Area Coach

Role: Area Coach

Location: Kerala

Purpose of the role

An Area Coach is responsible for the overall performance, operations, and profitability of a designated geographical area, which may include multiple Cafe, branches, or franchises. They work to ensure that each location meets and exceeds company standards, achieves sales and performance goals, and provides exceptional customer service.

Key Responsibilities and accountabilities of the Role

Leadership and Management:

- Provide leadership and guidance to Cafe managers and their teams within the area.

- Recruit, train, and develop Cafe managers and staff.

- Set performance expectations, goals, and KPIs for each location.

Operational Excellence:

- Ensure consistent implementation of company policies, procedures, and operational standards across all locations.

- Monitor and improve operational efficiency and cost management.

- Oversee inventory management, supply chain, and logistics for the area.

Sales & Business Growth

Drive outlet sales and profitability targets.

Analyze sales trends and develop action plans to achieve KPIs.

Identify opportunities for upselling, cross-selling, and local marketing initiatives.

Customer Service

- Ensure a high level of customer satisfaction and service quality at all locations.

- Address customer complaints and feedback in a timely and effective manner.

Financial Management:

- Monitor and manage budgets, expenses, and financial performance for each location.

- Analyze financial reports and make recommendations for improvements.

Compliance and Safety:

- Ensure adherence to legal, safety, and brand guidelines.

- Prepare and present operational reports, budgets, and forecasts.

- Collaborate with cross-functional teams (HR, Marketing, Supply Chain) for seamless operations.Ensure compliance with all local, state, and federal regulations and company policies.

- Implement safety protocols and standards to protect employees and customers.

Customer Experience Management

- Ensure exceptional guest satisfaction across all outlets.

- Implement customer feedback mechanisms and resolve escalations promptly.

Quality Assurance:

- Maintain quality control standards for products and services.

- Conduct regular audits and inspections to ensure consistency and quality.

Reporting and Communication:

- Provide regular reports and updates to senior management on the area's performance.

- Communicate with store managers and staff to relay company directives and updates.

Performance Measures and indicators for the Role

1. Sales Growth and Revenue Targets
2. Operational Efficiency
3. Customer Satisfaction
4. Staff Development
5. Quality Assurance
6. Compliance and Safety
7. Financial Management
8. Marketing and Promotions
9. Reporting and Communication

Knowledge and Skills

Educational Qualification: IHM /Bachelor's degree in a relevant field (business, management, etc.) is Mandatory.

Experience: 5 to 10 years, Experience in QSR, food retail, or hospitality, with at least 4 years in a managerial role overseeing multiple locations/Stores.

Functional Skills Required to execute the role

- Strong communication and interpersonal skills.

- Analytical and problem-solving abilities.

Technical Skills Required to execute the role

- Operational expertise in QSR, hospitality, or retail industries.

- Financial acumen with experience in budgeting and P&L management.

- Ability to multitask, work under pressure, and handle multiple outlets.

- Excellent problem-solving and analytical skills.

- Several years of experience in a leadership or management role

- Knowledge of industry trends and competitive landscape.

- Ability to travel to various locations within the designated area.

- Proven experience in team leadership and people management

- Skilled in performance management, coaching, and staff development

- Strong background in process auditing, SOP documentation, and adherence monitoring.

Language Fluency : English, Malayalam (Mandatory) and Hindi