Muffin Break - Woman of the Year - Franchising
Company: Muffin Break, Sydney, Australia
Company Description: Muffin Break first opened its doors in Queensland in 1989. In 2021, with over 200 stores in Australia, all stores are locally owned & operated by our franchise partners who are proud of the communities they serve and the products they offer. Muffin Break are firm believers that ‘Good Goes In’. Everything from good coffee, good community & good partnerships to add a bit of good to people's everyday
Nomination Category: Individual Awards Categories
Nomination Sub Category: Woman of the Year - Franchising
Nomination Title: Natalie Brennan
Beginning 20 years ago as an operations consultant, Natalie Brennan worked her way up within the Foodco Group (Muffin Break and Jamaica Blue franchisor). Today, Natalie is the Muffin Break General Manager, successfully guiding 200+ stores Australia wide to profitability and success.
Natalie has developed an efficient organisational culture that focuses on increasing Franchisee profitability and growing store numbers. She has a strong emphasis on innovation, especially within training, marketing and sustainability, which has had a direct impact on increased sales, brand ethos and franchise recognition.
Natalie has established several outstanding programs/initiatives, including accredited training for Franchisees/staff, introducing artificial intelligence into training techniques, developing numerous sustainability initiatives (eg. Simply Cups partnership for upcycling coffee cups) and formulating meaningful charity partnerships, including Share the Dignity, a charity distributing personal hygiene products for women experiencing homelessness and poverty, and Wakakirri, Australia’s Largest Performing Arts Event for Schools whereby Muffin Break sponsors disadvantaged schools to participate.
Most recently, Natalie has successfully led the brand through the COVID19 pandemic, ensuring the continued profitability and safety of our franchise partners and customers.
Natalie guided the creation of a state based COVID19 resource hub, saving franchisees considerable research and stress. This included prefilled COVID19 plans, branded signage, best practice guidelines, contact registers and bespoke COVID19 training.
At all given times, Natalie ensured the whole network was fully supported with all available resources.
Natalie’s sustainability passion recently saw the introduction of Australian-made, single-walled Callisto cups. This reduces 35 tonnes of paper/year going to landfill and lessens transportation emissions.
Additionally, with Muffin Break’s assistance, Simply Cups have now saved 18 million+ cups from landfill and service 33 shopping centres and counting.
Muffin Break has raised $25,000+ for Share the Dignity and $65,000+ for the Australian Wildlife Rescue Organisation following the 2020 bushfires.
Through Natalie’s dedication, Muffin Break has won several awards, including:
- 2020 Coffee Shop of the year (Roy Morgan)
- July 2020: Innovation in Sustainability (Gold Asia-Pacific Stevie Award)
- October 2019: Socially Responsible Franchisor (Franchise Council of Australia (FCA))
- August 2019: Ranked #8 Most Sustainable Company (Australian Financial Review (AFR))
- June 2019:Best Sustainability Initiative(QSR)
- August 2020: Ranked #5 Most Innovative Company(AFR)
- June 2021:Innovation in Living, Learning, and Working Environments (Silver Asia-Pacific Stevie Award)
Personal awards:
- 2020: Global Top 100 Most Influential Women in Franchising (Business Women)
- 2019: Ranked no.1: Top 30 Franchise Executives (Inside Franchise Business)
Each of these achievements are unique and significant for the following reasons:
- The effects of COVID19 saw many retailers struggle. Unlike many competitors, where possible and ensuring compliance with requirements, Muffin Break stores stayed open throughout the COVID19 period. It became immediately clear that our Franchisees and staff wanted to be out there supporting the essential workers.
- Natalie always ensures safety first – Muffin Break stores were well equipped with adequate signage and foot markers to protect against crowding. Team members were also appropriately trained to deal with customers who were not actively social distancing.
- The initiatives implemented by Natalie and her teams allowed the brand to quickly pivot, engaging alternative sales areas, such as delivery through Menulog and online retail through Shopify. Overall, this ensured stores stayed profitable through challenging times.
- Throughout both the franchise network and head office staff, Natalie ensured consistent communication surrounding COVID19. With regular Zoom calls (covering topics including General Manager & Managing Director updates, HR & Jobkeeper updates, Customer trends, COVID19 compliance and virtual coffee workshops), topic insights, daily consultant calls and regular store visits, and ongoing emails surrounding state specific requirements.
- Formal awards for excellence in customer service, training and sustainability have positioned Muffin Break as trailblazers and provided recognition from industry bodies and customers.
- With a significant increase in takeaway cups especially during the COVID19 pandemic, the sustainability initiatives and partnership with Simply Cups pioneered by Natalie, allowed the brand to reduce its impact on the environment.
Reference any attachments of supporting materials
To further support this nomination, varying articles, blog posts, screenshots, photos and documents have been provided to identify the awards and achievements Muffin Break has accomplished under the guidance of Natalie Brennan.
Blog posts: including information surrounding the brands sustainability initiatives, awards and community achievements, COVID19 support and fundraising for charities.
Articles: including articles written on or featuring Natalie Brennan and her prior achievements.
Screenshots, photos & documents: outlining & giving a closer look into Muffin Break’s COVID19 resource hub & communications, community fundraising and activities