Chief Operating Officer (FMCG) at Westfield Consulting

Job Description

• The Chief Operating Officer (COO) will be responsible for driving operational excellence, profitability, and growth across the QSR business. 
• The role requires a seasoned executive with a proven track record in operational turnaround within QSR, Retail, or FMCG sectors in Africa, preferably in Nigeria. 
• The COO will lead strategy execution, streamline operations, and ensure best-in-class customer experience while maintaining strict cost control and operational efficiency.

Responsibilities
Strategic Leadership & Business Growth:

• Develop and implement operational strategies that drive revenue growth, profitability and market share expansion
• Lead operational turnaround initiatives to improve cost efficiency, supply chain effectiveness, and restaurant performance.
• Ensure alignment between business goals and market dynamics to sustain competitive advantage in the Nigerian QSR sector.

Operations & Performance Management:

• Oversee daily operations across all restaurants, supply chain, and logistics functions to ensure seamless execution.
• Implement data-driven decision-making using KPIs such as sales per store, customer satisfaction scores, operational efficiency, and cost control.
• Improve speed of service, order accuracy, and quality assurance to enhance customer experience.

Supply Chain, Procurement & Cost Optimization:

• Develop and oversee an optimized supply chain model to reduce costs and prevent disruptions.
• Drive local sourcing strategies to mitigate currency risks and improve profitability.
• Work with vendors and partners to ensure quality, competitive pricing, and reliable delivery of raw materials

Financial & Profitability Management:

• Drive P&L accountability, ensuring each outlet contributes positively to the company's bottom line.
• Identify and execute cost-saving initiatives while maintaining quality and efficiency.
• Lead initiatives to reduce wastage, optimize inventory, and enhance financial discipline across all operations

People & Leadership Development:

• Lead, coach, and develop a high-performing operations team that can scale with the business.
• Foster a culture of accountability, innovation, and customer-centricity.
• Ensure best practices in employee training, retention, and motivation across all levels.

Customer Experience & Brand Positioning:

• Enhance the customer experience strategy to improve brand loyalty and market positioning.
• Ensure high standards of food safety, hygiene, and quality control.
• Develop and execute innovative menu and service improvement initiatives based on customer feedback and market trends

Technology & Digital Transformation:

• Drive technology adoption in POS systems, online ordering, delivery platforms, and AI-driven analytics to enhance operational efficiency.
• Lead digital transformation strategies to improve operational agility and customer convenience.

KPI

• Measure year-over-year growth in revenue, EBITDA, gross profit (GP), and profit after tax (PAT).
• Increase in sales and revenue compared to previous periods or targets.
• Return generated on capital invested in operational improvements, expansion, or new initiatives.
• Track market share growth in the Nigerian QSR sector.
• Successful entry into new regions or countries (e.g., within Nigeria or into neighbouring African markets).
• Monitor average monthly sales per store as a measure of outlet performance
• Use Net Promoter Score (NPS) or Customer Satisfaction Index (CSI) to gauge customer experience
• Evaluate labor-to-sales ratio and other operational cost metrics.
• Achievement of Supply Chain Department’s budget/targets/objectives
• Percentage of strategic initiatives (e.g., process improvements, technology adoption) that are fully executed on time and within budget.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or related field.
• An MBA or relevant executive leadership certification is highly desirable.
• Membership of the CIPS, CILS, CILCS, CISCOM, Lean Six Sigma or any other related professional qualification is required.
• Experience & Industry Knowledge
• Minimum 15 years of leadership experience in QSR, FMCG, or Retail, with at least 5 years in a COO or equivalent role