Territory Manager

MISSION: The mission for this role is to provide the best possible customer experience through leading the operations of our network of outlets in a given set of areas/territory

Job Function & Responsibilities

Customer Experience System Lead

• Assist in creating a seamless system to enhance customer experience.
• Oversee 4-6 Business Managers (Up to 30 stores), ensuring that all stores and areas are operating efficiently.
• Collaborate with Business Managers and stakeholders to develop and ensure 100% compliance with food preparation procedures, tools, and instructions.
• Plan and implement strategies for fast, friendly, and hygienic dine-in service.
• Strategize and execute plans for efficient delivery service, maintaining high on-time rates.
• Lead and coach Business Managers and outlet teams to achieve near-zero operational issues, including product mix-ups (<0.5%), cancellations (<0.5%), foreign objects, meal unavailability, and rider assignment status errors.
• Ensure operational excellence, achieving a 4.5-star average in food and operations audits.
• Execute SOPs and policies with precision.
• Act as an in-store trainer to support team growth and performance.

Profitability and Cost Control Lead

• Manage Territory P&L to achieve profitability with EBITDA >15%.
• Establish lean operations by optimizing manpower requirements to <9% of net revenue.
• Minimize overhead costs, including logistics, area management, and waste reduction.
• Adhere to all KPIs and OKRs set by management, fostering a positive mindset within the outlet teams to drive results.
• Lead cost control initiatives by sharing innovative ideas and implementing improvements that enhance company profits.
• Drive top-line sales growth through local store marketing (LSM), suggestive selling, and upselling strategies.

Expansion and Growth Leader

• Oversee the rollout and launch of new outlets in collaboration with Business Managers.
• Guide Business Managers in setting goals for hiring and training new team members to support territory expansion.

People Management Leader

• Focus on staff training and coaching for Business Managers, Managers, and Outlet Partners.
• Oversee and execute schedule management and attendance tracking.
• Drive hiring activities to maintain a 90% manpower fill rate.
• Reduce turnover by fostering a positive work environment and leading by example.
• Address people management issues by identifying root causes and collaborating with the People Ops team to take corrective actions.
• Manage payroll processing efficiently.

COMPETENCIES

Personality Traits:

• Highly organized and structured.
• Calm under pressure, maintaining composure in challenging situations.
• Open to change and quick to execute decisions.
• Aggressive and fast-moving in driving results.
• Strong attention to detail.
• Infectious enthusiasm with the ability to motivate and inspire others.
• Proactive problem solver with a hands-on approach.
• Open to criticism and receptive to direct feedback.
• Excellent communication skills.
• Creative and innovative thinker, capable of thinking outside the box.
• Focuses on building and training teams to exceed targets.

Technical Skills:

• Data-driven mindset with the ability to build hypotheses to address problems.
• Constant drive for optimizing processes and developing efficient process flows.
• Excel proficiency will be highly beneficial for the role.