Franchise Relationship Manager
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 Relationship Manager you’ll be a single point of contact between the Franchisees in the UK & Ireland and the various project workstreams within Pret. You will need to enable collaborative working, operational expertise and excellence in brand delivery by working directly with the franchisees, their key managers and key stakeholders within 75b departments.
The role will be based in the UK & Ireland Franchise team, being responsible for managing and supporting our UK Franchise Partners and their franchise shops. You will also work with the Pret A Manager central support team to successfully open franchise NSOs and develop and implement franchise policies and procedures. You will work directly alongside the design and construction teams to develop Pret’s strategy of bringing ‘Pret to the People’ through the use of development of Hub & Spoke drive thru’s and new formats that bring the brand to the people within the UK & Ireland.
As a Pret Brand Ambassador the role will require you to hold yourself and our partners to the highest standards whatever the pressures. At the same time, success in the role will be a function of the capability to embody the brand so as to ensure the partners build self‑sufficient systems in line with the Pret operating model. It will be important to generate enthusiasm amongst franchise partners and a real desire to develop Pret on terms which work both for Pret, and the partner, both in the short and the long term.
The role will thus require the ability to understand the balance between operational requirements and commercial decision making. You will demonstrate a creative mind‑set, and a commercial partner understanding to see how and where Pret can improve its role as a Franchisor. The role is seen as critical to the next phase of Prets expansion.
The role will require direct experience of Pret’s operations OR experience of franchise operations in another food retail brand and an understanding of the way the support centre comes together to support shop openings and day to day operations. At all times the role will have a finely balanced position of ambition as well as ensuring Prets brand integrity. The role requires good commercial acumen, an ability to present at all levels and a focus at getting the right results through amazing standards and doing the right thing.
This role will require an extensive amount of travel across the UK and Ireland visiting shop locations and may require some overnight stays due to the travel distance.
Key responsibilities
This is a full time role within the UK & Ireland Franchise team, reporting into the UK Franchise Director
* Work with our existing and new partners to manage and support their shops.
* Work with the partners to identify opportunities to improve their shops performance and support franchisees to tackle the core contributing issues in underperforming shops.
* Via frequent catch ups, work on executable action plans with franchisees including any support actions required from Pret to improve their business performance.
* Collaborate across 75b and the UK business to bring the plans to life
* Act as the key point of liaison for operational, commercial and shop based issues and queries.
* The role will the principle point of contact for day to day management, directly overseeing
o The Pret/Partner business relationship from store approval through to NSO and BAU operational guidance and monitoring (which will include carrying out some brand audits)
o Ensuring all relevant departments are aware of the upcoming franchise pipeline.
o Appropriate training support for franchise NSOs, as per the academy guidelines with the support of the Franchise Support Coach.
o Issuing the licence to trade for new franchise shop that opens a minimum of 24 hours before the first day of trading.
o Pret shop divestments to franchisees, including supporting the TUPE process, divestment cut over processes and any maintenance snags pre / post divestment.
o Any other relevant projects as needed, such as Drive Thru or Back of House systems launch.
o Monitor the Pret Hub and follow up with 75b departments on content that is not up to date, with support from the Franchise Support Coach
o The UK Policies and Procedures manual and monitoring the content is kept up to date, with support from the relevant 75b departments and the Franchise Support Coach.
o Franchisee initial coaching safety audits take place, supported by the safety team
o Franchisee customer services and NSO PR / marketing, supported by customer services and the marketing team
o Franchise partner core product range supported by the UK Head of Range and commercial team.
o Ensure key stakeholders inside Pret are aligned and supporting the UK Franchise business
o Ensure the above is properly documented and communicated across the enterprise
o Ensure partnerships relationship and new shop opening program is followed, leading the projects overall, supported by the Pret Support Centre Teams
o Carry out full business reviews with each franchise partner on a quarterly basis (QBRs)
o Working alongside the UK Equity Operations team, ensuring any audit questions (mystery shopper, NSF, shop review etc) are fit for purpose in a franchise shop environment.
Experience and Skills required
Essential
* Financial skills - must be very familiar with P&L management, an understanding of franchise and other company operating models would be an advantage
* Strong communication skills - able to convey complex information in a logical and easy to understand style whilst building trust and credibility
* Ability to work at high pace.
* Good influencing and conflict management skills- able to access different aspects of situations, gathering and preparing information to successfully guide a positive or neutral outcome
* Organisational skills - able to prioritise and multi-task; high attention to detail
* Presentations - must be able to present (written and oral) to open forums and leadership
* Nature - able to project themselves to franchise partners as a respectable, strong, intelligent person with high integrity and moral character to ultimately build successful long‑term relationships
* Data‑driven approach to all aspects of business goal setting and decision making.
* Strong sales mentality and entrepreneurial mindset
* Full UK drivers licence
Desirable
* Experience managing projects.
* Direct experience of Pret operations
* Experience in working as part of and ultimately managing cross‑functional teams on operational projects.
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 with potential bonus earnings of 20% and 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: 13th April 2026
J-18808-Ljbffr