City Head

Areas of Responsibility

Promote City Growth

Achieve the AOP target for the city by driving and ensuring implementation of the strategies for increasing sales through promotions, enhancing customer experience etc. Suggest and implement city level initiatives to attain business targets and growth.

Responsible for process excellence across the city units thereby guaranteeing constant renewal of SOPs in order to reduce wastage and cost, and increase customer satisfaction and profitability.

Collaborate with the marketing team and relevant stakeholders to generate ideas for increasing the market share of company POD's in the city.

Create a thorough execution plan and implement the same.

Collaborate with the Marketing team to implement ATL and BTL activities across the city in order to increase the user base.

Ensure Customer Satisfaction

Achieve the set metrics from the delivery standpoint to ensure a higher restaurant rating. Conduct gap analysis and action plans in case of failing to meet set metrics.

Establish customer service norms within the city and ensure the complaints are within targets by organising regular training and process audits.

Interact with the Fleet Ops team to determine ways of reducing the time taken to deliver.

Implement ATL & BTL marketing activities to enhance consumer acquisition.

City Operations Management

Create the checks and balances to ensure a proper inventory is maintained by all teams. Devise ways to identify any deviation and rectify.

Conduct reviews with the Cluster managers, Unit managers on a periodic basis to assess the health of the clusters / units they manage.

Check the audit reports of all units / clusters to ensure safety and adherence to hygiene parameters. Conduct audits across the city to assess the operations.

Track and analyse metrics to ensure reduction in food wastage, food costs, SLA for preparation and delivery time and increase opportunities for profitability and customer satisfaction.

Ensure all expenses in the city are within the budget and identify plans to reduce operational costs, manpower costs, packaging/ delivery cost as well as eliminate unnecessary costs.Ensure adherence to all statutory compliances (FSSAI standards./ Govt or Municipality norms etc.)across the city.

Liaise with the Finance team in case of any fluctuations / deviations in expenses and stock levels.Interact with external stakeholders government officials, corporate tie-ups etc. in case of escalations if any.

Responsible for internal control systems being followed properly (Bills submission/ Reporting number/ process adherence etc. ).

People and Performance Management

Responsible for recruiting, orienting, coaching employees and setting expectations for work processes and behaviours and conduct periodic reviews to mentor the team.

Control attrition by ensuring the implementation of frequent R&R activities, incentive plans, periodic training and engagement programmes for the employees.

Set up a grievance redressal mechanism for employees to approach in case of any issues.

Safety (people & food)

Ensure compliance to all necessary food safety regulations. Ensure basic hygiene is in place.

Identify and implement innovative solutions to aid food safety. Ensure the safety/ risks are highlighted and safe behaviour displayed within the POD's.

Tracking safety scorecard to correct the near-misses and review RCA for safety and developing Corrective and preventive action (CAPA).

NSO (new Store Openings)

Execute the Launch plan in alignment with the AOP, identify the processes which can derail the plan, bridge barriers for the team by collaborating with cross-functional teams.

Ensure hiring of the people for new store. Ensure equipment readiness.

Monitor the performance in the new cities/ new area, work with the marketing team to coordinate for marketing inventory to boost growth.