About KFC Pan Europe:
From the centre of the continent to the remote (and not-so-remote) coasts and islands, KFC Pan Europe is the iconic chicken restaurant brand with a unique history of innovation and success. Always original, our passion is high-quality, finger lickin’ good chicken. Yes, we also have a secret recipe. No, we can’t share it. What we can share is our heart-led, welcoming culture, where you can be your best self, make a difference and have fun.
We’re part of Yum! Brands, Inc. collaborating across the world with our sister brands, Taco Bell, Pizza Hut and The Habit Burger Grill. KFC Pan Europe has three business units: Western Europe, Central & Eastern Europe and France. With more than 30 official languages in 150 different franchises, connecting with us is easier than ever. If you really want to do the math, we’ve also got 2,200 restaurants in 40 countries. Either way, we keep it original.
For us, the future is all about connecting food traditions and tomorrow’s technology to innovate customer experiences, our global brand and the best fried chicken you’ve ever tasted. We exist to feed people’s potential, valuing personal development and an inclusive culture. This also means having a keen social purpose and investing in mentorship, upskilling and food security. Creating opportunities for the most underserved and vulnerable groups in our communities helps grow new roots and strengthen bonds.
We want our people to be their best selves. So, we invest in skills, resources and each other. At our Pan Europe Academy, we develop leadership and train all levels of restaurant and corporate employees. From Employee Resource Groups (ERGs) to Individual Development Plans, we build meaningful careers that have real impact.
The bottom line? We bring it. Curious? We hope so.
Bring your spark, your spice and your original story. At KFC Pan Europe, we’re grounded in winning, celebrating, recognising, welcoming and belonging. We've got a big table. You have a seat at it.
Purpose of the job:
The Head of Operations will assume full accountability for Operational Excellence, Customer Experience, and Financial Performance across the Western European markets (11). This strategic leadership role is responsible for driving exceptional performance by enhancing customer satisfaction, optimizing team engagement, and supporting franchisee success.
The ideal candidate will leverage their expertise to lead cross-functional collaboration, fostering a culture of continuous improvement while introducing innovative initiatives that enhance the brand’s competitive edge. Through strong influence, partnership with other departments, this role will ensure operational processes are streamlined, customer experiences are elevated, and restaurant 4-wall profitability is maximised, aligning every facet of operations with our strategic goals and brand vision.
Job function:
Strategic Planning:
* Collaborate with COO and Operations Leadership Team to execute the operational plan, aligning execution planning to deliver business objectives
* Support additional projects and initiatives in restaurant activities, adapting to market trends and emerging opportunities
* Foster cross-functional collaboration with HR, Marketing, IT/Tech, and Development to drive profitable growth through world class operations
Operational Management:
* Oversee daily restaurant operations, implementing policies to optimize customer experience, efficiency, and profitability.
* Monitor and analyse key performance indicators (KPIs) to assess restaurant performance and implement corrective actions as needed. Responsible for customer satisfaction, food safety, health and safety, employee satisfaction and other brand operating standards.
* Close cooperation with Yum! KFC Operations and HR Team to ensure business operates in accordance with Franchisor standards. Focus on operational excellence by ensuring execution of defined systems.
* Cross functional collaboration with various functions (including HR, Marketing, Digital/IT and Development) to increase sales volumes through marketing activations & people development.
* Lead positive culture of feedback, coaching and recognition while upholding accountability and brand standards.
Customer Experience:
* Keep customer satisfaction central to all operational decisions and continuously monitor customer feedback.
* Implement customer-centric initiatives to enhance satisfaction, loyalty, and brand competitiveness.
* Stay updated on industry trends to ensure relevance and customer appeal.
Team Engagement & Growth:
* Act as owner of KFC’s People Promise “be your best self, make a difference, have fun”
* Develop a culture of recognition where effort, results and team collaboration is acknowledged in meaningful ways.
* Develop a culture of feedback, coaching, and recognition, ensuring accountability and brand standards are met.
* Ensure appropriate staffing, focusing on selecting, developing, and retaining high-performing teams.
* Coach Field Operations to identify sales growth opportunities and support teams in executing marketing programs and cost control.
Financial Management:
* Work closely with finance team to develop and manage the operational budget while implementing operational improvements.
* Ensure restaurants meet financial targets, including revenue, profit margins, and cost control.
* Conduct all financial routines e.g. financial analysis daily/weekly/period, provide coaching and support for margin improvement without negatively impacting the guest experience or operational standards.
Quality Assurance and Compliance:
* Ensure all restaurants comply with brand & local regulations, including food safety as well as health and safety standards.
* Implement quality assurance programs to maintain high standards of food safety and customer satisfaction.
* Conduct regular audits and inspections to ensure operational excellence across all locations.
Knowledge and skills required:
* Strong commercial skills & business acumen, excellent literacy, numeracy skills.
* Demonstrated track record of workplace achievement in the selection, coaching and development of employees.
* Strong coaching skills that can achieve results through the team in a collaborative fashion.
* Proven analytical ability.
* Strong organisational, influencing and communication skills.
* Team-player but able to work independently.
* Knowledge of performance metrics, products specifications, and management systems.
* High personal standards.
* Excellent planning and time management.
* Will need to become highly knowledgeable of brand operations.
Why Should You Work for KFC?
At KFC, we pride ourselves on being original. We even named our recipe after it. But for us, the answer to the question is simple. Be You.
Everyone at KFC is different. Unique. It’s what makes us special - Our people, The Originals. And we welcome you to join us. Bring your individuality to the table. Bring your grit and energy. Bring your spirit. Your story. Your drive and your passion. Bring it. Every piece of you. Even the parts you don’t like. Because we value our people no matter what. We’ll feed your potential and we’ll support you; to be your best self, to make a difference, and have fun. Together, we can be part of something truly extraordinary. All you have to do, is Bring It.
Buckets of Benefits:
* Company and performance related bonus
* Generous pension
* Annual holiday allowance of 25 + 5 days
* Study support may be available for job-related qualifications
* Competitive maternity leave and flexible return to work options
* International career opportunities across Yum!
KFC is an inclusive culture that let’s your Originality shine with a flexible working environment, great benefits and colleagues! Come join us!
Please note: This role is based in Lausanne Switzerland.
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