National Audiology service provider is looking for a well seasoned Area Manager to oversee all franchise operations.
Job Objectives:
- Ensure all Customer complaints are resolved in manner in line with Franchisor Business ethos
Job Knowledge and Skills Required:
• Retail/Pharma Merchandising
• Intermediate Level for Word, Excel, and PowerPoint
• Excellent business writing skills
- Principle Accountabilities:
Track financial performance to ensure that Franchise Agreement levels of turnover, stock, gross profit and debtors levels are being met or exceeded. Ensure that assigned financial manager and NFM are informed timeously where results are below the required level. Implementation of corrective programmes (e.g. "TLC").
Advise franchisees and practice personnel on the implementation of company systems in close co-operation with our Central Office and Computer Support staff, to assist practices to manage effectively and profitably.
Monitor merchandising and housekeeping standards to ensure that the company's image and commitment to customer service is maintained in each store.
Ensure that marketing promotions are implemented in stores within the defined "roll out" period. (In addition to the national campaigns, these may include arranging of special events and store opening functions, all with the close co-operation of the SA marketing and merchandising team.)
Identify trading areas, which require franchise stores and in conjunction with NFM, ensure that new stores are opened according to the laid-down procedure and time schedule.
In conjunction with Training Officer, ensure that practice personnel are given the necessary training and support to enable them to operate at the required standard from the outset.
Ensure that all franchisees in the region are kept fully informed on company issues, policies and procedures.
Ensure all practices are operating in accordance with company policies/requirements.
Co-manage company business partner initiatives (e.g. auto-refractor operators in Sales House stores) and ensure these receive the necessary training, development, monitoring and reporting.
Task Outline
Staff:
- Check Employment contracts
- Check Attendance register
- Observe staff on how they communicate with customer, check if they tell them about our offers and promos, if they tell them about our warranties
- Performance management (HR) - Template
- Appraisals (HR) - Template
- Employer expectations of staff (HR) - Job Descriptions: Optom, Practice Manager, Dispenser, Frontliner, General Assistant, Lab Technician
Loyalty:
- Check Accuracy of Data
- Check possible Fraud on redemptions
- Examine Loyalty reports and confirm which loyalty is dominant
Training:
- See that weekly training sessions are being facilitated with all staff members including franchisee-resident optom. A detailed agenda with outcomes should be tabled
- Register( filed for record purposes ) should be signed by all members attending the training session ( Template attached )
- Ensure that all staff members verbalize there understanding of our core offers and promotions.
- Test all staff with Questionnaire provided by headoffice on promotions and core offers.
Memo file:
- Check that all memos are filed according to date order
- Ensure that all memos are read by all staff members including franchisee- resident optom
- Allow staff members to verbalize there understanding of the respective memos
Franchisee Training:
- Ensure that a planned ( by appointment ) visit is facilitated with franchisee- resident optom to update on administrative tasks and our core offers. Monthly store reports ( distributed at least 7days prior to meeting ) should also be discussed with clear understanding of setting the goals .
Calico Manual:
- Ensure that the electronic version of calico is accessible to all staff members
Edcon, RCS, Outsurance:
- Check accuracy of reconciling procedures done on edcon, rcs and outsurance accounts
- Make sure that patient was invoiced with correct Rate (Edcon and RCS = Edcon Rate)
Standard Offers:
- Ensure that all staff have access to the Summary of all offers and vouchers.
- Let staff explain 1 or 2 offers in their own words in the weekly meetings - make sure that somebody is present who has a detailed understanding of all offers .
Affordable Quotations:
- Check if customers receive more than 1 quotation so they can make an informed decision on their purchase
- This should include an Exit price quotation
- Check if Patient's have signed the accepted quotation. ( random on at least 5/10 examples )
Credit
- Evaluate the acceptance and rejection rates on credit services
Debtors
- Check that 90 days plus is <10% of the overall debtors
- Check Unallocated for the last 6 months
- Write off Debt less than R50 ( this amount should be jointly accepted by franchi
