MANAGER, RESTAURANT OPERATIONS

We need a Manager, Restaurant Operations to oversee multiple KFC locations across St. Lucia and Dominica

MANAGER, RESTAURANT OPERATIONS

KFC ST. LUCIA

About the Role

We are seeking an experienced Manager, Restaurant Operations to lead multiple KFC outlets across St. Lucia. This is a senior leadership role accountable for customer retention, CHAMPS excellence, and profitability of each restaurant. The successful candidate will have demonstrated, hands-on experience within the KFC/YUM! franchise system – this is a non-negotiable requirement, as the role demands immediate application of YUM! global standards, including Customer Mania, CER (Customer Experience Report), SSE (Safety, Security & Equipment), and Area Coach methodologies.

The Manager, Restaurant Operations will accomplish objectives through planning, motivating, and coordinating Restaurant General Managers (RGMs) and staff across all locations. The role also requires close collaboration with the Marketing unit to ensure seamless execution of promotions with minimal operational disruption.

Key Responsibilities

• Ensure 100% adherence to YUM! CHAMPS standards (Cleanliness, Hospitality, Accuracy, Maintenance, Product Quality, Speed of Service) across all restaurants.
• Lead CER and SSE action plans; conduct periodic audits and implement corrective actions where standards are not met.
• Maintain a strong working relationship with YUM! operations and training departments, ensuring all franchise requirements are exceeded.
• Ensure all new KFC products and marketing initiatives are launched on time, with proper procedures, training, and point-of-sale materials.
• Collaborate closely with the Marketing unit to review upcoming KFC promotions, Limited Time Offers (LTOs), and national campaigns prior to launch.
• Provide operational feedback on marketing brief documents, identifying potential constraints in store layout, equipment, staffing, or supply chain.
• Recommend actionable strategies to minimise disruption to store operations during high-volume promotions (e.g., labour adjustments, pre-packaging, staging areas, extended hours).
• Gather, analyse, and report customer and staff feedback on current and past promotions, communicating insights to Marketing to inform future campaign design.
• Assess promotion performance against operational metrics (speed of service, food waste, CHAMPS scores, customer complaints) and recommend adjustments for repeat promotions.
• Lead creation of store budgets (Annual Operating Plan), including marketing and training calendars aligned with KFC promotional cycles.
• Monitor daily restaurant financial performance: sales, food cost (with attention to KFC recipe compliance), labour efficiency, and cash accountability.
• Ensure all interviewing, hiring, performance evaluation, coaching, and discipline follow YUM!-recommended procedures.
• Conduct formal performance evaluations for all RGMs, including development plans tied to YUM! Area Coach module requirements.
• Develop and maintain relationships with government departments: Environmental Health, Ministry of Labour, and Company Quality Department.
• Create and implement Standard Operating Policies (SOPs) as needed; ensure all St. Lucia laws and KFC brand standards are understood and adhered to.
• Coordinate with Maintenance Department to minimise equipment downtime (ovens, fryers, MICROS systems).
• Track customer concerns using CER data to measure, resolve, and prevent complaint issues.

Preferred Profile

• Hands on operational experience and demonstrated success in a KFC / YUM! franchised environment
• 6+ years senior managerial experience in QSR
• Diploma minimum (degree preferred but not required)
• Valid driver's licence and reliable vehicle
• YUM! Area Coach module completion  

Send your CV and a brief cover letter highlighting your specific KFC/YUM! experience 

We thank all candidates for their interest however only shortlisted candidates will be considered.