I am seeking a dynamic Head of Operational Excellence to lead the operational strategy and drive exceptional guest satisfaction across the business.

This role is ideal for a strategic, results-driven professional passionate about enhancing customer experience and operational efficiency in the QSR or hospitality industry.

Working closely with the senior leadership, this role will oversee guest care initiatives, manage key partnerships with delivery aggregators, lead operational marketing campaigns, and support new product launches.

The Head of Operational Excellence responsibilities.

• Lead the Guest Care team, implementing strategies that boost customer satisfaction and
• Develop and deliver training programs focused on maintaining high guest service standards.
• Build and maintain strategic relationships with delivery partners to optimise service and streamline communication.
• Oversee delivery performance metrics and collaborate to enhance efficiency and customer satisfaction through promotions and service improvements.
• Coordinate and execute marketing campaigns, ensuring seamless integration within restaurant operations.
• Measure campaign impact and refine strategies based on performance data and guest insights.
• Oversee the operational launch of new products, ensuring brand standards and customer expectations are met.
• Identify opportunities for operational efficiencies, leading projects focused on cost reduction, quality enhancement, and service improvement.

The right Head of Operational Excellence

• Proven experience in operational leadership within the QSR or hospitality sector.
• Strong analytical skills with a strategic mindset and data-driven decision-making abilities.
• Excellent communication skills and a proven track record of leading cross-functional teams.
• Passionate about customer service with an in-depth understanding of QSR market trends.