Store Operations & Execution

• Ensure smooth, consistent daily operations across all HEYTEA and Bakebe locations
• Maintain brand standards for food quality, service, cleanliness, and safety
• Execute operational initiatives, pilots, and improvement projects assigned by the Operations Manager
• Conduct regular store visits, audits, and follow-ups to ensure execution excellence

Labour, Food Cost & Controls

• Ensure labour schedules are accurate, optimized, and aligned with sales forecasts
• Monitor labour productivity and cost targets across all stores
• Optimize food cost by reducing waste, managing variance, and enforcing inventory controls
• Work closely with store managers to improve cost discipline and accountability

Financial Ownership & Reporting

• Manage and understand store-level P&Ls
• Track performance against budget and operational targets
• Identify risks, inefficiencies, and opportunities for improvement
• Prepare and share weekly operational reports covering:
  • Sales performance
  • Labour and food cost
  • Inventory and stock issues
  • Operational challenges and action plans

Inventory, Shipments & Supply Coordination

• Coordinate shipments and replenishment to prevent out-of-stock situations
• Monitor inventory levels, usage trends, and wastage
• Work with supply chain, commissary, and vendors to ensure timely deliveries
• Flag risks early and implement corrective actions

Hiring & Staffing

• Support hiring for all store-level positions in collaboration with HR and the Operations Manager
• Participate in interviews and selection of store managers and key team members
• Ensure stores are adequately staffed to meet operational and service needs
• Build strong talent pipelines to support growth and reduce turnover

Training & Team Development

• Ensure new hires are properly onboarded and trained according to brand standards
• Support training rollouts for new products, processes, systems, and campaigns
• Coach store managers on performance management, scheduling, and team leadership
• Identify training gaps and work with Training/HR teams to address them

Customer Experience

• Ensure the highest level of customer service and guest satisfaction across all locations
• Address escalated customer issues and ensure root causes are resolved
• Drive a service-first culture with consistent execution at store level

Marketing Execution & Collaboration

• Work closely with the Marketing team to ensure campaigns are executed correctly in-store
• Ensure all marketing initiatives (promotions, launches, activations, signage, offers) are operationally ready and properly implemented
• Provide feedback to Marketing on execution gaps, store realities, and operational constraints
• Proactively suggest enhancements based on customer feedback and in-store insights

Brand & Franchisor Management (HEYTEA)

• Represent HEYTEA in operational meetings with the franchisor
• Ensure compliance with brand standards and franchisor requirements
• Support brand growth by assisting with new store openings, readiness, and handover
• Act as a key operational point of contact between the franchisor and internal teams

Cross-Functional Coordination

• Coordinate with Operations, Marketing, Finance, Training, and Supply Chain teams
• Support new store openings, training initiatives, and process improvements
• Ensure alignment across departments to keep operations running smoothly