Job Title: Zonal Business Manager
Location: Delhi
Department: Operations
Reports to: Regional Business Head / National Operations Head
Job Summary:The Zonal Business Manager (ZBM) is responsible for driving business growth, profitability, and operational excellence across all Caf Coffee Day outlets within a specific zone. This role involves leading a team of Area Managers and overseeing all aspects of caf operations, sales, marketing initiatives, and customer experience.
Key Responsibilities:- P&L Management:
- Own the Profit & Loss accountability for the zone. Drive revenue growth and cost optimization to meet profitability targets.
- Team Leadership:
- Lead, mentor, and motivate a team of Area Managers and Store Managers. Ensure high levels of employee engagement, performance, and retention.
- Operational Excellence:
- Ensure consistent implementation of CCD's operational standards, SOPs, hygiene, and quality benchmarks across all cafes.
- Business Strategy & Execution:
- Develop and execute business strategies tailored to the zone. Identify market opportunities, analyze performance metrics, and drive corrective action plans.
- Customer Experience:
- Ensure best-in-class customer service and ambiance across outlets. Handle escalations and improve Net Promoter Scores (NPS).
- Sales & Marketing:
- Drive local store marketing campaigns and promotions in collaboration with the marketing team to increase footfall and revenue.
- Compliance:
- Ensure adherence to legal, statutory, and brand compliance requirements including FSSAI, safety norms, and internal policies.
- Expansion & Renovation:
- Support expansion plans, identify new store locations, and participate in renovation/relocation decisions.
Key Performance Indicators (KPIs):- Sales Growth % (Same Store Sales, New Store Sales)
- Zone P&L Revenue, EBITDA
- Customer Satisfaction (CSAT/NPS)
- Employee Turnover %
- Store Audit Scores (Hygiene, Quality, Service)
- Operational Efficiency Metrics (Cost per transaction, labor productivity, etc.)
Qualifications:- Bachelor's degree in Business Administration, Hotel Management, or related field (MBA preferred).
- 812 years of experience in retail/QSR/F&B operations with at least 3 years in a zonal or regional leadership role.
Skills & Competencies:- Strong business acumen and financial understanding
- Leadership and team development
- Strategic thinking with hands-on execution ability
- Customer-centric approach
- Excellent communication and interpersonal skills
- Proficiency in MS Excel, MIS reporting, and operational analytics
