Franchise Support Coach

Franchise Support Coach

We’re Pret: proud makers of freshly made food, organic coffee, and big ideas. Across 750+ shops and 20+ countries, our teams are shaping the future of Pret through innovation, inclusion, great customer service and a shared passion for doing the right thing. We’re growing fast on our mission to be the employer of choice in hospitality, everywhere we operate – so this an exciting time to hop on board.

We Believe in Growing Good Things

Growth is at the heart of everything we do. From the freshly hand‑made food we create every day, to supporting our teams, we help our people grow in confidence, skills and to pursue their unique paths. Pret is where passionate, hardworking, wonderful people (like you!) find what they need to shine. And the proof is in the pudding – over 80% of our Managers started on the shop floor! So did 20% of our Support Centre teams, including our CEO, Pano.

What we’re looking for

We’re looking for passionate team players to bring joy to our customers every day. As a Franchise Support Coach you’ll play a critical role in driving operational excellence, commercial performance, and brand consistency across the UK and Ireland franchise network.

Working in close partnership with franchise partners, Franchise Relationship Managers, UK Franchise Director and Support Centre teams, this role provides expert operational coaching, performance support, and hands‑on guidance to ensure franchise shops consistently deliver exceptional customer experiences while achieving strong business results.

Through regular shop visits, structured operational audits, and practical coaching, the Franchise Support Coach helps franchise partners strengthen operational capability, embed brand standards, and unlock opportunities for sales growth and operational improvement.

Key responsibilities

Franchise Performance & Operational Excellence

• Conduct regular field visits across the franchise estate to assess operational performance, brand standards, core product range and customer experience.
• Deliver structured Shop Review Audits, identifying opportunities to improve operational performance and compliance.
• Provide clear feedback, coaching, and action plans to franchise partners and shop leadership teams.
• Act as a role model for operational excellence and champion best practices across the franchise network.
• Support franchise partners in driving improvements in operational efficiency, service standards, and commercial performance.
• Working alongside the UK OSM team, ensuring any audit questions (mystery shopper, NSF, shop review etc…) are fit for purpose in a franchise shop environment.

Coaching & Capability Building

• Develop strong, trusted relationships with franchise partners and their Ops team’s through regular engagement and hands‑on support.
• Coach franchise partners and shop management teams to strengthen leadership capability and operational discipline.
• Provide practical, in-shop guidance to resolve operational challenges and improve performance.
• Share best practices across the franchise network to drive consistent standards and performance.

New Shop Openings & Operational Projects

• Support franchise partners during new shop openings ensuring operational readiness, a successful launch and smooth post launch period. Where required, support our partners resolving operational launch issues to enable the shop to fully trade.
• Partner with Support Centre teams to deliver new shop formats, operational initiatives, and improvement programmes across the franchise estate.
• Support the successful rollout of new operational tools, systems, and standards.

Governance, Standards & Continuous Improvement

• Maintain and evolve the Franchise Policies & Procedures Manual, ensuring it reflects operational best practice and current brand standards.
• Support the Franchise Relationship Managers, where required, in the QBRs.
• Ensure franchise partners operate in line with brand, operational, and compliance requirements.
• Identify systemic operational issues and provide insights to inform continuous improvement initiatives.

Cross-Functional Collaboration

• Work closely with Franchise Relationship Managers and the Franchise Operations team to identify opportunities to drive sales, operational performance, and franchise partner success.
• Act as a key operational link between franchise partners and Support Centre teams.
• Contribute to the ongoing development and improvement of franchise operational support.

Experience and Skills required

• Strong operational leadership experience within a multi-site retail, hospitality, or franchise environment.
• Experience at General Manager level or above with responsibility for operational performance.
• Proven ability to coach and influence operators to deliver operational and commercial improvements.
• Excellent communication and relationship-building skills.
• Strong understanding of operational standards, compliance, and brand consistency.
• Ability to balance supportive coaching with maintaining operational accountability.
• Highly organised with the ability to manage a national travel schedule and multiple priorities.

Essential

• Experience working within multi-site retail, hospitality or franchise environment.
• Strong operational knowledge and a track record of improving performance.
• Ability to travel regularly across the UK and Ireland.
• Full Driving licence

Desirable

• Experience supporting franchise partners or franchise operations teams.
• Experience delivering operational audits, coaching programmes, or store openings.

Geographic focus

• Whilst your geographic focus will evolve over time as the franchise estate grows, you will initially cover our shops within Greater London, the South West, South and South East England.

About you

• Be kind, honest and generous: bring genuine warmth and your authentic self to work every day.
• Bring your passion: share our passion for food and exceptional customer service.
• Spread joy every day: small acts of kindness are a big part of what makes the Pret experience special.

We offer

• Competitive salary and bonus, plus car allowance where applicable.
• Gold Card: We love making people’s day through our food and drinks. That goes for our teams too. That’s why everyone gets a Gold Card. When you’re in the office, your food and drinks are on us. And when you’re not, you can use your Gold Card to get up to 5 Barista‑made drinks a day, and 50% off everything else (food, snacks, bottled drinks – the lot).

A few more perks

• You’ll get 33 days of annual leave (including flexible Bank Holidays), increasing to 38 days the longer you’re with us.
• Free private medical cover, with the option to add family or partner at an additional cost
• 4% of your pension contribution matched by Pret,rises to 5% after 5 years
• Life assurance at 3x annual salary
• Loyalty award for 5, 10, 15, 20 years’ service
• Flexible Benefits Platform packed with lifestyle discounts
• Season ticket loans
• Healthcare cash plan
• Financial wellbeing provisions
• Free mortgage services
• Sabbatical after 3 years
• Opportunities to support our charity, The Pret Foundation

We also offer

• Individual ways to grow - We offer lots of opportunities for learning, whether you join us for a short stint or the long game, you’re good to grow with us. Including fully funded professional qualifications, leadership development and mentoring.
• Diversity and belonging - Everyone is welcome at Pret, we want you to feel confident and valued for who you are and to truly belong.
• Pace and variety - Our work is fast paced with lots of variety, you’ll build a diverse skill set and learn a lot!
• Community and purpose - We’re proud to make a difference through The Pret Foundation, from tackling homelessness to reducing food waste and creating positive change for people and communities.

Our values

• Happy Teams Happy Customers
• Amazing Standards Every day
• Never Standing Still
• Doing The Right Thing

The interview journey

Every interview process at Pret begins with the same two stages. First, you’ll have a relaxed 30-minute conversation with our recruitment team so we can get to know you and your experience. Next, you’ll be invited to a one-hour, in-person interview with the hiring manager at our Head Office in London Victoria.

Depending on the role and function, there may be additional stages. These could include time spent in one of our shops, completing a task, or meeting a senior leader.

Before you apply

This role is based at Pret’s Support Centre in London Victoria, where we work in a hybrid way - typically three days a week in the office.

We’d love to get to know you, not a robot, so please do not rely on AI to complete your application.

Deadline to apply for this role: 1st September 2026 at midnight

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