About Us
We Make Footballers is a football training organization focused on developing confident, technically skilled young players through high-quality coaching.
Our programs provide structured weekly training sessions where children develop their football ability, build confidence, and enjoy being active in a supportive environment. Sessions are delivered by qualified coaches and are designed to help players improve consistently over time.
This role supports six academies across two franchise territories:
Kingston Area
- Kingston
- New Malden
- Surbiton
Birmingham Area
- Highgate
- Perry Barr
- Handsworth
Across these academies we deliver weekly football training sessions, alongside additional activities such as holiday camps and events. The aim is to provide families with a professional and welcoming football environment where children can develop their skills and love for the game.
Role Overview
We are looking for a highly organized and proactive Franchise Operations Manager to support the day-to-day running and growth of our Kingston and Birmingham franchise locations.
The role focuses on customer support, lead conversion, marketing support, and operational administration to ensure a smooth experience for families and strong local visibility for the academies.
You will be responsible for nurturing enquiries, booking trial sessions, supporting customers, maintaining our online presence, and assisting with operational tasks that help the franchise run efficiently.
The role is remote but requires consistent availability during UK BST working hours.
Reporting To
Franchise Owner
Key Responsibilities
1. Customer Support & Lead Conversion
Approx. 3 hours per day
Manage enquiries and support prospective and existing customers across the six academies.
Responsibilities include:
- Responding to enquiries from parents and prospective players
- Nurturing leads and booking trial sessions
- Ensuring trial players have all necessary information before attending their session (venue location, timings, what to bring)
- Following up with trial players after their session to convert them into full members
- Maintaining friendly, clear communication with customers via phone, email, and messaging platforms
2. Customer Feedback & Retention Calls
Approx. 1 hour per day
Support service improvement and retention through customer feedback.
Responsibilities include:
- Calling customers who cancel their membership to understand:
- Reason for leaving
- Feedback on their experience
- Calling selected customers to:
- Ask for feedback
- Encourage them to leave a Google review
3. Google Business Profile Management
Approx. 1 hour per week
Maintain the online presence for six Google Business profiles.
Responsibilities include:
- Uploading one weekly photo update to each profile (using content stored in Google Drive)
- Posting a weekly update message
- Responding to customer reviews
- Ensuring profiles remain active and updated
4. Social Media Support
Approx. 1 hour per week
Support brand visibility and engagement.
Responsibilities include:
- Creating and posting one weekly social media post
- Using existing content stored in Google Drive
- Posting across the relevant academy social media accounts
5. Financial Administration
Approx. 1 hour per week
Support basic financial organization.
Responsibilities include:
- Uploading receipts and documents to Xero
- Matching receipts to bank transactions
- Ensuring records are organized for the accountant
6. Operational Support
Approx. 2 hours per week
Provide flexible operational support depending on weekly needs.
Examples include:
- Updating spreadsheets or internal systems
- Supporting marketing campaigns
- Helping organize camps or local events
- General administrative support for the franchise owner
Key Skills & Experience
The ideal candidate will have:
- Strong organizational and time-management skills
- Excellent customer service and communication skills
- Experience handling customer enquiries and lead conversion
- Confidence making phone calls to customers
- Familiarity with Google Business profiles and social media platforms
- Basic understanding of Xero or bookkeeping systems (preferred but not essential)
- Ability to work independently and manage tasks effectively
Personal Qualities
We are looking for someone who is:
- Friendly and professional when communicating with parents
- Reliable and responsive
- Detail-oriented and organized
- Comfortable working remotely
- Proactive and able to take ownership of tasks
Summary
This role plays an important part in supporting the growth and operations of six football academies across Kingston and Birmingham. By delivering excellent customer communication, nurturing new enquiries, maintaining online visibility, and supporting operational tasks, the Franchise Operations Manager will help ensure families have a positive experience with We Make Footballers while supporting the continued growth of the franchise.