International Director Operations and Training EUMEA
Focus Brands Intl.
مجموع سنوات الخبرة :29 years, 0 أشهر
Managed the expansion and development of multiple international brands with a focus on operations and training for over 800 stores in the EUMEA region.
• Strategically planned and executed expansion initiatives for international brands across the EUMEA region.
• Led operational activities to ensure smooth functioning of all stores, including inventory management, quality control, and customer service standards.
• Developed and implemented comprehensive operational and training programs to enhance staff performance and uphold brand standards across all locations.
• Restructured and launched the E-learning platform (LMS) for the region, ensuring up-to-date content and a user-friendly interface.
• Led the Training Department for international division covering the EUMEA region with a focus on enhancing employee performance, Operational excellence and efficiency of the teams.
• Collaborated with cross-functional teams to streamline processes and improve operational efficiency.
• Conducted regular assessments and performance reviews to identify areas for improvement and implement corrective actions as needed.
• Provided ongoing support and guidance to franchisees and their teams to drive business growth and profitability.
• Successfully expanded five brands into 10 new markets, overseeing all aspects of market launches.
• Directed pre-opening support and openings of over 200 stores in the EUMEA region, ensuring seamless operations.
• Managed beverage menu evolution by creating new recipes and revamping existing ones for Seattle's Best Coffee, Carvel, Cinnabon, and Auntie Anne's brands, accompanied by comprehensive training and launch tools.
• Acted as coffee director and consultant, spearheading the creation of coffee programs for international markets across all Focus brands.
• Orchestrated all operations, training, and development activities for brands in the EUMEA region, optimizing efficiency.
• Restructured brand operations manuals, SOPs, and training materials, implementing digital and classic formats for improved accessibility.
• Led regional technical and sales training initiatives, enhancing team capabilities across all markets.
• Cultivated strong relationships with franchisees, providing timely operational and training support to drive business success.
• Co-created and launched the world's first international remote digital auditing system for QSR stores, optimizing operational efficiency.
• Achieved a 24% increase in sales and 12% increase in profits through effective regional management strategies, increased operational excellence level and implementing training programs.
• Implemented guest service strategies to enhance customer satisfaction and loyalty.
This professional experience showcases my comprehensive expertise in the F&B industry, encompassing strategic leadership, operational management, training and development, and brand expansion.
As the Regional Director of Haagen-Dazs brand, Café and Retail Division in the IMEAT and part of Asia region, overseeing both company-owned stores and over 300 franchised outlets, I directed all activities related to Development, Operations, Training, Marketing, and other related business functions.
Key Accomplishments:
• Developed new strategic business development and expansion plans for the IMEAT region, including budgeting and financial planning.
• Redefined brand positioning, market segmentation, and marketing strategies to drive growth and enhance brand awareness.
• Recruited and trained regional franchise managers to support the implementation of expansion plans.
• Revamped franchisee criteria and successfully recruited master and sub-franchisees in 11 new countries.
• Created and implemented new multi-unit and single-unit franchise business models to attract potential franchisees.
• Collaborated with legal teams to update franchise agreements and ensure compliance with regulations.
• Expanded company-owned stores and added over 150 franchised stores to the system.
• Restructured branding strategies for Café and shops division, including store formats, décor, and marketing activities.
• Provided ongoing support to current and new franchisees, orchestrating communication channels.
• Implemented new country mapping strategies and approved new store locations and designs.
• Established a regional training center to retrain employees in current and new markets.
• Introduced new combined ordering methods, resulting in significant cost and time savings in logistics and supply chain management.
• Introduced annual marketing plans and limited-time offers (LTOs), contributing to an 18% increase in sales.
• Approved locally customized events and promotions plans for different markets.
• Implemented third-party QA, food safety, and mystery shopper audits to ensure quality standards.
• Conducted surveys in markets to collect data and analyze customer feedback, informing marketing strategies.
• Restructured the business model in India, leading to a 300% increase in sales.
• Introduced environmentally friendly biodegradable packaging to align with sustainability initiatives.
