Role Purpose

The Regional Coach is responsible for managing multiple restaurants within a defined region, ensuring operational excellence in line with company policies, procedures, and CHAMPS standards.

The role focuses on delivering strong financial and operational performance through effective leadership, people development, customer service excellence, and cost control. The incumbent is accountable for achieving sales growth, maintaining profitability, and building organisational capability across the region.

The Regional Coach plays a key role in identifying risks and opportunities, driving continuous improvement, and ensuring the business remains competitive within the market while delivering a consistent and high-quality customer experience.

Key Responsibilities

Operational Leadership & Performance Management

Lead and manage regional operations to achieve performance targets.

• Drive operational KPIs as per the Operations Dashboard and Balanced Scorecard.
• Ensure consistent execution of CHAMPS standards (Cleanliness, Hospitality, Accuracy, Maintenance, Product Quality, Speed of Service).
• Maintain high standards of customer service, quality, cleanliness, and value.
• Identify operational risks and opportunities and implement corrective actions.

Sales & Profitability Management

Drive revenue growth and optimise profitability across all stores.

• Maximise sales to achieve and exceed budget targets.
• Analyse competitors, market trends, and economic data to identify risks and opportunities.
• Implement local store marketing strategies to drive transaction growth.
• Monitor product quality and customer service standards to enhance sales performance.
• Manage cost of sales, labour costs, and controllable expenses in line with targets.
• Investigate variances and implement corrective actions including coaching and retraining.

Resource & Cost Management

Ensure optimal utilisation of resources to support business performance.

• Maintain appropriate staffing levels to meet operational demands.
• Ensure optimal stock and supply levels to balance cost efficiency and service delivery.
• Monitor financial controls and ensure adherence to company policies.
• Continuously review and improve cost efficiencies across operations.

People Management & Development

Develop and lead high-performing teams across the region.

• Provide leadership, coaching, and support to Area Coaches and Restaurant General Managers.
• Ensure all staff are trained, competent, and meet performance standards.
• Drive succession planning and build a strong talent pipeline within the region.
• Manage disciplinary and grievance procedures in line with legislation and company policies.
• Conduct regular performance reviews and coaching sessions.

Operational Standards & Compliance

Ensure compliance with company and regulatory standards.

• Ensure adherence to all company policies, procedures, and YUM standards.
• Monitor CHAMPS results and implement improvements where gaps are identified.
• Ensure stores are fully compliant with operational and brand standards.
• Oversee cash handling, banking procedures, and stock control processes.

Customer Experience & Stakeholder Engagement

Enhance customer experience and maintain strong internal relationships.

• Ensure high levels of customer satisfaction and service delivery.
• Handle customer complaints effectively and ensure resolution.
• Engage with leadership teams and contribute to strategic decision-making.
• Provide feedback and insights to senior management on operational performance.

Safety, Security & Risk Management

Maintain a safe and compliant working environment.

• Ensure compliance with Health and Safety, Food Safety, and Hygiene regulations.
• Monitor safety and security standards across all stores.
• Ensure the protection of company assets, employees, and customers.

Administration & Reporting

Maintain accurate reporting and administrative control.

• Monitor and review daily, weekly, and monthly operational reports.
• Ensure accurate documentation and adherence to administrative processes.
• Conduct business reviews and regional meetings with direct reports.
• Participate in leadership and strategic meetings, including stewardship sessions.