A Day in the Life:
Own the end-to-end design, build, implementation, and ongoing management of
Hertz’s franchise performance management system. Make performance visible,
actionable, and trusted by defining the scorecard, metrics, data and reporting
infrastructure, business-review routines, coaching materials, insights,
rankings, rewards, and consequences that help franchisee business partners
improve franchisee performance and hold the system accountable.
The Director, Performance Management Program reports to the Global Head of
Franchise Growth and works across the Transformation Office, Franchisee Business
Partners, Operations, Data & Analytics, Technology, Finance, Audit, and other
global functional teams as needed.
The role is the system owner and orchestrator – not the primary field coach or
independent auditor – and ensures that standards, measurement, coaching,
reporting, and enforcement operate as one integrated performance-management
system.
What You'll Do:
Own the performance management system and roadmap
• Set the vision, operating model, roadmap, and delivery priorities for the
franchise performance management program.
• Build the initial system and continuously refine it as data, technology,
franchisee needs, and the broader platform evolves.
Define the scorecard, KPIs, and measurement architecture
• Identify the small set of metrics that matter most for franchisee, customer,
operational, financial, and brand performance.
• Define metric definitions, data sources, collection cadence, thresholds,
grading bands, weighting, aggregation rules, and controls so the system is
simple, fair and actionable.
Build reporting, dashboards, scoring, and benchmarking
• Own the design and operating requirements for franchisee and location level
dashboards, performance thresholds, reporting packs, and automated or
semi-automated data flows.
• Aggregate scores across locations, brands, markets, and franchisees; produce
rankings and peer benchmarks; and create a reliable single source of truth
for leadership and Franchisee Business Partner teams.
Design and manage rewards, consequences, and enforcement
• Own the rewards, recognition, coaching, corrective-action, and other
consequence mechanisms linked to performance.
• Ensure the system rewards the right behaviors, motivates improvement,
supports struggling franchisees, and provides a clear, consistent escalation
path.
Govern franchisee scoring and performance decisions
• Run the process for scoring franchisees, approving or calibrating grades,
aggregating results, ranking operators, and communicating outcomes.
• Establish governance for exceptions, disputes, data corrections, and quality
checks; maintain auditability; and ensure scoring is applied consistently
across markets and franchisee types.
Design the business-review and coaching toolkit
• Define the monthly check-in, quarterly business review, and annual
joint-planning cadence, including agendas, pre-reads, scorecard views,
business-plan templates, profitability & opportunity analyses, action plans,
and follow-up routines.
• Make the materials turnkey enough for Franchisee Business Partners to use in
structured, high-value conversations with franchisees.
Translate performance insights into action and best practices
• Analyze performance patterns, root causes, market differences, and leading
indicators to identify what is driving results.
• Convert insights into practical coaching guidance, playbooks, interventions,
and best-practice examples so strong practices can spread across the network.
Lead adoption, training, and continuous improvement
• Train and enable stakeholders on the system, business-review routines,
dashboards, scoring, and escalation processes.
• Establish feedback loops with franchisee councils and users, monitor adoption
and impact, improve data quality and usability, and keep the system aligned
to profitable growth, guest experience, and franchisee trust.
What We're Looking For:
* 10+ years of experience in franchise or multi-site operations and/or strong
performance management, business intelligence, business coaching experience;
MBA preferred but not required
• Proven ability to design performance scorecards and KPI systems, including
metric selection, definitions, thresholds, grading bands, weighting,
aggregation, and governance
• Strong data and analytics judgment, with experience assessing data quality,
building reporting standards, interpreting trends, and translating analysis
into insights and business actions
• Experience designing dashboards, management reports, benchmarking, rankings,
or other tools that make performance visible to operators, field teams, and
senior leaders
• Understanding of how a car-rental location and franchise system operate
preferred, including customer experience, fleet and vehicle readiness,
revenue, utilization, labor, profitability, brand standards, and field
execution; direct airport and off-airport experience is a strong plus
• Demonstrated ability to create business-review materials, coaching playbooks,
action-plan templates, and repeatable routines that help field teams have
more effective performance and profitability conversations
• Experience developing and operating rewards, recognition, consequences,
escalation ladders, or incentive systems that are credible, transparent,
consistently applied, and aligned to the behaviors and outcomes the business
needs
• Strong cross-functional leadership and influence without direct authority;
able to align Franchise Growth, Operations, Data & Analytics, Technology,
Finance, Audit, global teams, and franchisee representatives around one
system
• Executive presence, structured problem-solving, and excellent communication
skills, including the ability to explain scoring, rankings, trade-offs, and
required actions clearly to senior leaders and franchisees
• Ownership mindset and comfort working in an evolving transformation
environment, with the judgment to balance analytical rigor, operational
practicality, franchisee trust, and the need for consistent accountability
What You'll Get:
• Hybrid office model – 3 days minimum in the office with Tuesday & Wednesday
being mandatory days
• Bonus
• Company Car or Car Allowance
• Equity
• Private health care
• Annual Leave: 25 days plus bank holidays (after your 5th anniversary,
increases to 28 days, after your 10th anniversary, increases to 30 days)
• Pension: Matched up to 8%
• Eyecare vouchers
• Flexible Working Opportunities
• Work from anywhere Opportunities
• Gift Vouchers for expectant parents
• Death in Service Payment
• Referral scheme
• Long Service Award
• Discounts: IHG Staff Discount, Discounted Gym Memberships, KIA Affinity Hertz
Staff Discount, Perks at Work
* 40% off any standard Hertz Rental in a Corporate country
• Employee Assistance Programme for employees and family
• Training & Development Opportunity – Apprenticeship Scheme
• Perks at work - employee discount portal
The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental
brands in approximately 9,700 corporate and franchisee locations throughout
North America, Europe, The Caribbean, Latin America, Africa, the Middle East,
Asia, Australia and New Zealand. The Hertz Corporation is one of the largest
worldwide airport general use vehicle rental companies, and the Hertz brand is
one of the most recognized in the world.