• Organized the largest regional franchise conference for IMEAT and Asia in Dubai, fostering networking and collaboration among stakeholders.
As Country General Manager, I spearheaded a turnaround initiative for a company with an underdeveloped brand and limited branches, focusing on expansion and profitability. Through strategic rebranding, operational optimization, and talent development, I revitalized the company's image, enhanced operational efficiency, and cultivated a high-performing team, leading to sustainable growth and success in the market.
• Developed and meticulously executed a robust strategic business plan aimed at expanding the brand's footprint and ensuring sustained profitability in a competitive market landscape.
• Spearheaded the recruitment and comprehensive training of a diverse team of over 450 professionals across various operational and support functions, ensuring alignment with organizational goals and standards.
• Instituted a systematic Country Mapping process to meticulously identify and approve new locations, bolstered by the creation of dedicated corporate support functions and a well-defined operational hierarchy to streamline decision-making processes.
• Took charge of managing annual budgets, meticulously overseeing aspects such as sales, P&L, and all associated costs, while implementing cutting-edge local IT systems, standardized operating procedures (SOPs), and robust financial and operational reporting mechanisms.
• Introduced innovative technological solutions including the installation of CCTV cameras, provision of free Wi-Fi, and implementation of digital menus, aimed at enhancing operational efficiency and driving profitability by providing enhanced customer experiences.
• Led the successful completion of corporate PCI certification and skillfully renegotiated credit card provider contracts, resulting in substantial cost savings for the organization.
• Oversaw the comprehensive creation and implementation of impactful marketing activities, including the development of annual marketing plans and execution of promotions and events to drive brand visibility and customer engagement.
• Formulated and executed a strategic brand food strategy, introducing new food and beverage programs that not only contributed to remarkable sales increases but also facilitated significant cost reductions.
• Initiated and successfully implemented the Proudly Brew program, fostering strategic partnerships with key stakeholders such as local airlines, banks, universities, schools, and cinemas, leading to a notable 9% increase in sales.
• Established and administered a highly effective team sales incentive program, resulting in commendable double-digit sales growth and heightened employee motivation.
• Demonstrated adept financial management skills by reducing labor costs by 8%, COGS by 6%, and proficiently managing P&L on both weekly and monthly bases.
• Leveraged strong negotiation skills to secure favorable terms in existing lease agreements, effectively reducing rentals by an impressive 10%, thereby contributing to overall cost optimization and improved profitability.
• Re-created and meticulously re-organized the operational and franchise manuals for the café and retail division, ensuring clarity, consistency, and alignment with evolving industry standards and best practices.
• Oversaw the successful establishment and operationalization of the Central Production Kitchen, a state-of-the-art facility catering to bakery and pastry production needs, implementing stringent quality control measures and optimizing operational efficiency.
• Spearheaded the grand opening of the flagship Café in Riyadh, a pivotal milestone in brand expansion, alongside the launch of four additional retail stores across diverse cities, strategically expanding the brand's presence and market reach.
• Pioneered the creation of a dedicated corporate training center, serving as the epicenter for all training activities spanning across the UAE and KSA regions, facilitating comprehensive employee development initiatives and ensuring consistent adherence to brand standards and procedures.
Managed two companies:
1 SGI Hospitality (Restaurants)
2 SGI Food & Beverage
Sultan Group Hospitality LLC (Restaurants)
Manga Sushi (creator; locally developed brand), Bistro Romain (France) and Leon De Bruxelles (Belgium)
• Reporting to the Board of Directors
• Managed the opening of two franchised restaurant concepts including branding, concept design, tendering, fit out, staff hiring and training
• Created and developed the concept of Manga Sushi from scratch
• Managed the pre-opening and day to day operations of all restaurants across the three concepts
• Implemented home delivery via a third party service provider.
• Created and managed the business plan and related P&L activities of the company
• Managed franchise agreements and relations with franchise partners
• Managed over 186 employees in different positions in head office and operations
• Created and implemented marketing plans and managed the advertising agency's work
• Managed the creation of SOP, HR, purchasing and cash handling procedures and manuals
Sultan Group Food & Beverage LLC, UAE
Managed existing Bomba energy drink brand, acquired and managed following brands; Golden Falcon energy drink, Mugu Mugo juice, My Way coconut water, Zenya green ice-tea, OK canned vegetables and fruit, diabetes rice, Sundeep, Swiss Mountain water and Nauras juice.
