Franchise Business partner at Konga Online Shopping Limited

About the Role

• Konga is seeking an experienced Franchise Business Partner (FBP) to manage and strengthen relationships with franchise partners across Abuja and the North Central region. The role focuses on ensuring franchise operational compliance, service quality, SLA adherence, and overall business growth while delivering excellent logistics services to customers.

Key Responsibilities

Franchise Partner Management

• Manage the business relationship between Konga and assigned franchise partners
• Serve as the first point of contact for all franchise-related operational and business issues
• Ensure franchise partners meet Konga requirements in business administration and operational capability
• Maintain continuous communication with franchise partners to eliminate information gaps
• Provide market entry, business growth, and process improvement advisory support to franchise partners
• Support franchise owners in identifying and leveraging new business opportunities

Operations & Service Delivery

• Ensure franchise partners strictly adhere to Konga operational processes, policies, and service quality standards
• Monitor delivery timelines and ensure compliance with agreed Service Level Agreements (SLAs)
• Ensure all shipments are properly received at franchise and proprietary locations
• Monitor non-delivered shipments and ensure timely returns in line with company policy
• Ensure all shipment-related issues are escalated and resolved within 72 hours

Performance Monitoring & Reporting

• Monitor daily franchise partner performance using Mercury Track & Trace
• Review operational reports and key performance metrics to drive regional performance
• Monitor Net Promoter Scores (NPS) and collaborate with partners to improve customer satisfaction

Financial & Inventory Control

• Ensure franchise partners and their teams understand payment processes and cash reconciliation procedures
• Ensure daily cash deposits into Konga’s designated accounts
• Follow up on cash variances across franchise locations and ensure prompt resolution
• Monitor inventory and cash record-keeping practices at franchise locations

Compliance, Branding & Safety

• Ensure franchise locations, assets, and staff comply with Konga branding standards
• Enforce compliance with safety, security, and housekeeping standards
• Ensure adherence to internal policies, processes, and regulatory requirements

Team & Stakeholder Coordination

• Work closely with inventory officers, drivers, dispatch riders, and internal stakeholders
• Resolve franchise staff-related issues and escalate where necessary
• Support franchise partners in sourcing flexible capacity during peak operational periods

Key Performance Indicators (KPIs)

• Service Quality
• Delivery Performance
• SLA Compliance
• Zero Cash Variance

Requirements

Education

• Bachelor’s Degree

Experience

• Minimum of 2 years in Franchise Business Management
• 2 years in Cash Reconciliation / FMO Management
• 1 year in Inventory & Returns Management

Professional & Technical Skills

• Strong logistics and operations management experience
• Inventory management experience (added advantage)
• APCON certification (in view is acceptable)
• Proficiency in Microsoft Office and logistics management systems

Core Competencies

• Strong problem-solving and analytical skills
• Excellent communication and interpersonal abilities
• Strong organizational, time, and resource management skills
• Key account and stakeholder management capability
• High level of safety consciousness and attention to detail