DELIVERY OPERATIONS COORDINATOR

Duties and Responsibilities

We are seeking a dedicated and proactive Delivery Operations Coordinator to join our team. The Delivery Operations Coordinator will play a pivotal role in overseeing and optimizing the delivery operations for KFC Mauritius. This position involves managing the end-to-end delivery process, ensuring high performance and customer satisfaction. The officer will be responsible for executing strategies related to delivery operations, including rider management, KPI monitoring, financial oversight, and collaboration with service providers and aggregators. The ideal candidate will excel in a dynamic environment, drive operational excellence, and enhance the overall delivery experience for our customers.

• Develop and prepare the Annual Operating Plan for the Delivery Channel, including setting channel targets, budget allocation, and resource management.
• Oversee daily monitoring of key performance indicators (KPIs) for the delivery channel, including customer acquisition, active user metrics, and delivery times (with a focus on deliveries completed within 30 minutes, as per Yum standards.)
• Manage recruitment, salary, and motorbike schemes for delivery riders. Monitor and assess rider performance against
• Monitor the Profit & Loss (P&L) statements for the Delivery Channel to ensure profitability and drive financial performance.
• Collaborate closely with delivery platform service providers to enhance and optimize the delivery experience.
• Address issues highlighted in Customer Callback reports to maintain a customer satisfaction rate of over 80%. As per Yum standards
• Work in conjunction with the Account Area Manager (AM) and Regional Restaurant General Manager (RGM) to ensure the delivery channel is prepared and operationally ready on a daily basis.
• Partner with the Restaurant Training Manager to ensure that drivers are fully trained on Delivery Standard Operating Procedures (SOPs)

Profile

• Bachelor's degree in Business or related field
• Minimum of 2-3 years of experience in channel sales and delivery management
• Proficiency in Microsoft Office with expertise in Excel
• Proficient in Microsoft Office tools and digital marketing software, including, Facebook Ads Manager, TikTok and Instagram.
• Good understanding of customer behaviour
• Ability to work in cross functional team
• Disciplined around financial & operational KPI
• Good analytical mindset
• Strong understanding of consumer behavior and market trends
• Ability to analyze and interpret market data to drive business decision