Reporting to the Board of Directors
• Managed the company operations, P&L and 42 employees
• Managed suppliers, supply chain and logistics
• Managed inventory and warehouse operations
• Managed sales and collections, marketing and product launching
• Successfully increased sales by more than 400% by introducing new brands and sales techniques
• Significantly increased the geographical coverage by opening new branches in UAE
• Managed contracts with supermarkets, listing fees and shelf rents to assure best profit returns
• Launched a food service department (Horeca) to serve hotels, restaurants and catering groups
Tony Roma’s is an American casual dining restaurant with an elegant décor, international presence and recognition. Menu consists of variety of great food items such as Rips, steaks, seafood, chicken and many others.
Quick Burger is the leading QSR burger chain from France and Belgium with a great menu focusing on fast food
Meals including beef and chicken burgers, variety of sandwiches, salads and desserts
• Reporting to the General Manager
• Had an extensive 10 weeks training in Singapore
• Managed site selection activities, project designs and fit out of five restaurants
• Managed pre-opening activities including hiring and Training of staff
• Managed import, local purchasing, storage and logistics
• Managed marketing and advertising activities
• Implemented home delivery via third party service provider
• Managed day to day operations
• Managed the preparation of budgets and strategic growth
• Managed P&L and cost related processes
• Managed the sale of sub-franchise to a group in KSA including related agreements
• Managed the support of operations, pre-opening and opening of the stores in KSA
Fuddruckers is one of the eldest recognized casual dining concepts of USA, serving a Tex-Mex menu items with specialization in serving freshly home made beef burgers in different size and flavors that are accompanied with a bountiful produce bar that allows you to make your own burger to your liking and taste.
Reporting to the country manager following were key responsibilities and achievements
As restaurant general manager:
• Managed the opening of two restaurant from design stage till opening date
• Managed local hiring and training of staff
• Managed the operations of the restaurant within defined KPI structure
• Manage catering activities of the company in multiple locations
• Created and implemented home delivery via own company drivers and structure
• Managed purchasing, reduced imports costs through assigning of local suppliers
• Managed marketing and product launches activities for all branches in UAE
• Managed training of managers and key teams for newly opened markets
• Participated in set up and pre-opening of many stores and new markets in ME
As franchise consultant:
Arabian food supplies purchased EMA in year 2001 (Fuddruckers Europe, Middle East and Asia) and I was put into the franchise support team with following responsibilities
• Revise and recommend necessary changes to operating and franchise manuals
• Work on training for managers and teams of the sub-franchised regions
• Work on pre-opening of new stores in the GCC and ME region
• Conduct Audit reviews and recommend action plans then follow up to make sure action were taken
• Act as franchise consultant to support current and new franchisees
• Manage new product launch plans and make sure it is implemented and supported by enough marketing activities to make sure it works to max benefits and sales possible
• Manage the complete operation of different restaurants across the city with a specific sales target
• Manage implementations of LSM and marketing and advertising activities in the restaurants
• Has gone through extensive training including Management development program and train the trainer
• Promoted to manage the corporate training store as a training center and trained lot of new service staff, cashiers’ supervisors and managers for all branches
• Managed set up and opening of many stores
• Was awarded the silver standard which is a highly recognized award based on actual competition
• Attended the pizza hut international Champs training and was awarded the champs trophy for extra ordinary efforts and achievement for Sales and mystery shoppers result
• Managed the preparation and implementation of the home delivery Program in Jeddah including Map zoning, door zoning stickers, and related development of current local delivery software
• Participated in development and implementation of current home delivery operations processes and ways to increase delivery sales by additional door zoning stickers and leaflets distribution
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Hotel Management institute in Damascus university is sponsored by ministry of tourism in syria and aims to deliver a high skilled managers to enhance hospitality sector in the country
