Summary

• We are seeking an experienced Brand Operations Manager with at least 3 years of proven expertise in the Quick Service Restaurant (QSR) industry.
• The ideal candidate will be responsible for ensuring smooth daily operations, maintaining high standards of customer service, managing staff, and driving sales growth in a fast-paced environment.

Key Responsibilities
Production Operations:

• Manage daily front and back-of-house operations, including staff supervision, shift organization, and performance evaluation.
• Handon experience in kitchen management
• Knowledge of recipe documentation and standardization
• Overseas the entire business operations, ensuring a lean operation is maintained
• Products research and development.

Menu Development:

• Contribute to menu development by proposing new dishes and pastry items, considering seasonal ingredients and culinary trends.
• Collaborate with the culinary team to ensure a balanced and innovative menu.

Customer Service:

• Manage customers satisfaction, through right product delivery, on-time delivery, in right quantity, to right location, with competitive and cost saving delivery
• Liaise with other sales team member on customer orders interfacing between client & company
• Maintain an excellent customer service and professional relationship between the organization, existing and potential customers.

Sales and Revenue:

• Potentially handling online orders and deliveries through an e-commerce platform.
• Implement strategies to increase sales and revenue for the restaurant.
• Create and implement the strategy for increase sales, including cross-sell and Up-sell of all products and services, in house and online to current and potential customers.

Catering & Event Management:

• Coordinate end-to-end planning and execution of catering events (small to large scale)
• Supervise catering teams on- and off-site to ensure professional service delivery
• Serve as the main point of contact at events, ensuring smooth setup, service, and breakdown
• Prepare event checklists, staff rosters, logistics timelines, and ensure all materials are transported and ready for each event
• Maintain communication with clients pre- and post-event to confirm expectations and gather feedback

E-commerce Integration:

• Potentially manage online orders, delivery logistics, and related operations through an e-commerce platform.
• Adequate planning and co-ordination of team members to ensure and that all orders are completed in a timely manner to meet our “customer waiting time standards”.

Staff Management:

• Train, motivate, and manage production staff, ensuring they are knowledgeable and efficient.

Inventory and Cost Control:

• Monitor inventory levels, manage costs, and potentially handle procurement of supplies.

Quality Control:

• Maintain high standards of food quality, hygiene, and overall restaurant presentation.

Reporting:

• Basic accounting skills and indept knowledge of FIFO process
• Prepare, generate regular daily, weekly and monthly reports on sales, inventory, income statement and other key performance indicators.
• And other tasks as assigned by the management

Qualifications / Experiences

• BSc Degree preferably in Hotel & Catering Mgt, Food & Nutrition, Business Administration Accounting, Marketing, or a related field.
• At least 3 years of experience in e-commerce & culinary, sales, operations, or a related field.
• Proficiency in using e-commerce platforms, inventory management systems, and digital marketing tools.
• Knowledge of food safety standards and health regulations
• Experience in creating and implementing sales strategies, A strong drive to achieve sales targets and business goals.
• Understanding of order fulfillment processes, customer service and problem-solving
• Experience working with third-party logistics (3PL) providers to ensure cost-effective and efficient delivery.
• Innovative mindset to generate new business ideas and strategies
• Proficiency in preparing and communicating sales reports (daily, weekly, monthly) to management.
• Ability to deliver tasks with minimal supervision, openness to learning and ability to lead by example.
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Ability to multitask and work under pressure in a fast-paced setting
• Attention to detail to ensure accuracy and quality in all aspects of the business.

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Responsibilities

• Maintain updated knowledge of all products and services in order to provide adequate education/information to customers.
• Cross sell other products and services
• Make product and service suggestions to meet the customer’s specific needs
• Promptly respond and attend to customer questions and requests.
• Answer customer questions and provide information to resolve any issues
• Obtain necessary information from customers to adequately process their request
• Document important customer information for future reference
• Collect and record customer feedback and information, and share with appropriate departments and team members
• Generate interest in new products or services and connect customers with salespeople when required
• Foster and maintain relationships with customers to improve our retention rate
• Attend all required customer service-related meetings
• Perform mathematical calculations regarding sales and inventory.
• Daily, Weekly & Monthly Reporting of activities/Tasks
• Other tasks as instructed by the management.

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