Operations excellence/ retail excellence - qsr

This role sits at the intersection of guest experience, process design, people enablement, and datadriven decision-making, SOP, customer experience streamlining

STORE STANDARDS & UPKEEP

Set and enforce Hygiene & Maintenance standards; build an internal audit cadence that identifies gaps before they impact guest experience. Lead Visual Merchandising and In-Store Communication standards in partnership with the Marketing team. Oversee outlet redesign and infrastructure upgrade projects in collaboration with the Projects and Design team.

B. DIGITAL ENABLEMENT & PROCESS AUTOMATION

Drive Contact Centre Automation, Digital Checklists, and Dynamic Discounting initiatives as part of the digital enablement roadmap. Identify and implement technology solutions that reduce manual effort at the store level and improve real-time visibility for operations management. Partner with the IT and Analytics teams to build operational dashboards that enable data-driven decision-making at store, cluster, and national levels.

COST EFFICIENCY & OUTLET MAINTENANCE

Lead cost efficiency initiatives across Energy Savings and Equipment Efficiency — identifying opportunities to reduce the operational cost base without compromising guest experience. Build a proactive outlet maintenance programme that minimises downtime, reduces reactive repair spend, and extends asset life. Own the QHSE (Quality, Health, Safety & Environment) framework including QHSE Audits, Process Audits, and Inventory Audits.

DEMAND FORECASTING & SUPPLY READINESS

Work with the Supply Chain and Production teams to build a Demand Forecasting capability that reduces wastage and ensures product availability. Develop and maintain the Frozen Model — a standardised operating framework that can be replicated efficiently as the company scales into new cities and formats.

E. PEOPLE, TRAINING & CAPABILITY BUILDING

Define operational competency standards for store teams and work with the L& D function to embed training that delivers measurable behavioural change. Build the n-2 and n-3 operations leadership pipeline — ensuring the company always has ready successors for every critical operational role. Design and execute the People Relook programme for store-level teams, in partnership with HR and L& D.

CONTROLS, GOVERNANCE & REPORTING

Strengthen the internal audit framework across QHSE, Process, and Inventory dimensions. Build and own the Operational Metrics & Dashboard — providing the COO, CEO, and Board with

a clear, real-time view of operational health.
• Ensure all operational processes are compliant with regulatory, food safety, and brand
standards.

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