| Reports to: | CEO |
Job Summary
To manage our client (coffee shop chain) operations and increase the brand equity in the market in a holistic manner. Ensure efficient run of outlet operations and gaining of set profitability all times.
KEY DUTIES AND RESPONSIBILITIES includes but not limited to following:
Key Performance Area 1: Planning and Controlling of market operations
| Key Result Activities: – Prepare annual brand development plans, programs and budgets, in order to build the product image and meet the business unit/department strategic planning requirements. – Monitor actual performance against budgeted figures and take corrective measures as appropriate. – Ensure effective support services, such as promotions, products & supply chain, public relations and marketing events, advertising, hr& admin etc. for new store openings. – Identify opportunities for brand development, as per principal’s guidelines, and local market trends and business requirements, in order to achieve a competitive brand positioning on the marketplace. – Control labour cost and other overheads. Maintain balance between inventory cost and pricing. – Ensure develop operations system and management team to meet the day to day challenges and ensure operational excellence all the time. |
Key Performance Area 2: Operations strategic management
Key Result Activities.
- Communicate brand growth strategies to the marketing and sales operations teams and ensure alignment of brand development strategy with the corporate development plans.
- Give expert advice to brand marketing and product development teams.
- Oversee promotions and public relations activities and report on the effectiveness of the functions.
- Direct advertising campaigns, events, product tasting, direct marketing campaigns & events in coordination with the Marketing and Products Departments to build our client’s brand awareness and increase sales and profit margins.
- Review and approve promotion and advertising material and press releases to align with our client’s brand development strategy.
- Coordinate with projects team for proper brand visibility and outlet maintenance.
- Review market research results to anticipate competition, monitor competitors’ activities, and market trends, and translate consumer attitudes into new brand development directions.
- Coordinate with marketing and sales teams on market requirements, product features, ordering and pricing strategy, product display, showroom, and facilities layout.
Key Performance Area 3: Customer satisfaction
Key Result Activities:
- Review customer complaint log customer satisfaction index, answer customer complaints and inquiries, identify areas for improvement in customer service and recommend and implement solutions.
- Recommend customer relationship management strategy and review reports to identify consumer behavior, market trends, our client’s brand development, and business opportunities to reinforce the brand value.
- Identify market changes and consumer needs regarding seasonal changes and recommend necessary changes in product lines.
Key Performance Area 4: Operations MIS
Key Result Activities:
- Evaluate and analyze program results, recommend and take corrective actions in the client’s development strategy and report on the brand development activities.
- Work closely with the Finance team to build up required feasibility studies for new store opening and participate in the new outlet setting up process.
- To conduct a periodic check of support services and give necessary MIS reports to higher management.
QUALIFICATIONS: Education and Experience
Education: Bachelor degree in Sales, Marketing and/ or Public Relations
Experience: Minimum of 10 –12 years’ F&B operations experience out of which minimum 3+ years in Operations manager position.