Head of Operations

Purpose of the job:

The Head of Operations will assume full accountability for Operational Excellence, Customer Experience, and Financial Performance across the Western European markets (11). This strategic leadership role is responsible for driving exceptional performance by enhancing customer satisfaction, optimizing team engagement, and supporting franchisee success. The ideal candidate will leverage their expertise to lead cross-functional collaboration, fostering a culture of continuous improvement while introducing innovative initiatives that enhance the brand’s competitive edge. Through strong influence and partnership with other departments, this role will ensure operational processes are streamlined, customer experiences are elevated, and restaurant 4-wall profitability is maximized, aligning every facet of operations with our strategic goals and brand vision.

Job Function:

Strategic Planning:

• Collaborate with COO and Operations Leadership Team to execute the operational plan, aligning execution planning to deliver business objectives.
• Support additional projects and initiatives in restaurant activities, adapting to market trends and emerging opportunities.
• Foster cross-functional collaboration with HR, Marketing, IT/Tech, and Development to drive profitable growth through world-class operations.

Operational Management:

• Oversee daily restaurant operations, implementing policies to optimize customer experience, efficiency, and profitability.
• Monitor and analyze key performance indicators (KPIs) to assess restaurant performance and implement corrective actions as needed. Responsible for customer satisfaction, food safety, health and safety, employee satisfaction, and other brand operating standards.
• Close cooperation with Yum! KFC Operations and HR Team to ensure business operates in accordance with Franchisor standards. Focus on operational excellence by ensuring execution of defined systems.
• Cross-functional collaboration with various functions (including HR, Marketing, Digital/IT, and Development) to increase sales volumes through marketing activations & people development.
• Lead a positive culture of feedback, coaching, and recognition while upholding accountability and brand standards.

Customer Experience:

• Keep customer satisfaction central to all operational decisions and continuously monitor customer feedback.
• Implement customer-centric initiatives to enhance satisfaction, loyalty, and brand competitiveness.
• Stay updated on industry trends to ensure relevance and customer appeal.

Team Engagement & Growth:

• Act as owner of KFC’s People Promise “be your best self, make a difference, have fun.”
• Develop a culture of recognition where effort, results, and team collaboration are acknowledged in meaningful ways.
• Develop a culture of feedback, coaching, and recognition, ensuring accountability and brand standards are met.
• Ensure appropriate staffing, focusing on selecting, developing, and retaining high-performing teams.
• Coach Field Operations to identify sales growth opportunities and support teams in executing marketing programs and cost control.

Financial Management:

• Work closely with the finance team to develop and manage the operational budget while implementing operational improvements.
• Ensure restaurants meet financial targets, including revenue, profit margins, and cost control.
• Conduct all financial routines e.g. financial analysis daily/weekly/period, provide coaching and support for margin improvement without negatively impacting the guest experience or operational standards.

Quality Assurance and Compliance:

• Ensure all restaurants comply with brand & local regulations, including food safety as well as health and safety standards.
• Implement quality assurance programs to maintain high standards of food safety and customer satisfaction.
• Conduct regular audits and inspections to ensure operational excellence across all locations.

Knowledge and Skills Required:

• Strong commercial skills & business acumen, excellent literacy, numeracy skills.
• Fluency in English is necessary.
• Demonstrated track record of workplace achievement in the selection, coaching, and development of employees.
• Strong coaching skills that can achieve results through the team in a collaborative fashion.
• Proven analytical ability.
• Strong organizational, influencing, and communication skills.
• Team-player but able to work independently.
• Knowledge of performance metrics, product specifications, and management systems.
• High personal standards.
• Excellent planning and time management.
• Will need to become highly knowledgeable of brand operations.
• Degree level education preferable.

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