Manager, Dist. & Franch. Relationship in at Independent Purchasing Cooperative Inc

At Independent Purchasing Cooperative (IPC), we are more than just a supply chain services provider—we're the strategic sourcing partner behind one of the world’s most recognized brands: Subway®. As a member-owned organization, we are driven by our commitment to serve the franchisees who own and operate Subway® restaurants across North America, Canada, Puerto Rico, and the U.S. Virgin Islands. Headquartered in Miami, FL, we were founded in 1996 with a mission to help franchisees be more profitable and competitive by delivering exceptional value through supply chain solutions, contract negotiation, technology initiatives, and industry expertise. At IPC, you'll find a supportive and inclusive environment that fosters personal growth, professional development, and a healthy work-life balance. Whether you're a seasoned supply chain professional or just beginning your career journey, IPC offers opportunities to make a meaningful impact!

IPC is seeking a highly motivated Distributor & Franchisee Relationship Manager to be responsible for streamlining onboarding processes for distributors and providing operational support to franchisee restaurants. This position ensures successful integration, fosters strong relationships, and facilitates open communication between the company, distributors, and franchisees, paving the way for collaboration and growth. The franchisees' success is a key objective of this role.

Essential Duties and Responsibilities:

Onboarding Support:

• Assist the Distribution Manager with key DC transitions to ensure franchisees and distributors have the necessary information and experience for success.
• Provide post-transition support to franchisees and distributors, staying in the field for several weeks to ensure the finer details of DC transitions are executed.
• Proactively identify and address potential onboarding challenges to ensure a seamless and positive experience.

Relationship Management:

• Establish and maintain strong, collaborative relationships with distributors and franchisees, serving as their primary point of contact throughout onboarding and transitional phases.
• Foster a culture of trust and open communication, promoting long-term partnerships and mutual success.
• Conduct restaurant visits and meet with key franchisees, managers, and sandwich artists to support challenges.

Operational Assistance:

• Provide expert consultation to franchisee restaurants, diagnosing supply chain-related or IPC-specific service challenges and developing tailored solutions to drive efficiency and profitability.
• Deliver targeted resources and training to enhance operational performance and ensure adherence to brand standards.
• Monitor and report on key operational metrics, identifying areas for improvement and working with IPC functional teams to improve service delivery.

Effective Communication:

• Serve as a critical liaison, facilitating clear and concise communication between distributors, franchisees, and internal stakeholders.
• Proactively communicate updates on new services, cost trends, and other relevant data, ensuring timely and accurate information flow.
• Address inquiries and resolve concerns promptly, maintaining alignment and minimizing disruptions.

Training and Development:

• Develop and deliver engaging training programs and resources, empowering distributors and franchisees with the knowledge and skills necessary for success.
• Continuously evaluate and refine training content to reflect evolving industry best practices and company standards.
• Enhance distributor understanding of products, services, and effective practices.

Problem Solving:

• Step into DC markets where performance is below targets to understand the root cause of any problems.
• Collaborate with partners to escalate or address operational deficiencies until the market stabilizes and franchisees are confident in deliveries.
• Implement preventative strategies and develop contingency plans to address recurring challenges and ensure business continuity.

Performance Feedback Process Improvement:

• Collect and analyze feedback from distributors and franchisees to identify areas for process improvement and enhance overall satisfaction.
• Develop and implement data-driven recommendations to optimize onboarding, operational, and communication processes.
• Monitor satisfaction levels and propose improvements based on feedback.

Knowledge, Skills, and Abilities:

• Understanding of the specific industry (e.g., food service, retail) and its dynamics.
• Effective communication at a professional level with multi-level distribution centers and their representatives.
• Ability to build and maintain strong relationships with distributors and franchisees.
• Ability to interact and communicate effectively with individuals at all levels of multiple organizations.
• Ability to develop and implement effective solutions.
• Strong presentation and facilitation skills.
• Ability to use data analysis to identify trends and areas for improvement.
• Capable of working independently with little supervision.

Competencies:

• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm while maintaining humble professionalism.
• Customer Focus: Building strong franchisee experience through customer and vendor relationships that deliver franchisee-centric solutions.
• Ensures Accountability: Holds self and others accountable to meet commitments, acts with a clear sense of ownership, takes personal responsibility for decisions, actions, and failures.
• Collaborator: Engaging in internal and external partnerships that are beneficial for all parties.
• Resourceful: Secures and deploys resources effectively and efficiently.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives while gaining trust and support of others.
• Communicate Effectively: Develops and delivers a clear message in a variety of communication settings, attentively listens to others, and adjusts their own style.
• Decision Quality: Makes good and timely decisions that keep the organization moving forward.
• Plans and Aligns: Plans and prioritizes work to meet commitments aligned with organizational goals.
• Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Tech Savvy: Anticipates and adopts innovations in business-building digital and technology applications.

Qualifications and Experience:

• Bachelor's degree in Business Administration, Supply Chain Management, Hospitality Management, or a related field.
• 3+ years of proven experience in relationship management or customer service.
• Experience in the food service distribution industry.
• Exceptional communication and people skills.
• Strong problem-solving capabilities and keen diligence.
• Ability to work both independently and collaboratively within a team.
• Proficiency in CRM tools and Microsoft Office Suite.

Preferred Qualifications:

• Knowledge of onboarding processes and best practices.
• Familiarity with restaurant operations and related challenges.
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Leadership Responsibility:
While there are no direct reports for this role, tremendous skill in collaboration, relationship building, and influencing is required.

Travel:
Travel 50% of the time to visit distributors, franchisee locations, conduct site visits, and facilitate problem-solving. Does not require international travel.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee is regularly sitting for extended periods of time. A detailed description of these physical requirements is available upon request. Compliant with the ADA, reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

This is a full-time position. Standard office hours from Monday through Friday, 8:30 AM to 5:00 PM EST. This position may require additional work hours outside these working hours, including weekends, to complete job requirements.

Independent Purchasing Cooperative (IPC) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Disclaimer

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be an exhaustive list of all responsibilities, duties, and skills required for the position. Team Members may be required to perform other duties as requested by their leader(s) in compliance with Federal and State laws.