Our client is a leading franchise retail operator and a blue chip in this sector! They seek to appoint an Operations/Complex Manager who reports to the Managing Director.
Role:
To enhance the image of the group through the improvement and upholding of set operational standards and procedures that pertain to all facets of customer service and satisfaction.
Responsibilities:
- Ensure that the set operational standards in customer service are met and all outlets are serving customers in a consistent and professional manner.
- Ensures that all staff in shops are correctly and smartly always dressed and ensures that their appearance conforms to set rules pertaining to food handling.
- To check and verify that all set standard procedures in the preparation of food are followed and that top quality food is always produced and that such food is packed and given to the customers in the set manner.
- To check that adequate manpower levels are available during every shift and bring to the Human Resources Department’s attention any distinct manpower shortage or instances of overstaffing.
- To carry out spot checks on all staff and hold them accountable if company regulations and standards are being flouted.
- To coordinate and assist in the setting of budgets for the shop(s) and ensure adherence and achievement of these set targets.
- To check that periodic servicing is done on all mechanical equipment at agreed intervals.
- To ensure that the décor, general appearance, and housekeeping of all shops inclusive of general floors and ablution blocks are maintained in an immaculate state.
- To assist in the acquisition and delivery of products for the shop(s) and chase up orders and “liaise” with suppliers to meet agreed standards and deadlines.
- To stay close to the customers and maintain effective communication with them.
- To ensure that complaints and problems are actioned without delay and that effective follow-up takes place to avoid recurrence.
- Carries out research on customer perceptions, and buying patterns and formulates strategies to boost revenue despite possible obstacles.
- To identify training needs and ensure that where complaints are a result of poor customer service, remedial training is affected in liaison with the Training/Human Resources department.
- To cultivate morale and team spirit within the group and to ensure that friendly and courteous service is always given to customers.
- Conduct regular meetings with shop and shift managers where applicable and ensure such meetings are minuted and copied to the Managing Director.
- To demonstrate good judgment and good diplomatic skills by effectively changing staff attitudes in a manner that does not encroach on the power vested in the shop/shift managers.
- To be aware of current trends in the industry and make suggestions on how these could be implemented for the benefit of the company.
- To understand the financial models of each shop and that each shop brings out the ideal gross profits. To daily monitor GPs for each shop and liaise with the respective managers to ensure that correct GPs are maintained.
- To be constantly aware of the cost of commodities and their impact on GPs to ensure maximum savings are made on purchases.
- To be constantly aware of competitors’ activities
- To project always managerial flair and utmost confidentiality and integrity through the avoidance of inciting others to disobey company rules and regulations by expressing offensive views, sabotage, and breach of confidence.
KEY RESULT AREAS
- Monitors group activities to ensure budgets and profitability margins are achieved.
- Monitors the rules and procedures of the set operation to ensure standards are met to customer satisfaction.
- Ensure that all products are prepared in the right quality, quantity, and at desired times and address any problems associated with delivery.
- Promoting and ensuring sound manpower and industrial relations practices so as to boost morale and productivity.
You must retain excellent marketing qualifications and skills, with retail operational experience and energy to be considered for this role!
For consideration, please send your updated CV in Word format and provide your current salary and benefits details to:
Mirriam Dzapasi: mirriam@valcol.co.zw
Colin Roberts: colin@valcol.co.zw