Domino's Pizza Group: Master Franchising | In Practise

Domino's Pizza Group: Master Franchising

Former CEO at Domino's Pizza Group

Learning outcomes

  • How to create a win-win relationship between the franchisor and franchisees
  • Why a focus on order count growth is crucial to maintain a healthy franchisee base
  • Balancing the pressure to grow new units and maintain profitability in the franchise network
  • Costs and challenges of running a Domino’s restaurant in the UK
  • The power of optimizing the crust on a pizza
  • Catalysts that drove tension between UK master franchise and franchisee
  • How the delivery aggregators changed the UK restaurant landscape
  • Why Domino’s still has a competitive advantage in the UK
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Executive profile

David Wild

Former CEO at Domino's Pizza Group

David has over 40 years running retail businesses and is the former CEO of Domino’s Pizza Group, the UK master franchise operator of the Domino’s brand. He joined Domino’s in 2013 before becoming CEO in 2014 and rolling out over 400 new units. Domino’s has over 1,150 units in the UK and is one of the most profitable operations in the Domino's system. David started his career with 18 years at Tesco in the UK and running the Central European operation for six years in the late 1990’s. He then ran Walmart Germany and spent a year in the US before returning to the UK to run Halfords, a £1bn retailer in the UK. David left Domino’s and retired in 2020. Read more

How you would describe the core differences between managing a franchise business and a traditional retail business?

In a franchise business the franchisees run, open and develop the stores, so the accountability of the brand owner is different. Domino's were very lucky because they had some fantastic franchisees who showed long-term commitment to the brand and took great pride in their achievements.

A different accountability between the brand owner and those actually operating the business with the brand.

That is correct. As brand owner, we create a framework which defines how the brand goes to market. Within that framework, franchisees have the freedom to do what they think is right on a local level. They have freedom on the price and range but there are certain core items they have to carry. Local marketing is also at their discretion.

How much freedom really is there for the franchisee?

There is a lot of freedom. Pricing is a real strength of the franchise model in this competitive environment where disposable income levels vary massively between stores. Franchisees can tailor their pricing to the competitive environment. Local marketing allowed one franchisee to promote pizza for breakfast, which is not an obvious thing. There is also the balance between the collection and delivery market, lunch versus dinner, SMS versus other digital tools. With all these things, franchisees have freedom to do what they think is right for their local area.

How do you think about setting the culture at Domino's?

Domino's is a global brand owned by a US business, who are responsible for the appointment of franchisees in individual overseas markets. The culture of Domino's is defined by the brand owner in the US. It is a brand which is all about ambition and growth, and creating that culture is critical in every market. Seeing what you can do and aiming high and working hard to get there is very much part of the culture. One of the critical elements in a franchise business is creating a coherent offer to the customer. When I joined Domino's, I was both surprised and pleased by how coherent the brand was.

The freedom I described could result in customers seeing Domino's differently in one part of the country to another or even in different parts of the same city. This is not the case because Domino's have a coherent brand image, where all franchisees pull in the same direction, because they want to grow the brand and are ambitious for the future.

How do you get that consistency?

It is about communication and experience. Americans communicate with and through us to operating franchisees and there is a very clear position on what Domino's does and does not represent. There are certain things we have to ask the US permission for but we are given a lot of freedom to operate the brand in the UK.

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Audio

Domino's Pizza Group: Master Franchising

October 26, 2020

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