Outlet Manager

Role Purpose The Outlet Manager is accountable for the overall commercial, operational and people performance of the business. This is a hands-on leadership role suited to an operator who is comfortable working in a high-volume, fast-moving environment and who can translate business standards into disciplined daily execution. The successful candidate will own the P&L;, drive sales and profitability, maintain strong inventory and supply-chain controls, build a high-performing frontline team, and ensure consistently excellent customer experience, food quality, safety and compliance. Key Responsibilities P&L and Commercial Management • Take full ownership of business P&L; performance, including revenue, gross profit, labour cost, operating expenses and EBITDA targets. • Prepare budgets, forecasts, weekly performance reviews and monthly management commentary; identify variances and implement corrective action. • Drive same-store sales, transaction volume, average spend, product mix, upselling and promotional performance. • Use operational and financial data to make fast, commercially sound decisions and improve unit economics. Operations & Execution • Lead day-to-day operations across all service periods and ensure consistent execution of operating standards, recipes, service procedures and opening/closing controls. • Establish a strong operating rhythm using daily briefings, checklists, audits, shift reviews and KPI dashboards. • Maintain speed of service, order accuracy, product quality, cleanliness and customer satisfaction during peak periods. • Be highly visible on the floor and able to step into operational issues when required. Inventory, Procurement & Supply Chain • Own inventory accuracy, stock availability, ordering, receiving, storage, transfers, wastage and stock-count controls. • Set and monitor par levels, reorder points, safety stock and stock-turn targets while reducing overstocking and stock-outs. • Monitor food cost, yield, portion control, shrinkage and wastage; investigate material variances promptly. • Coordinate with suppliers, central kitchen/logistics partners and internal stakeholders to maintain reliable and cost-effective supply. • Plan for seasonal demand, promotions, new product launches and supply disruptions. People Leadership & Workforce Management • Recruit, onboard, train, coach and retain a high-performing operations team. • Set clear standards for attendance, productivity, customer service, hygiene, grooming and workplace conduct. • Prepare manpower plans and rosters aligned to forecast demand while controlling labour cost and overtime. • Develop supervisors and managers through structured coaching, performance reviews and succession planning. • Build a culture of accountability, urgency, teamwork and continuous improvement. Customer Experience & Brand Standards • Ensure every customer interaction reflects professional, warm and efficient service. • Handle escalated customer feedback and service recovery promptly and constructively. • Maintain high standards of professional presentation, personal grooming and communication across the team. • Ensure visual merchandising, signage, packaging and customer-facing areas are maintained to prescribed standards. Compliance, Food Safety & Risk • Ensure compliance with applicable Singapore employment, food safety, hygiene, workplace safety and licensing requirements. • Maintain accurate operational records, training records, incident reports and required checklists. • Implement controls for cash handling, POS transactions, refunds, discounts, complimentary items and loss prevention. • Escalate material operational, safety, people or compliance risks promptly. Growth & Continuous Improvement • Identify opportunities to improve workflows, equipment utilisation, labour productivity, service speed and customer throughput. • Support new outlet openings, launches, menu changes and operational projects where required. • Benchmark performance against comparable quick-service, food retail and franchise operations and introduce practical improvements. Candidate Profile • Demonstrated management experience in a fast-paced, high-volume operating environment such as quick-service restaurants, fast food, food kiosks, food retail, chain restaurants or franchise operations. • Strong track record of managing a P&L; and improving sales, gross margin, labour productivity and controllable operating costs. • Hands-on experience in inventory management, food cost control, procurement coordination and supply-chain planning. • Strong operational discipline with the ability to enforce standards consistently while maintaining team engagement. • Comfortable working with numbers, dashboards, budgets, forecasts and operating KPIs. • Strong people leadership, coaching, conflict-resolution and performance-management capability. • Customer-focused, commercially minded and able to make decisions quickly under pressure. • Professional presentation and grooming appropriate for a customer-facing leadership role, with strong verbal and written communication skills. • High level of ownership, integrity, reliability and attention to detail. • Adaptable and willing to work operational hours as reasonably required by the business, including peak trading periods.