Multi-Unit Managers Are Key Enablers

They typically oversee multiple, diverse teams across a large geographic area and are effectively the ‘manager of managers’. They are crucial to the success of the business and world-class organisations recognise the challenges they face.

Planning & Prioritising

Focusing on the most important goals in the midst of competing demands.

Managing Performance

Proactively tackling under-performance and missed opportunities.

Developing the Team

Building capability and a pipeline to support succession and future growth.

Operational Excellence

Operational excellence is a style of leadership, teamwork and problem solving that results in continuous improvement.

World-class multi-unit managers embrace the detail necessary to embed a culture of operational excellence – every day.

It requires a disciplined approach to all aspects of managing the business of ‘today’ whilst showing the leadership skills to develop the team and business of ‘tomorrow’.

Non-Negotiables

Clearly defined standards, communicated and constantly reviewed.

Regular Reviews

To identify gaps in individual, team and business performance.

Action Plan

Proactive, clear and detailed; reviewed frequently to reinforce or redirect actions and behaviours.

Ops in 4D

Site visits to review the quality of operations, the customer experience, employee growth and financial performance.

Critical Impact Activities

These are the essential building blocks that ensure that a multi-unit manager remains focused on delivering critical standards and goals – day-in, day-out.

Analyse

Analyse core business performance metrics including financial and other relevant KPI’s

A multi-unit manager must demonstrate capability to use all available resources and data to identify:

  • Unacceptable trends emerging in core KPI’s (e.g. sales, labour, COGS) and determine root causes
  • Opportunities to drive profitable growth (e.g. improved operational standards new or enhanced product ranges, targeted local marketing activities)
  • Strengths and areas of development within their team, enhancing skill sets and talent for future succession

Plan

Create business/team development action plans and prioritise specific, value adding activities for implementation over the next 90 days

  • Translate analysis into specific, measurable actions which have clear owners and timescales
  • Develop actions to drive performance over the short (30-90 days), mid (90-180 days) and long term (6-12 months) resulting in profitable growth
  • Schedule time to complete actions, prioritise activities and prepare location visits and other administrative functions of the multi-unit role

Communicate

Communication of organisational/area goals and results, connecting the dots between these and the actions of individual locations and managers

  • Ensure teams have clarity around their business goals and measures of success
  • Implement and maintain regular communication channels to keep teams up to date with performance
  • Engage and inspire others to achieve stretching goals and embrace organisational changes

Observe

Conduct critical impact visits to locations that add value and improve people’s performance

  • Plan and conduct critical impact visits which reviews the operation in 4 dimensions – Customer experience; employee growth, quality of operations and financial performance
  • Support managers to identify strengths and gaps in performance and to seek solutions
  • As appropriate determine if shortfalls are new or recurring (and why)

Develop

Coaching and development of managers, encouraging a culture of continuous learning and improvement

  • Take responsibility for personal development, seizing formal and ad-hoc opportunities to learn and grow
  • Create structured development goals for individuals designed to enhance current capabilities within the team
  • Review how managers are developing their own team and building internal pipeline to support future talent needs

Review

Disciplined and consistent review of the operation and performance management of teams

  • Conduct regular reviews with managers regarding all operational activities (including the customer experience, employee growth, quality of operations and financial performance) adjusting action plans and praising progress accordingly
  • Eliminate weaknesses in the operational delivery of the brand, proactively diagnosing the causes of poor performance
  • Address individual poor performance, providing redirecting feedback where necessary, taking tough decisions around the employment of managers and team members

Who Is This For?

Developing Existing Managers

We work with you to diagnose the development needs of your multi-unit managers, creating and implementing tailored solutions for the long term. We know the ‘manager of managers’ matters, and their ongoing growth and development is too important to be left to chance.

Inspiring the Next Generation

Building a pipeline of potential of multi-unit managers is vital for organisational growth and long-term performance. Working with internal HR teams, we will design and deliver a bespoke development programme that prepares existing, high performance/high potential single-site managers for the transition into future multi-unit management roles.

We also develop:

  • General/Store/Restaurant/Unit Managers and their teams, especially when providing development support for their line managers (i.e. the multi-unit manager themselves) as well as a focus on delivering exceptional service and genuine hospitality for customers
  • Operational Directors – Regional and Heads of
  • Owner Operators/Managing Directors with direct involvement in the operational delivery of their business
  • L&D and HR professionals tasked with developing internal support for operators

Become the Leader of Managers

No programme or solution is ever ‘off the shelf’! Support is always tailored to the specific needs of your organisation.

Content Solution Sessions

These interactive modules are delivered in person or as virtual training sessions to small participant groups. Examples of the topics included in our solutions are available here.

One-to-One Coaching

Conducted in-person or virtually, these focus on reviewing the implementation of programme content and, when appropriate, a debrief of their 360 Mastering Multi-Unit Management Feedback assessment. Learn more

‘Ops-servations’

Supporting multi-unit managers where it matters the most, on the front-line, as individuals carry out their role.

Success Stories

PAUL UK – Sales Growth of 20+% in UK for Bakery Chain

Across the 37 UK sites operated by PAUL, the French bakery/café restaurant chain, some Operations Managers were experiencing a decline in like-for-like sales and failing to meet their revenue budgets. Find out how MMU helped PAUL address this challenge.

Learn more

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Blanchard Partner Network - Channel Partner

With two of the world’s most widely used leadership frameworks, the SLII® model and The One Minute Manager, MMU can deliver proven, time-tested models to make everyone a leader and help you to reach your goals by accessing the powerful Blanchard content solutions.

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Franklin Covey

MMU can deliver the world-renowned, personal effectiveness and leadership development solutions from the Franklin Covey organisation to individuals and teams of all sizes. Accessing their comprehensive library, MMU curates the best tools, videos and self-assessments that Franklin Covey has to offer.

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Frequently Asked Questions

Is the Mastering Multi-Unit Management programme a set number of modules and workshops?

No – the number of workshop sessions, one-to-one coaching and ‘ops-servations’ included in a development programme will vary significantly from business to business, depending on their unique needs. Although a typical programme runs from three to nine months, the number of programme activities and its overall duration is always determined on a client-by-client basis.

The content solution modules organisations can choose from are summarised here. Each can be tailored for every programme, potentially including the world-class leadership content solutions from FranklinCovey, with whom MMU is proud to be a channel partner.

I have a mix of existing and potential multi-unit managers who may benefit from this development support. Can they experience the programme at the same time?

Yes – indeed mixing existing and potential multi-unit managers can be a powerful way to share best practice, allowing new managers to learn from the experience of current multi-unit managers whilst simultaneously up-skilling both groups with new content and ideas.

How many people can participate in a programme?

A full programme of support would normally involve between 4 to 12 people, however, MMU has also developed programmes for individual multi-unit managers, that are naturally focused on one-to-one coaching sessions and ‘ops-servations’ instead of workshop sessions.

Do you offer refunds for the programme?

Yes, we offer a limited 30-day money back guarantee that commences on the delivery date of the first workshop or one-to-one coaching session rather than the exploratory stage of the programme development. To qualify for a refund, please contact our support team at contactus@masteringmultiunits.com and we commit to responding within two business days.

What if I have more questions?

We are here to help. Simply contact our support team at contactus@masteringmultiunits.com with any questions and we commit to responding within two business days.