Colette Hittinger
Olney,MD
Summary
Senior Management Franchise Executive that specializes in the "what" and the "how" to deliver success. Dedicated to bringing out the very best in each other throughout the organization to reach/exceed all goals from sales and profitability, market impact, and people development (individually and collectively).
Overview
34
34
years of professional experience
1
1
Certification
Work History
Head of US Retail
Ben & Jerry’s Franchising Inc
01.2019 - Current
- Responsible for: Field Support, Training, Development, Franchise Relations, Communications, and Contract Support
- Create annual retail objectives and identify key performance indicators
- Lead all operational support to shops: business consultants, training strategy, systems and processes
- Lead effective relationship with Franchise Advisory Council
- Multi-functional collaboration for marketing and new product execution
- Created development strategy and related operational support plan to support multi-unit growth, manager to franchisee, new candidates, and licensed partners
- Led creation of Manager Advisory Council
- Lead annual meeting content strategy; 90% top box ratings
- Create flexible organizational model that maximizes talents
- Lead Operations Support planning with global stakeholders
- Work with consumer package team to identify dual channel opportunities
- Integration of core values, purpose, and fun into Franchise Community
- Led COVID response and recovery plan
- Led communications and recovery process during 2022 Supply Chain Crisis
- Zero Franchisee Litigation
- Responsible for US Retail P&L
- Use critical thinking to break down problems, evaluate opportunities and make decisions
- Self-motivated, with strong sense of personal responsibility.
Sr. Mgr
Ben & Jerry’s Franchising Inc
01.2014 - 01.2019
- Responsible for: Field Support, Training, Franchise Relations, and Communications Team Members
- Managed communication process and agenda setting with Franchise Advisory Council
- Created Core Academy Program with Champlain College
- Identified Community Changemaker opportunity
- Created Subject Matter Expert areas to broaden team members exposure and maximize talents
- Led strategy that resulted in 25% same store sales growth and overall unit profitability.
- Created new site review and approval process
Franchise Operations Mgr
Ben & Jerry’s Franchising Inc
01.2003 - 01.2014
- Responsible for: Field Operations, Training, Communications
- Added Business Consultation Program to Operations Support services
- Created Stores in Trouble support program that minimized legal risk, and improved performance
- Created role of Franchise Relations Manager
- Led transformation of site review system; increased new unit performance
- Created new store design implementation plan resulting in 95% execution over 3- year period
Regional Franchise Manager
Ben & Jerry’s Franchising Inc
09.1999 - 01.2003
- Supported 40-store region in 1999 that grew to 80 stores by 2003
- Created new store evaluation program with emphasis on coaching performance improvement, and created global consistency
- Review all marketing materials and write operational guidelines to accommodate materials.
Sr. Network Operations Manager
Mail Boxes Etc
12.1998 - 05.1999
- Co-Developed system to review Area Franchisee performance
- Developed and implemented plan to assume corporate operation of territory from under- performing area franchisees
- Operations representative on Advertising Advisory Committee. Committee reviewed 17 million+ budget
- Write and/or edit and review all written operational materials
Network Operations Manager
Mail Boxes Etc
08.1997 - 12.1998
- Managed team of seven people
- Developed management system for Center evaluation program
- Created and implemented departmental status and documentation system
Area Support Manager
Mail Boxes Etc
03.1997 - 08.1997
- Support and promote one-on-one communication with area franchisees
- Evaluated feasibility of programs to increase network profitability
- Assisted in development of Center evaluation system that functions as on-line business manager to increase potential profitability of each Center
Managing Partner
JMD Ice Cream Corporation, DBA Häagen Dazs
04.1990 - 01.1997
- Operating partner of top 20 performing location
Education
Bachelor’s Degree - Business Administration
Wagner College
Staten Island, NY05.1989
Skills
- Setting Objectives & Key Results
- Operational Training & Support Systems
- Sales & Profitability
- Performance Improvement Programs
- Development Strategy & Execution
- Supply Chain Forecasting & Fulfillment
- Franchise Relations
- P&L Responsibility
- Marketing Execution
- New Product Rollout
- Dual Channel Alignment with Packaged Business
- Values & Purpose Alignment
Certification
Certified Franchise Executive, International Franchise Association
Additional Information
International Franchise Association Speaker- Big Ideas 2018
Unilever Heroes Award 2020
Timeline
Head of US Retail
Ben & Jerry’s Franchising Inc
01.2019 - Current
Sr. Mgr
Ben & Jerry’s Franchising Inc
01.2014 - 01.2019
Franchise Operations Mgr
Ben & Jerry’s Franchising Inc
01.2003 - 01.2014
Regional Franchise Manager
Ben & Jerry’s Franchising Inc
09.1999 - 01.2003
Sr. Network Operations Manager
Mail Boxes Etc
12.1998 - 05.1999
Network Operations Manager
Mail Boxes Etc
08.1997 - 12.1998
Area Support Manager
Mail Boxes Etc
03.1997 - 08.1997
Managing Partner
JMD Ice Cream Corporation, DBA Häagen Dazs
04.1990 - 01.1997
Bachelor’s Degree - Business Administration
Wagner College
Certified Franchise Executive, International Franchise Association
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