Role summary:
Manager - Project & Process Excellence
Lead - Cafe Infrastructure Excellence is a cross-functional problem solver who diagnoses friction points across the entire guest journey. Operating with a structured, analytical lens, this role elevates the physical dine-in experience (acoustics, spatial flow, aesthetics) while leading broader business improvement projects to ensure strategic Customer Experience (CX) initiatives yield tangible, measurable outcomes.
Reporting and Decision Authority:
- Reports to: Director - Business Development & Projects
- Owns: End-to-end CX audits (dine-in service touchpoints), root-cause diagnosis of operational bottlenecks linked to Infrastructure, existing caf improvement areas focussed on elevated CX, pilot project charters, and post-implementation impact tracking.
- Recommends: Project priorities, scalable infrastructure retrofits, operational workflow adjustments, and resource allocation based on data and customer evidence.
Key responsibilities:
- End-to-End Diagnostics: Audit the complete guest journey from physical dine-in elements (lighting, temperature, acoustics, spatial layout, aesthetics etc.) to service delivery touchpoints.
- Root-Cause Problem Solving: Apply structured, first-principles engineering logic to break down qualitative customer friction points into measurable metrics and concrete project interventions.
- Pilot Design & Execution: Convert strategic directives into clear project briefs featuring milestones, owner dependencies, budget, risk reviews, and decision gates. Run live store pilots to validate hypothesis-driven fixes.
- Cross-Functional Project Management: Orchestrate execution across Operations, Retail Design, Projects and Marketing without disrupting core daily caf operations.
- Measurement & Standardization: Define baseline metrics before intervention and track post-rollout performance. Develop scalable Playbooks and SOPs for business-wide deployment.
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