Primary Responsibilities

STRATEGY PLANNING & EXECUTION

Leads strategic goal setting and planning to achieve operational performance targets for the outlet.

· Plans and sets the daily, monthly, and annual goals for the outlet to enhance performance in People, Profit, Sales, and Customer.

· Manages outlet resources, including manpower, machines, methods, materials, and systems, ensuring they work together seamlessly to achieve daily operational targets.

· Delegates appropriate roles and responsibilities to Outlet Supervisors and Baristas, ensuring smooth operational flow and adequate manpower allocation to effectively fulfill their duties.

· Oversee and manage the outlet inventory, ensuring efficient stock levels, proper organization, and accuracy in stock records.

CUSTOMER TARGET ACHIEVEMENT

Oversees the execution and implementation of quality standards in managed outlets, ensuring consistency and excellence in customer service.

· Monitors team compliance with coffee SOPs, ensuring adherence to ZUS Coffee’s operational systems.

· Enforces customer service standards, ensuring the team consistently delivers high-quality service.

· Assesses and manages customer feedback from Customer Happiness records, developing action plans for resolution.

· Leads outlet to achieve ORA audit goals, translating strategies into measurable improvements in ORA and QAQC audits.

· Works with Outlet Supervisors to ensure food safety, cleanliness, and security compliance.

· Ensures outlet compliance with government regulations, including permits and licenses.

PEOPLE TARGET ACHIEVEMENT

Leads the hiring, training, development, coaching, and retention activities of the outlet team, ensuring their productivity, performance, and compliance to achieve the outlet's operational goals.

· Leads the outlet team in promoting an atmosphere that aligns with ZUS Core Values.

· Manages entire employment process of barista, from hiring to separation.

· Oversees the training and development of the outlet team, ensuring alignment with the Academy team’s capability-building requirements and completion of necessary training and certifications.

· Reinforces operational excellence and fosters a culture of continuous learning.

· Develops engagement initiatives to enhance employee retention.

· Sets clear expectations, delegates responsibilities, and communicates key practices and guidelines to ensure smooth operations.

· Regularly conducts performance reviews with Outlet Supervisors and Baristas using company tools, while recognizing individual and team achievements through existing and new recognition methods.

· Challenges and inspires team members to achieve business results.

PROFIT TARGET ACHIEVEMENT

Oversee the implementation of profit maximization processes and systems to achieve profit targets across all components.

· Manages outlet inventory processes, ensuring accurate and adequate resources from forecasting to consumption.

· Leads achievement of COGS, labor cost, and EBITDA targets using guidelines and tools for effective monitoring and compliance.

SALES TARGET ACHIEVEMENT

Leads the implementation of sales-building initiatives, ensuring that all outlets under their management are able to achieve their specific targets.

· Establishes a sales and marketing orientation within the store team, guiding them to identify customer needs and sales opportunities to meet targets.

· Develops local store marketing initiatives to drive sales performance and achieve target goals.

· Ensures adherence to marketing and merchandising guidelines to support sales objectives.

Position Qualifications

Education:

- Graduate of any 4-year course, preferably a Bachelor's degree in Business Management, Hotel and Restaurant Management, or related fields.

Experience:

- 3-5 years’ store managerial experience in store operations, restaurant/food service or retail outlet operations.

- With experience in Food & Beverage Customer Service, Inventory and P&L management, Sales Building, People Training & Development