Operations Manager

Position: General Manager – Growth & Operations

Role Overview

operations, growth, and sales development

This is a leadership role requiring strong business acumen, people management skills, and the ability to deliver measurable results in sales, customer satisfaction, and brand growth.

Key Responsibilities

1. Operations & SOP Compliance

• Ensure all stores follow company SOPs, policies, and quality standards.
• Oversee daily operations across stores, resolving escalations and ensuring smooth functioning.
• Conduct regular audits (virtual and physical) to ensure compliance.

2. Sales Growth & Performance Tracking

• Take ownership of

  sales growth targets

  across all stores.
• Analyze store-wise sales reports, identify gaps, and create action plans to improve revenue.
• Ensure store managers are trained and motivated to deliver growth.
• Introduce and track

  KPI dashboards

  (Sales, Google Reviews, Repeat Customers, Customer Complaints, Delivery Ratings, etc.).

3. Marketing & Business Development

• Work with the marketing team to

  design and execute monthly store-level and brand-level campaigns

  .
• Guide franchise owners in creating

  local marketing plans

  and ensure execution.
• Track ROI of marketing activities and link them with sales performance.

4. People Leadership

• Manage and mentor the executive team (HR, Admin, Operations, CRM, Marketing).
• Build systems for smooth hiring, training, and retention of staff across stores.
• Ensure franchise owners are satisfied with the support received from the central team.

5. Supply & Cost Management

• Monitor and optimize supply chain costs (materials, logistics, wastage).
• Ensure consistent quality and timely supply to all stores.

6. Franchise Relations & Growth

• Act as a single point of contact for franchise owners regarding operations, sales, and growth.
• Conduct regular review calls and meetings with franchise owners.
• Share reports and recommendations on how to grow their individual stores and improve satisfaction.
  

Required Skills & Experience

• 8–12 years of experience in

  F&B, Retail, QSR, or Franchise Management

  .
• Strong understanding of

  sales, operations, and marketing execution

  .
• Proven track record in

  growing sales and managing multiple outlets

  .
• Excellent leadership, communication, and problem-solving skills.
• Ability to work under pressure with multiple stakeholders.
  

Key Performance Indicators (KPIs)

• Month-on-month

  growth in sales

  across stores.
• % improvement in

  Google Reviews and customer ratings

  .
• % reduction in complaints/escalations.
• Marketing ROI and campaign success rate.
• Team performance & franchise owner satisfaction index.