Head of Operations

The Head of Operations will assume full accountability for Operational Excellence, Customer Experience, and Financial Performance across the Western European markets (11). This strategic leadership role is responsible for driving exceptional performance by enhancing customer satisfaction, optimizing team engagement, and supporting franchisee success. The ideal candidate will leverage their expertise to lead cross-functional collaboration, fostering a culture of continuous improvement while introducing innovative initiatives that enhance the brand’s competitive edge. Through strong influence and partnership with other departments, this role will ensure operational processes are streamlined, customer experiences are elevated, and restaurant 4-wall profitability is maximized, aligning every facet of operations with our strategic goals and brand vision.

Job Function: Strategic Planning

• Collaborate with COO and Operations Leadership Team to execute the operational plan, aligning execution planning to deliver business objectives.
• Support additional projects and initiatives in restaurant activities, adapting to market trends and emerging opportunities.
• Foster cross-functional collaboration with HR, Marketing, IT / Tech, and Development to drive profitable growth through world-class operations.

Operational Management

• Oversee daily restaurant operations, implementing policies to optimize customer experience, efficiency, and profitability.
• Monitor and analyze key performance indicators (KPIs) to assess restaurant performance and implement corrective actions as needed. Responsible for customer satisfaction, food safety, health and safety, employee satisfaction, and other brand operating standards.
• Coordinate closely with Yum! KFC Operations and HR Teams to ensure compliance with franchisor standards. Focus on operational excellence by ensuring the execution of defined systems.
• Collaborate across functions (HR, Marketing, Digital / IT, Development) to increase sales through marketing activations and people development.
• Lead a positive culture of feedback, coaching, and recognition while upholding accountability and brand standards.

Customer Experience

• Maintain customer satisfaction as a central focus in operational decisions and continuously monitor feedback.
• Implement customer-centric initiatives to boost satisfaction, loyalty, and brand competitiveness.
• Stay informed on industry trends to ensure relevance and customer appeal.

Team Engagement & Growth

• Embody KFC’s People Promise: “be your best self, make a difference, have fun.”
• Cultivate a recognition culture where effort, results, and teamwork are acknowledged meaningfully.
• Develop a feedback, coaching, and recognition culture to meet accountability and brand standards.
• Ensure proper staffing by selecting, developing, and retaining high performers.
• Coach Field Operations to identify sales opportunities and support marketing and cost-control initiatives.
• Collaborate with finance to develop and manage the operational budget and implement improvements.
• Ensure restaurants meet financial targets, including revenue, profit margins, and cost control.
• Conduct regular financial routines (daily/weekly/periodic analysis), providing coaching to improve margins without compromising guest experience or standards.

Quality Assurance and Compliance

• Ensure all restaurants adhere to brand and local regulations, including food safety and health standards.
• Implement quality assurance programs to uphold high standards of food safety and customer satisfaction.
• Conduct regular audits and inspections to ensure operational excellence across locations.

Knowledge and Skills Required

• Strong commercial skills and business acumen, with excellent literacy and numeracy.
• Fluency in English is essential.
• Proven success in employee selection, coaching, and development.
• Strong coaching skills to achieve results collaboratively.
• Analytical ability and proven problem-solving skills.
• Excellent organizational, influencing, and communication skills.
• Ability to work independently as well as part of a team.
• Knowledge of performance metrics, product specifications, and management systems.
• High personal standards and professionalism.
• Excellent planning and time management skills.
• Willingness to become highly knowledgeable about brand operations.