support outlet-specific offers and local promotions.
• Coordinate Term Sheet execution and E-signing, where applicable.
• Coordinate and confirm marketing reimbursement cases with accounts and marketing teams.
• Share graphics and artwork with outlets within defined timelines.
• Coordinate and schedule training sessions for franchise owners and staff.
• Conduct monthly virtual audits for assigned outlets (minimum 13 outlets per month).
• Maintain and update Master Data and Master Sheets accurately.
• Follow up on POS renewals, agreement renewals, and pending documentation.
• Collect and manage feedback videos from outlets (minimum five per month).
• Provide data-driven and actionable recommendations to improve outlet sales, service quality, and profitability.
• Support internal teams with outlet data, reports, and operational insights.
• Assist the marketing team with outlet-level execution and compliance.
• Escalate critical issues, repeated non-compliance, or high-risk cases to management.
• Ensure strict adherence to SOPs, brand standards, company policies, and confidentiality norms.

• Franchise queries are acknowledged and resolved within defined response timelines.
• Weekly engagement calls are conducted consistently for all assigned outlets.
• Monthly virtual audits are completed as per defined targets.
• Marketing creatives and artwork are shared within agreed turnaround times.
• Master data remains accurate with zero discrepancies.
• Training sessions are coordinated and completed as planned.
• Compliance-related follow-ups are closed within defined timelines.
• Feedback videos are collected and documented as per monthly requirements.

• Bachelor's degree in Operations, Hospitality, Business, or a related field (preferred).
• Experience in franchise support, operations, customer success, or relationship management roles.
• Strong communication, coordination, and problem-solving skills.
• Ability to handle escalations and sensitive situations professionally.
• Comfortable working with reports, audits, SOPs, and data tracking sheets.
• Proficiency in Excel/Google Sheets and communication tools.

• Customer-centric and solution-oriented mindset.
• Strong ownership and accountability.
• Organized, disciplined, and detail-focused.
• Ability to manage multiple outlets and priorities simultaneously.

Contact us:

Email: [Confidential Information]

Phone number: 9316747075

Fill out this Google form!

https://forms.gle/oXRUeTLejygnYJBH6