Customer Service Manager

The Customer Service Manager (CSM) is responsible for managing franchisee-facing operations and Customer Service execution, acting as the central coordination point between franchisees and internal departments.

This role ensures franchisee requests are properly scoped, prioritised, and coordinated across teams, in compliance with Franchise Terms & Conditions (T&Cs), approved SOPs, and brand standards.

The CSM also serves as a Brand Custodian, jointly conducting Quality Assurance (QA) checks with the Franchise Manager to ensure consistent execution and brand integrity across all franchise locations.

• Franchisee coordination and Customer Service performance
• Structured request management and cross-department coordination
• Enforcement of Franchise T&Cs and approved scope
• Brand standards governance and QA follow-up
• Consistent and professional franchise experience

1. Franchisee Request Management

• Act as the primary point of contact for franchisees on operational matters
• Ensure all franchisee requests are:

o Clearly defined and properly documented

o Aligned with Franchise T&Cs and approved SOPs

• Provide clear guidance on scope, timelines, and next steps
• Escalate requests requiring management decision where appropriate

1. Customer Service Team Leadership

• Lead, manage, and develop the Customer Service team
• Define CS roles, responsibilities, and escalation pathways
• Monitor response quality, turnaround time, and communication standards
• Coach and performance-manage CS team members
• Ensure consistent SOP-based execution and documentation discipline

1. SOP, Scope & KPI Ownership (Customer Service Function)

• Develop, maintain, and continuously improve:

o CS SOPs

o Scope of work

• Define and monitor CS KPIs, including:

o Response time

o Resolution time

o Request accuracy

o Compliance with Franchise T&Cs and SOPs

• Use KPI and QA findings to drive continuous improvement

1. Cross-Department Coordination

• Coordinate validated franchisee requests with relevant departments:

o Administration

o Accounting / Billing

o Operations

o Marketing

• Ensure requests are clearly communicated, actionable, and tracked
• Follow up on progress and timelines
• Escalate recurring delays or systemic issues to management

1. Store Setup & Expansion Support

• Coordinate franchisee support during:

o Store setup

o Pre-opening preparation

• Align internal teams on approved scope, timelines, and deliverables
• Ensure brand standards and SOPs are consistently applied during setup

1. Daily Operations Support (Franchisee-Facing)

• Support franchisees on day-to-day operational matters within approved scope
• Identify recurring questions, gaps, or inefficiencies
• Work with Operations, QA, and R&D teams to address gaps through SOP refinement
• Escalate operational risks or trends to management when required

1. Brand Custodian & Quality Assurance (Joint Role)

• Serve as a Brand Custodian, jointly with the Franchise Manager
• Conduct QA checks and audits to assess compliance with:

o Brand standards

o Approved SOPs

• Document QA findings and coordinate corrective actions
• Track follow-ups and ensure closure of identified gaps

1. Franchise Experience Management

• Ensure a consistent, professional, and structured franchise experience
• Maintain clear communication standards and documentation
• Balance support with governance to ensure sustainable operations
• Promote clarity, consistency, and alignment across franchise interactions

• Minimum 5–8 years experience in Customer Service, Franchise Support, or Operations Support
• Prior experience as a Customer Service Manager is mandatory
• Experience managing teams and external stakeholders
• Strong understanding of SOP-driven environments
• Exposure to brand standards, QA, or audit-based roles is an advantage
• Structured, professional, and confident in managing scope and expectations
• Strong communication, coordination, and documentation skills