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Job Summary
Duties:Operational Leadership:
Provide strategic oversight and leadership across all corporate restaurant operations.
Develop and enforce operational policies, procedures and KPIs to optimize efficiency and profitability.
Ensure consistent service standards, culinary quality, and guest experience across all sites.
Monitor site-level performance and implement corrective actions as required.
Expansion & Franchise Oversight (Optional / Expansion-Focused):
Partner with the CEO and New Business manager to identify, approve, and implement expansion opportunities.
Oversee franchise operations, ensuring adherence to corporate standards, SOPs, and brand guidelines.
Ensure franchise partners meet financial, operational, and service expectations, providing coaching and guidance where necessary.
Contribute to site selection, concept adaptation, and operational readiness for new locations.
Financial & Performance Management:
Collaborate with the CFO to ensure budget adherence, cost management and profitability optimization.
Provide input into P&L performance reviews, operational forecasts, and capex planning.
Drive operational efficiencies to improve margins without compromising quality.
People & Talent Leadership:
Lead and mentor the operations management team, fostering a high-performance culture.
Ensure appropriate training, coaching, and succession planning across operations.
Partner with Chief People Officer to develop talent pipelines and operational leadership capacity.
Strategic Planning & Execution:
Support the CEO in long-term strategic planning, including growth initiatives and operational scalability.
Evaluate operational risks and implement mitigation strategies.
Drive change management initiatives for operational improvement and innovation.
Governance & Compliance:
Ensure compliance with health, safety, labour and regulatory standards across all sites.
Maintain internal controls, reporting standards, and audit readiness.
Uphold corporate governance principles, particularly in franchise operations.
Key Performance Indicators (KPIs):
Achievement of site-level and portfolio operational KPIs (service, quality, compliance).
Revenue growth and margin improvement across corporate and franchise operations.
Successful execution of new site openings and expansion projects.
Employee engagement, retention, and talent pipeline development.
Compliance with operational, legal, and safety standards.
Guest satisfaction and NPS scores consistently above benchmark.
Requirements:
Grade 12
A formal Hospitality, Operations Management, or related field qualifications
Minimum 10 years of senior operations experience in multi-site hospitality or restaurant management.
Proven track record in expansion and/or franchise management preferred.
Strong financial acumen, including P&L management and operational budgeting.
Experience in leading multi-disciplinary teams across diverse geographies or sites.
Strategic thinking and operational problem-solving.
Excellent leadership, communication, and stakeholder management skills.
Deep understanding of restaurant operations, guest experience, and quality control.
Knowledge of franchise operations, site development, and compliance.
Results-driven with strong decision-making and analytical capabilities.
Ability to thrive in a fast-paced, growth-oriented environment.
Highly motivated, proactive, and accountable.
Strong integrity, professionalism, and ethical judgment.
Innovative, with a passion for operational excellence and guest experience.
Adaptable and able to manage change and lead teams through growth.
Craven Cottage CC
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