What's Cooking? · 2026-06-03 · 46 min
Creams Cafe COO Oliver Rodbard on scaling a franchise system, vertical integration as franchisee protection, and what it takes to make every visit count in a discretionary category. Oliver Rodbard, COO of Creams Cafe, sits down with Conor to walk through the operational reality of running a 98%-franchised, ~100-site business through UK family restaurant visits halving, aggregator commissions of 20 to 30%, and a tech transformation built to give margin back to franchisees, not extract it from them. 17 years across YUM! Brands, Pizza Hut Europe and Canada, Freshii, and Soul Foods Group give him a perspective rooted in both sides of the franchise table. He explains why vertical integration (Creams' own gelato and dry-mix plants) has held Creams inflation to ~19% while UK food service has run ~59.5%, why "trust governs the relationship, not the contract", and why every change Creams makes is consumer-tested then operationally tested before it lands.
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