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The Business & Relationship Lead is a trusted, strategic advisor who fosters growth in the business by serving as the primary relationship owner between Chick-fil-A, Inc. and the Operator and is tasked to Serve, Advise, Connect and Respond. Serves as the primary representative of Chick-fil-A as the Franchisor to the Operator. The Business & Relationship Lead displays a breadth of subject matter knowledge and expertise (5 Critical Success Factors), depth in the Operator relationship and is responsible for supporting the continued growth, health, and expansion of a portfolio of Restaurants. They provide immersive, front line Operator support, accessible 24 hours per day, seven days each week, including holidays to meet the unique demands of Operators they support and their restaurant. The Business & Relationship Lead will support 25 – 35 Operator relationships across 35 - 50 restaurants, responsible for approximately \$175M in sales. The Business & Relationship Lead is entrusted with partnering with Operators and Markets to achieve their vision and goals, execute the Area vision and strategy, and uphold the Operator Agreement. The Business & Relationship Lead will serve as a strategic business partner, building trusted advisor relationships and coaching Operators—including Priority Operators and Strategic Operator Groups—to maximize their potential. The Business & Relationship Lead will act as a thought partner to individual Operators and Markets to strengthen their leadership capabilities, foster their growth, and develop sub-Area strategies while helping individual Operators align their plans to these Area strategies. The Business & Relationship Lead will advise Operators in individual and group/market settings. The Business & Relationship Lead will promote and facilitate collaborative and performance building opportunities among Operators in the Area, including Marketing Advisory Panels. The Business & Relationship Lead is a core member of the Area Support Team, representing and influencing on behalf of individual Operators and Markets as well as influencing and consulting on selection, real estate and reinvestment decisions. At the Support Center, the Business & Relationship Lead will spearhead special teams, projects, and task forces that have Area and Region implications. The Business & Relationship Lead will direct critical in-field initiatives and correspondingly represent the Voice of the Operator. The Business & Relationship Lead will report to the Area Director. Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
Responsibilities
Steward of the Franchise Agreement
Upholds the Franchise Agreement
Ensures Brand protection by driving accountability to Operating Standards and Operational Requirements
Shepherds improvement opportunities by recommending action plan and leveraging specialists
Proactively takes measures to reduce or eliminate organizational and/or Operator risks
Provides input and point of view for Operator selections and terminations
Total Business Advisor
Uses a wholistic approach to analyze and diagnose Operator business challenges and opportunities
Serves as a Strategic Business Coach; sees big picture/how it all fits
Consults to Winning Hearts Every Day
Ensure Quality and Safe experiences
Conducts Annual Business Assessment related to brand standards and Five CSF’s with every Operator
Bridges the gap between Support Center strategy, Restaurant-specific circumstances, and Operators’ viewpoints
Lead special teams, projects, and task forces that have restaurant / Area / Region implications
Consults to effective Planning and Goal Setting
Translate the Area vision into a tactical Area strategy and create actionable Area plan
Collaborator and Connector between Operators and Chick-fil-A
Represents the voice of the Operator and Chick-fil-A, Inc., effectively
Stewards and shares best practices as well as connects Operators to available resources
Monitors key interactions to remove barriers and ensure progress (e.g. Specialty Consulting engagements)
Facilitator of Market Collaboration
Leads the effort to connect Operators within markets to promote healthy Operator dynamics and Market-level collaboration
Pulls in resources to support specific market needs
Promotes Operator to Operator learning
Ambassador of Care
Represents Chick-fil-A’s presence in personal, critical/milestone moments
Discerns level of Chick-fil-A presence/ approach and directs the coordination of response (pulls on partners for execution)
Champions Chick-fil-A’s culture of care through effective people acumen
Lead Point of Contact for Emergency Business Issues
Serves as the lead point of contact for supporting Chick-fil-A related business emergencies and ensures appropriate response by cross-functionally partnering internally when needed
Requirements
8-10 years of relevant business experience
Experience facilitating groups to reach common goals
Foundational business and restaurant operations acumen
Strong business judgment
Ability to build strong, positive relationships and communicate effectively to positive performance influence
Strong emotional intelligence
Cross-functional collaboration
Ability to manage conflict
Consulting
Takes initiative and ownership
Communicates effectively and with candor
Ability to balance multiple, sometimes conflicting stakeholder interests
Ability to distill complex, disparate data into simplified, actionable insights
Experience driving continuous improvement and motivating individuals to act
Ability to anticipate and decipher market trends to develop strategies and plans
Ability to ensure food quality and provide recommendations by executing food tastings of the Chick-fil-A menu
Ability to work within a restaurant as a team member for up to 30 days
Ability to lift up to 50lbs when necessary, in the restaurants
