Operations Director

3 days ago

London, Greater London, United Kingdom Wendy's UK Full time
Job Title: Operations Director - UK & EU

We are seeking an experienced Operations Director to lead our UK and EU operations, driving business growth and excellence in all European countries.

Key Responsibilities:
  • Develop and implement operations strategy in all European countries, aligning company and franchise operations with the "One Strategy" approach.
  • Support and guide the operations team in making high-quality, timely decisions that benefit the business, leveraging data-driven approaches to analyze issues and generate solutions.
  • Lead and build a high-performing operations team that runs Wendy's company restaurants and supports franchisee success in existing restaurants.
  • Partner with development to ensure we meet or exceed development targets in the UK and EU.
  • Lead Franchise Operations Managers and Company Regional Operations Managers to ensure restaurants meet Wendy's operational excellence standards.
  • Develop plans to address gaps and leverage opportunities to deliver results and improve the brand position in the market.
  • Bring the operational strategy to life during business planning stages and optimize sales, drive profitability, and deliver exceptional customer service.
  • Effectively utilize corporate resources, strategic partnerships, peers, and support functions to achieve business goals.
Operational Performance:
  • Responsible for the execution of all systems and tools that deliver an exceptional customer experience grounded in the "Wendy's Promise" Model.
  • Leads the operations business planning and goal setting for all restaurants to deliver results.
  • Provides guidance and oversight on performance against targets, developing action plans and strategies to support Regional Operations Managers and Franchise Operations Managers.
  • Actively involved in day-to-day operations of base restaurants as the market entry plan is executed.
  • Ensures all food safety procedures are executed according to brand and health regulations.
Financial Performance:
  • Financial performance of company restaurants to achieve planned profitability through leadership, coaching, and direction of the team.
  • Ensures facilities are to brand standard and the facilities team delivers with a sense of urgency while finding margin improvements.
  • Key management areas, including sales forecasting, labor, food costs, and execution of safety and security policies related to risk.
  • Ensures the use of all core systems to support financial results.
  • Works closely with the finance lead to identify and address opportunities to support margin improvement.
People Recruitment & Development:
  • Partners with HR to develop and execute the operations people recruitment plan that supports restaurant growth plans and ongoing business needs.
  • Partners with Training to ensure the business is set up for rapid growth.
  • Manages the performance management processes within the market and ensures proper escalation of any employee issues.
  • Creates a productive, motivating workplace through coaching, development, and recognition, understanding that the customer experience will never exceed the employee experience.
Business Partnership driving growth:
  • Partners with Marketing to develop and implement the market plan to maximize sales and blunt competitor intrusion.
  • Partners with development and construction to meet growth plans through effective, timely, and successful restaurant growth.
  • Leads the operations team to deliver exceptional customer experiences at every new restaurant open.
New Market Development & Franchise Growth:
  • Supports the new franchise development team with operational feedback on potential candidates.
  • Supports franchise new restaurant opens through "open" team support, training, and guidance.
  • Participates in the annual planning process for the UK with finance, marketing, development, and construction.

Requirements:

  • Bachelor's Degree; MBA or Master's Degree
  • Minimum 5 years' experience with increasing responsibility in operations management, including experience in P&L management of multi-unit operators
  • Proven successful track record in a related role, including supervisory experience in a geographically dispersed restaurant organization
  • Ability to lead, influence, and develop organizational capability as well as achieve results with a diverse group of stakeholders
  • Natural capacity to quickly establish and build effective relationships across the organization
  • Strong strategic thinking capabilities and ability to lead growth and change initiatives
  • Superior operating skills, financial and marketing acumen
  • Extraordinary influencing, consulting, and communication skills; ability to influence, engage, and motivate people
  • Self-motivated, results-oriented, customer-focused team player, holds themselves accountable for performance, and takes absolute ownership
  • High energy and ability to react to situations quickly and decisively, possessing self-confidence to be assertive when taking a position, and not afraid to make decisions
  • QSR (Quick Service Restaurant) or Restaurant experience required
  • Must be located within an hour's drive of London

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