Stephen Ross
Escondido
Summary
Dynamic operations leader with a proven track record at GNC, driving franchise development and enhancing brand consistency. Expert in relationship management and sales leadership, I implemented innovative strategies that boosted revenue and franchisee satisfaction. Adept at problem-solving and team collaboration, I consistently achieved KPIs while fostering a culture of excellence.
Overview
20
20
years of professional experience
Work History
Director of Franchise
General Nutrition Center, GNC
03.2010 - Current
- Increased overall brand consistency through the development of detailed operational guidelines and procedures.
- Conducted thorough market research to identify potential growth opportunities within existing territories.
- Launched innovative promotional campaigns that attracted new customers and increased revenue for individual franchises.
- Streamlined operations across all franchises through the implementation of standardized processes and systems.
- Utilized required documentation procedures and methods to document calls, emails, tasks, documents, and notes.
- Provided ongoing coaching and motivation to franchisees and management by remaining in contact through use of video conferencing and other available technology.
- Ensured compliance with legal requirements and industry standards through regular audits and ongoing education for franchisees.
- Implemented effective onboarding processes for new franchisees, ensuring smooth transitions into the business model.
- Enhanced franchisee performance by implementing comprehensive training programs and support systems.
- Collaborated with corporate teams to align goals and expectations between franchisor and franchisees, fostering a cohesive brand identity.
- Increased franchisee satisfaction by consistently addressing concerns and providing tailored support for each unique business operation.
- Optimized resource allocation, effectively balancing the needs of individual franchises while maintaining overall brand standards.
- Analyzed data and developed actionable recommendations to drive growth.
- Identified underperforming franchises, working closely with owners to develop targeted action plans aimed at increasing profitability.
- Evaluated franchisee performance metrics, providing actionable feedback to drive continuous improvement within each location.
- Provided ongoing mentorship to individual franchise owners in areas such as management practices, financial planning, and problem-solving techniques.
- Developed successful marketing strategies for franchise locations, driving increased sales and customer satisfaction.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Attended and participated in scheduled departmental and company meetings.
- Facilitated productive conflict resolution among franchisees when necessary, promoting a collaborative network environment.
- Managed franchisee relations with regular communication, providing guidance and addressing concerns proactively.
- Maintained an in-depth understanding of industry trends, adapting strategies as needed to maintain a competitive edge in the market.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
Senior Store Manger
General Nutrition Centers, GNC
08.2005 - 03.2010
- Optimized staffing schedules to ensure coverage during peak hours while minimizing labor costs.
- Enhanced store appearance through effective merchandising and organized inventory management.
- Consistently exceeded sales targets by proactively promoting products and maintaining exceptional customer service.
- Maintained compliance with safety regulations, legal requirements, and company policies to mitigate liabilities.
- Fostered positive work environment through open communication, employee recognition, and professional development.
- Championed employee growth via ongoing coaching, mentorship, and career advancement opportunities.
- Increased customer satisfaction by prioritizing exceptional service and promptly addressing concerns.
- Supervised employees to achieve exceptional store operations and enhance brand experiences.
Education
Bachelor of Arts - History
California State University Long Beach
Long Beach, CA05-2002
Skills
- Operations management
- Sales leadership
- Relationship management
- Franchise development
- Adaptability and flexibility
- Team collaboration
- Reliability
- Multitasking Abilities
- Problem-solving abilities
- Time management
- Customer service
- Teamwork and collaboration
Timeline
Director of Franchise
General Nutrition Center, GNC
03.2010 - Current
Senior Store Manger
General Nutrition Centers, GNC
08.2005 - 03.2010
Bachelor of Arts - History
California State University Long Beach
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