Zonal Business Manager

Job Title: Zonal Business Manager

Location: Delhi

Department: Operations

Reports to: Regional Business Head / National Operations Head

The Zonal Business Manager (ZBM) is responsible for driving business growth, profitability, and operational excellence across all Café Coffee Day outlets within a specific zone. This role involves leading a team of Area Managers and overseeing all aspects of café operations, sales, marketing initiatives, and customer experience.

• 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.

• 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.)

• Bachelor's degree in Business Administration, Hotel Management, or related field (MBA preferred).
• 8–12 years of experience in retail/QSR/F&B operations with at least 3 years in a zonal or regional leadership role.

• 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