Job Purpose:
To lead and drive operational excellence across assigned areas, ensuring strong business performance, consistent execution of brand standards, and delivering superior customer experience in alignment with company strategy.
Main Responsibilities:
- Business
- Drive execution of operational standards to optimize sales, profitability, and return on assets
- Monitor and analyse weekly performance (Sales, Cost, Profit) and take proactive actions
- Develop and execute operating plans, budget, and training roadmap aligned with business goals
- Ensure effective crisis management and operational continuity
- Support Director of Operations in strategic initiatives and key business decisions
- Ensure strong brand image through effective public relations and operational discipline
- Sales
- Set and cascade sales targets to Area Coaches and Restaurant Managers
- Analyze sales trends and identify gap-closing action plans
- Drive Local Store Marketing effectiveness and execution excellence
- Partner with cross-functional teams to accelerate sales growth initiatives
- People
- Build strong leadership pipeline (AC / RM) to support business growth
- Coach and develop Area Coaches and Restaurant Managers on performance and leadership
- Ensure proper staffing levels in collaboration with HR
- Drive training effectiveness and capability development across operations
- Lead continuous improvement of operational systems, SOO, and manuals
- Reinforce performance management and communication standards
- Customer
- Ensure consistent delivery of Customer Excellence and brand standards (QSC)
- Drive customer satisfaction and complaint resolution effectiveness
- Monitor and improve customer experience across all touchpoints
- Ensure compliance with food safety, health, and company standards
- Perform other duties as assigned by Operation Director
- Execute strategic projects as assigned by Director of Operations
- Support transformation initiatives and operational innovation