Job Purpose
Lead and support franchise restaurants across several countries, ensuring operational excellence, outstanding team member and customer experience, and strong financial performance. This role drives exceptional results by enhancing customer satisfaction, optimizing team engagement, and supporting franchisee success.
Job Responsibilities
1. Franchise Support & Operational Management (%)Act as the main contact and advocate for franchise owners, helping them solve operational challenges and adopt new teams to improve service, efficiency, and profitability.Monitor and analyze key performance indicators (KPIs) customer satisfaction, team engagement, and financial results.Develop routines for communication, change management, and performance execution of defined systems and a culture of feedback, coaching, and recognition.Collaborate with other departments to drive operational excellence and franchisee success.
2. Restaurant Visits (%)Visit restaurants to provide coaching, validate implementation of systems, and support teams.Conduct monthly or quarterly operational reviews and identify commercial and communicate key strategic projects.Support franchise business reviews and ensure best practices are followed.
3. Project & Change Management (%)Lead new initiatives and changes, from planning to rollout.Evaluate the impact of organizational changes and develop risk mitigation all key areas of project management, including business case creation, scoping, estimation, cost, and risk and govern market initiatives.
4. Analytics, Insights & Commercials (%)Work with analysts to deep dive into operations performance and define key insights.Provide context and impact analytics for each initiative.Influence financial planning to prioritize operations initiatives.Support continuous improvement through data-driven decision making.
Working Relationships
5. InternalHead of OpsFinance teamMarketing teamCEE Ops Team
6. ExternalFranchise partnersRestaurant facing staff
Knowledge and Skill Required
7. + years QSR operational experience
8. Operations Strategy, Business degree, or equivalent experience
9. Proven ability in influencing multifunctional stakeholders to deliver bold results
10. Strong business acumen and ability to interpret financial reports
11. Excellent time management and organizational skills
12. Exceptional skill in quickly building networks and strong relationships with diverse groups
13. Creative problem-solving skills with the ability to learn new technical concepts quickly
14. Excellent communication, negotiation, and presentation skills
15. Highly detail-oriented
16. Self-starter – ability to take own initiative and follow through to meet deadlines