Penn Station East Coast Subs Exec Shares Franchise Insights
In a recent episode of Fast Casual Nation, hosts Paul Barron and Cherryh Cansler welcomed Jane McPherson, Senior Vice President of Marketing at Penn Station East Coast Subs. McPherson, who joined the brand in December after transitioning from Capriotti's, discussed her journey with the 40-year-old sandwich chain and shared insights on women's leadership in the fast casual industry.
McPherson emphasized Penn Station's purposeful growth strategy, noting that the brand now operates 320 locations across 14 states while maintaining a concentrated geographic footprint. "The purposefulness with which the growth has happened allows for a much cleaner supply chain and easier operational support," McPherson explained. The brand is continuing its expansion with a new location opening in Ann Arbor in the coming months and has found success in newer markets like North Carolina, South Carolina, and Georgia.
When discussing technology initiatives, McPherson revealed that Penn Station has been selective about implementing new tech solutions. "Penn Station looks at technology improvements once or twice a year, and we're very purposeful about it," she said. The brand recently launched digital wallets and gift cards, and is working on streamlining its catering program to reduce friction in the ordering process. McPherson brings valuable tech experience from her seven years at a mobile marketing technology startup before returning to the sandwich industry.
Despite being a 40-year-old brand, Penn Station has maintained its commitment to quality, with its signature cheesesteaks and fresh-cut fries remaining menu staples. McPherson shared that the brand is introducing new limited-time offers, including a recently launched buffalo chicken sandwich, with more exciting options planned for later this year. The company is focused on making its marketing dollars work harder while staying true to its authentic roots.
On the topic of third-party delivery, McPherson acknowledged its growing importance while emphasizing the need to structure partnerships that protect franchisee profitability. "We're reluctant to take all the bells and whistles from third parties, trying instead to protect rates as much as possible," she explained. The brand is also working with Epsilon to target lapsed customers and drive direct ordering rather than relying solely on third-party platforms.
Penn Station's commitment to franchisee success is evident in its award-winning training program, which has earned the company recognition as a top franchise for women in business. McPherson attributes this to the brand's detailed, hands-on training approach: "Women are wildly interested in the details and knowing the ins and outs of a business. Our training program is well-suited to the way women think." As the brand celebrates its 40th anniversary, McPherson is focused on maintaining Penn Station's quality foundation while strategically implementing new initiatives to drive continued growth.
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