Cluster Manager

Jubilant FoodWorks (JFL); Kozhikode district; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Jubilant FoodWorks Limited in Kerala is seeking a Cluster Manager to lead the growth of the assigned territory by implementing and executing sales and operations plans. You will drive restaurant teams toward better operations, customer experience and KPI achievement, while ensuring quality, governance and cost controls across stores.

The role requires 5–7 years in QSR/Retail/ Telecom/ FMCG and willingness to relocate per business needs.

Qualifications

• Qualification BSc Hotel Management/BHM/Diploma Hotel Management (3 Years)/Any Graduate/MBA/PGDBA from tier 2-3 institutes
• Experience 5 to 7 years experience in the QSR/ Retail/ Telecom/ FMCG/ Similar industry with 2-3 years at managerial level
• Candidates passionate to build a career with Jubilant FoodWorks and should be willing to relocate as per business requirements.
• Preference for Experience in managing P&L, Team Management, Business Development for 3+ years

Responsibilities

• Manage individual and cumulative store performance on key metrics like sales growth, AWO, product concerns, delivery on-store performance metrics and customer KPIs time etc.
• Adherence to personal job plan (PJPs) inclusive of store visits, connects with store staff and conducting weekly store performance reviews and feedback calls with store teams.
• Analyse, evaluate and plan store maintenance through maintenance team by following ticketing system, ensuring store ambience and customer feedback.
• Maintaining MIS reports, analyses and identifying opportunities for store performance; liaison with govt officials for permissions/licenses as needed.
• Responsible for making and implementing promotional strategies to increase sales volume and customer satisfaction.
• Quality compliance and improvement initiatives in consultation with Quality Dept; audit scores and hygiene standards.
• Ensure profitability of operations and supervise all aspects of product management to control costs.
• Maintain good CSAT scores, resolve customer escalations and manage customer relationships.
• Address training gaps for store teams and drive training plans per SOP; people management.

Job description

JOB DETAILS

Position Title: Cluster Manager

Reports to: CBH Circle Business Head Operations Department & Division

ABOUT JUBILANT FOODWORKS

Jubilant FoodWorks Limited is Indias largest foodservice company and is part of the Jubilant Bhartia Group. Incorporated in 1995, the Company holds the exclusive master franchise rights from Dominos Pizza Inc. to develop and operate the Dominos Pizza brand in India, Turkey, Sri Lanka, Bangladesh and Nepal. In India, it has a strong and extensive network of 1,995 Dominos restaurants across 421 cities. In Sri Lanka and Bangladesh, the Company operates through its wholly-owned owned subsidiaries which currently have 50 and 28 restaurants respectively. Jubilant FoodWorks also has exclusive rights to develop and operate Dunkin restaurants in India and Popeyes restaurants in India, Bangladesh, Nepal and Bhutan. The Company currently operates 31 Dunkin restaurants across six Indian cities and 42 Popeyes restaurants in fifteen cities. In 2019, Jubilant FoodWorks launched its first owned-restaurant brand Hongs Kitchen in the Chinese cuisine segment which now has 28 restaurants across three cities. Jubilant FoodWorks has been accredited as Great Place to Work certified organization in India and Sri Lanka by Great Place to Work institute. This recognition is a testimony to our great culture that inspires trust, pride, camaraderie and innovation among our employees and has enabled the organization to be the pioneer in the QSR industry.

JOB CONTEXT AND KEY ACCOUNTABILITIES

Lead and Manage the growth of the assigned Territory via by implementing and executing strategies to achieve sales and operations Plans. Manage and lead restaurant teams towards better operations and service KPI's along with customer experience in store.

JOB DESCRIPTION

• Manage individual and cumulative store performance on key metrics like sales growth, AWO, product concerns, delivery on-store performance metrics and customer KPIs time etc. for the mapped stores. Ownership of customer KPIs for stores under purview.
• Adherence to personal job plan (PJPs) inclusive of store visits, connects with store staff and conducting weekly store performance reviews and feedback calls with store teams. Adherence to PJPs, continuous improvement of store performance indicators.
• Analyse, evaluate and plan store maintenance through maintenance team by following the ticketing system optimum look and feel of the stores is maintained. Ensure store ambience, customer feedback, lower attrition rate. Conducting staff meeting at periodic intervals and ensure motivation of the team. Convey store challenges and problems to HR/senior management for resolution. Keeping un at work culture alive.
• Maintaining various MIS reports, analyses and identifying areas of opportunity for store performance OER, CS Audit, FIDA. Liaison with Govt officials / environmental bodies (if required) for legal permissions/licenses. No escalations/ No adverse notice from statutory authorities.
• Responsible for making & implementing promotional strategies to increase sales volume & achieve maximum customer satisfaction. Sale growth.
• Quality compliance and working for quality improvement in consultation with Quality Dept. Mystery audit score and number of O SL items. Developing and implementing procedures, control systems for maintaining hygiene and quality standards. Audit score in surprise audits, NSF audits.
• Ensure profitability of operations and supervise all aspects of product management, monitoring food production to ensure control cost of labour, utilities cost and maintenance cost at stores compliance with quality & hygiene standards.
• Maintenance of good C-SAT score, resolve customer escalations, customer relationship management. Ensuring high quality services, resulting in customer delight and optimum resource utilization.
• Address training gaps for store teams, drive training plan as per SOP. People Management, continuous training of employees.
• Ensuring store level KPIs are met for food cost, utilities cost, and store performance indicators. Guiding, mentoring team members to ensure efficiency in operations & meeting of individual & group targets.

COMMUNICATIONS & WORKING RELATIONSHIPS

Internal: All Departments (IT, Maintenance, Marketing, HR, Corporate Affairs, Training, Project, Corporate Sale, MIS, Payroll, Accounts, Supply Chain, Quality Control, Six Sigma)

External: External customer, Finance Support providers e.g., HDFC Happay, Sodexo, Accor, CMS, All Vendors, Govt official.

QUALIFICATIONS, EXPERIENCE, & SKILLS

• Qualification BSc Hotel Management/BHM/Diploma Hotel Management (3 Years)/Any Graduate/MBA/PGDBA from tier 2-3 institutes
• Experience 5 to 7 years experience in the QSR/ Retail/ Telecom/ FMCG/ Similar industry with 2-3 years at managerial level
• Candidates passionate to build a career with Jubilant FoodWorks and should be willing to relocate as per business requirements.
• Preference for Experience in managing P&L, Team Management, Business Development for 3+ years

Equal Opportunity Employment: Jubilant FoodWorks is proud to be an equal opportunity employer and we are committed to diversity and inclusion. All aspects of employment including hiring will be based on merit, competence and business needs. We do not discriminate based on race, color, religion, caste, marital status, age, national origin, gender, gender identity or expression or any other status.