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
- Franchise Support & Operational Management (60%)
- Act as the main contact and advocate for franchise owners, helping them solve operational challenges and adopt new programs.
- Coach teams to improve service, efficiency, and profitability.
- Monitor and analyze key performance indicators (KPIs) i.e. customer satisfaction, team engagement, and financial results.
- Develop routines for communication, change management, and performance reviews.
- Ensure execution of defined systems and standards.
- Lead a culture of feedback, coaching, and recognition.
- Collaborate with other departments to drive operational excellence and franchisee success.
- Restaurant Visits (20%)
- Visit restaurants to provide coaching, validate implementation of systems, and support teams.
- Conduct monthly or quarterly operational reviews and identify commercial opportunities.
- Launch and communicate key strategic projects.
- Support franchise business reviews and ensure best practices are followed.
- Project & Change Management (15%)
- Lead new initiatives and changes, from planning to rollout.
- Evaluate the impact of organizational changes and develop risk mitigation tactics.
- Manage all key areas of project management, including business case creation, scoping, estimation, cost, and risk management.
- Track and govern market initiatives.
- Analytics, Insights & Commercials (5%)
- 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
- Internal
- Head of Ops
- Finance team
- Marketing team
- CEE Ops Team
- External
- Franchise partners
- Restaurant facing staff
Knowledge and Skill Required
- 5+ years QSR operational experience
- Operations Strategy, Business degree, or equivalent experience
- Proven ability in influencing multifunctional stakeholders to deliver bold results
- Strong business acumen and ability to interpret financial reports
- Excellent time management and organizational skills
- Exceptional skill in quickly building networks and strong relationships with diverse groups
- Creative problem-solving skills with the ability to learn new technical concepts quickly
- Excellent communication, negotiation, and presentation skills
- Highly detail-oriented
- Self-starter – ability to take own initiative and follow through to meet deadlines
What We Do
Yum! Brands, Inc., based in Louisville, Kentucky, and its subsidiaries franchise or operate a system of over 55,000 restaurants in more than 155 countries and territories under the Company’s concepts – KFC, Taco Bell, Pizza Hut and the Habit Burger Grill. The Company's KFC, Taco Bell and Pizza Hut brands are global leaders of the chicken, Mexican-style food, and pizza categories, respectively. The Habit Burger Grill is a fast casual restaurant concept specializing in made-to-order chargrilled burgers, sandwiches and more. What makes Yum! a great place to work? It's our people. As the world's largest restaurant company, we invest in people capability so that our global workforce can make the most of their careers. With ongoing opportunities for personal and professional success, we've built a culture that rewards and recognizes great effort while providing the flexibility that is so important to all of us.
