Erin Kaylor knows a thing or two about franchising, but that’s to be expected after 20-plus years working for the world’s best-known franchise.
Kaylor worked in finance roles at McDonald’s, most recently as finance director for the company’s United States portfolio. After a two-year stint at a residential community company, she returned to franchising as Biggby Coffee’s chief financial officer in 2023 and, as of February, leads the company as president.
“I have a deep-rooted love for franchising,” said Kaylor, who said her return felt like coming home. “Some of my best memories are helping franchise owners grow and expand their businesses and become stronger in their marketplaces, so that’s always been a passion of mine.”
Kaylor attributes her success at the coffee concept to her quick-service restaurant experience and understanding of franchising’s bigger picture.
“As a franchisor, it’s not just your business you’re helping to grow and to manage. It’s also all of the small businesses that are part of your system,” she said. “I think it’s about helping folks who don’t necessarily have outside franchising experience really understand the importance of working collaboratively with your franchisees to help them build their business.”
Erin Kaylor, brand president at Biggby Coffee.
Kaylor’s appointment comes at a pivotal moment for Biggby Coffee as it approaches a brand refresh to modernize its look in the coming months.
Investments in technology continue to be a focus, such as updating the brand’s mobile app. Kaylor said the revamped app will be finished this year with changes to improve the consumer experience “so there are fewer clicks to that cup of coffee.”
Biggby in recent years touted a goal of reaching 1,000 units by 2028. While still achievable in Kaylor’s eyes, she believes the timeline may have been “slightly unrealistic” when established; she expects to reach this milestone closer to 2030.
This revised goal aligns with Kaylor’s mission to grow with intent. Biggby Coffee has slightly more than 430 locations in 13 states, a stark difference from Kaylor’s previous work at McDonald’s, with more than 13,500 units in the U.S. alone.
She highlighted the need to appropriately scale when setting development goals for a company of Biggby Coffee’s size.
“Growth is great, but you’ve got to be really thoughtful in your intent to grow,” she said. “A lot of companies I think grow a little too fast, and that’s where the wheels start to fall off. I think being very thoughtful and strategic in how and where we grow becomes really important.”
Biggby Coffee is building off its Midwest roots by continuing growth in the region. “A lot of coffee competition is moving into the Midwest,” said Kaylor, who believes the brand is already positioned well in strong markets. While new markets are also in play, she has confidence in the brand’s existing markets where it continues to see success.
“We don’t want to all of a sudden plunk a store somewhere geographically where we can’t and won’t be able to easily support (franchisees),” she said.
This support is part of the company’s “secret sauce” in finding success and standing out in a dominant coffee segment. Bringing in new franchisees continues to be important, but additional efforts are centered on helping owners diversify and open more stores, growing the portfolios of multi-unit operators and developing single-unit operators into multi-unit ones.
“The greatest joys of my life have been in coaching and mentoring others, whether that’s staff here at our home office or franchise owners as they continue to build their stores and build their small businesses,” Kaylor said. “Really what I’m looking forward to most is forming those relationships and helping others be more successful.”
