Role Purpose
- The Country Manager, Sales & Operations is a senior executive and P&L owner responsible for driving end - to - end business performance, revenue growth, and operational excellence across all locations within the business coverage.
- This role is accountable for transforming the business into a scalable, high - performing, and customer - centric operation, ensuring strong commercial outcomes, consistent brand delivery, and sustainable growth.
- The role extends beyond operations to include market expansion, sales acceleration, and building the systems, leadership capability, and structures required to win in a highly competitive QSR landscape.
Strategic Mandate
- Own and deliver full country - level P&L performance (revenue, cost, profitability, and growth)
- Drive aggressive sales growth and profitability across all outlets | locations.
- Build and scale a high - performance multi - unit operating model
- Strengthen brand positioning and customer experience consistency nationwide
- Establish strong commercial discipline and operational governance
- Develop a robust leadership pipeline across clusters and locations
Key Responsibilities
Sales Strategy & Business Growth:
- Drive top - line revenue growth across all locations through strategic sales initiatives
- Own like - for - like sales growth and outlet profitability
- Identify and execute key growth levers (pricing, promotions, channel optimization, delivery platforms, partnerships)
- Continuously optimize sales mix and customer acquisition strategies
- Lead expansion strategy including new outlet rollouts and geographic penetration
P&L Ownership & Commercial Performance:
- Maintain full accountability for country - level P&L, including revenue, margins, and cost structures
- Drive profitability through cost optimization (food cost, labor, overheads) without compromising quality
- Establish strong financial discipline and performance tracking across all clusters
- Ensure each location operates as a profitable business unit
Operational Excellence & Standardization:
- Build and enforce a best - in - class multi - unit operating model
- Ensure consistency in food quality, hygiene, service delivery, and brand standards across all locations
- Drive efficiency, speed, and productivity across operations
- Institutionalize SOPs, audit frameworks, and compliance systems
Customer Experience & Brand Leadership:
- Own the end - to - end customer experience strategy across all touchpoints
- Ensure consistent delivery of a differentiated and high - quality brand experience
- Leverage customer insights and feedback to drive innovation and service improvements
- Position the brand as a market leader in customer satisfaction and loyalty
Data - Driven Decision Making:
- Establish performance dashboards and reporting systems across all clusters
- Use data and analytics to identify trends, diagnose performance gaps, and drive decisions
- Embed a performance culture driven by KPIs, accountability, and continuous improvement
Leadership & Capability Building:
- Lead, develop, and inspire Cluster Managers and Location Managers
- Build a high - performance culture anchored on ownership and accountability
- Strengthen leadership capability and succession pipeline across the business
- Identify talent gaps and implement structured development and retention strategies
Cross - Functional Integration:
- Partner with Supply Chain, HR, Finance, and Marketing to align execution with business objectives
- Ensure seamless coordination across functions to support growth and operational efficiency
- Drive alignment between brand strategy and in - market execution
Transformation & Continuous Improvement:
- Lead business transformation initiatives to enhance scalability and profitability
- Drive adoption of systems, technology, and modern operating practices
- Continuously challenge existing models to improve efficiency and performance.
Strategic Success Statement (Success Definition)
- Success in this role is defined by the ability to transform the business focus operations into a high - performing, scalable, and consistently profitable business.
The role holder is expected to:
- Deliver sustained revenue growth and improved profitability across all locations
- Build a structured, data - driven, and tightly managed multi - unit operation
- Ensure each outlet consistently delivers strong financial results and brand standards
- Establish a scalable operating model that supports rapid expansion without quality dilution
- Build a strong leadership pipeline and embed a culture of accountability and performance
- Ultimately, success is achieved when the business becomes a dominant market player - commercially strong, operationally disciplined, and recognized for excellence in both customer experience and delivery.
Qualifications & Experience
- 15yrs + Extensive experience in senior leadership roles within QSR, retail, or hospitality sectors
- Proven success in driving revenue growth and profitability at scale
- Strong financial and commercial management capability (P&L, cost control, margins)
- Deep understanding of operational excellence, food safety, and quality standards
- Excellent leadership, stakeholder management, and communication skills
- Ability to operate effectively in a fast - paced, high - growth environment
Success Profile (What a Strong Fit Looks Like)
- Proven track record of leading and scaling multi-unit QSR or retail operations at a national level
- Strong commercial acumen with deep P&L ownership experience
- Demonstrated ability to drive both sales growth and operational excellence simultaneously
- Experience building scalable systems and repeatable operating models
- Strong leadership presence with the ability to influence, align, and drive accountability
- Data - driven decision maker with strong analytical capability
- Deep understanding of customer experience and brand delivery in a multi - site environment
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