Director Performance Management Program

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