Manager, Franchise Support

Position Summary 
As the primary point of contact, the Manager, Franchise Support is responsible for the operational support, performance evaluation, coaching, and accountability of BNI franchisees across Portugal. This role ensures consistent execution of the BNI system, adherence to franchise standards, and continuous improvement in franchisee performance, while reinforcing alignment to BNI’s mission, core values, and strategic priorities. Through use of performance data, structured reviews, and ongoing coaching, the Manager identifies opportunities, strengthens accountability, and supports execution across the franchise network. The role operates with a strong focus on influencing outcomes through others and partners closely with field leaders to drive improvements in chapter health, membership growth, retention, and overall franchise performance within the country.

Roles and Responsibilities: 

Franchise Performance & Coaching

• Coach and support franchisees (Executive Directors) to improve membership growth, retention, and chapter performance, including new chapter launch performance and overall franchise health.
• Conduct regular Franchise Success and OKR Reviews, performance check-ins, and development planning to reinforce accountability and track progress against KPIs.
• Monitor KPIs, analyzBOP04e performance data and benchmarking insights, and hold franchisees accountable for operational outcomes whileidentifyingtrends, gaps, and opportunities.

Operational Excellence & Standards

• Ensure compliance with franchise agreements and BNI operating standards.
• Supportadoptionof BNI programs, standards, and process improvements.
• Deploy and reinforce organizational initiatives and programs across the franchise network.

Franchisee Enablement & Network Support

• Provide guidance on building and sustaining high-performing local leadership structures, including role clarity, expectations, and performance alignment.
• Supportonboarding ofnew franchisees/Executive Directors.
• Maintain strong working relationships with franchise leaders through clear communication, structured guidance, and consistent follow-up.

Cross-Functional Partnership & Issue Resolution

• Serve as operational liaison between franchisees and EMEA/GST teams, partnering cross-functionally to escalate needs related to training, communications, tools, and operational support.
• Identifyrisks, challenges, and performance issues, escalating asappropriateand supporting resolution efforts.

Franchise Lifecycle Support

• Assistwith renewals and transfers of franchise agreements.
• Anyadditionalduties needed to helpdemonstrateour core values, drive our vision, and fulfill our mission.

Demonstrated Competencies:  

• Communication
• Business Acumen
• Relationship Building
• Performance Management
• Problem Solving
• Influence

Required Qualifications: 

• 5+ years of experience in a multi-unit, franchise, or distributed business environment with responsibility for operational performance, coaching, or business support
• Willing to travel up to 50% of time domestically with limited international travel
• Demonstrated ability to influence, coach, and drive results through others in a field-based or franchise model
• Strong analytical capability with the ability to interpret performance data,identifytrends, and translate insights into action
• Effective communication skills with the ability to clearly convey expectations, feedback, and recommendations to diverse stakeholder groups
• Proven ability to manage multiple priorities,operateindependently, andmaintaina high levelof accountability
• Strong problem-solving skills with the ability to navigate ambiguity and escalate issues appropriately
• Proficiencyin Microsoft Office tools, including Excel, PowerPoint, and Outlook

Preferred Qualifications: 

• Bachelor’s degree in business administration or similar field

Physical Demands and Working Conditions : (Working Conditions apply globally. The Physical Demands section is included to meet U.S. regulatory expectations and may not apply to individuals located outside the United States.) 

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

This is a full-time position. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

An equal opportunity employer.