QSR Manager

Job description

The QSR Manager will oversee the day-to-day operations of Yalelo Zambia’s two fish & chips QSR outlets, food truck, and food stalls. This role ensures operational excellence, execution of strategy, and strong financial performance. The QSR Manager is responsible for staff management, customer experience, sales reporting, and continuous process improvement.

Key Responsibilities

Manage operations across all QSR outlets including East Park, Kabulonga, the food truck, and temporary food stalls.
Monitor and ensure excellent customer service and brand consistency across all locations.
Lead and support QSR teams in meeting daily performance targets.
Develop and implement operational SOPs and customer service standards.
Manage and track sales, cost of goods sold, labour efficiency, and operational budgets.
Work with the Marketing department to roll out promotions and new products.
Prepare and present weekly/monthly performance reports, insights, and recommendations to leadership.
Oversee scheduling, staffing plans, and workforce optimization.
Ensure all outlets comply with health, safety, and regulatory standards.
Monitor competition and industry trends to guide business decisions.
Support expansion of QSR operations through new site assessments and rollout planning.

Functional Competencies

Operations Management: Ability to oversee and streamline QSR and food truck operations across multiple sites.
People Management: Experience leading and motivating diverse teams, managing rosters, and driving performance.
Customer Service Excellence: Strong focus on delivering a consistent, high-quality customer experience.
Inventory & Cost Control: Knowledge of stock management, loss prevention, and controlling food and labour costs.
Sales & Reporting: Skilled in daily, weekly, and monthly performance tracking, reporting, and data-driven decision-making.
Compliance Oversight: Understanding of food safety, health regulations, and operational SOP enforcement.
Process Improvement: Ability to identify inefficiencies and implement practical solutions to enhance service delivery.
Vendor Coordination: Comfortable working with suppliers, delivery teams, and logistics partners.

Personal Characteristics

Results-Driven: Motivated by achieving sales, cost, and customer satisfaction targets.
Resilient & Adaptable: Thrives in fast-paced, changing environments and handles pressure well.
Detail-Oriented: Consistently monitors quality, cleanliness, and operational standards.
Strong Communicator: Can clearly communicate expectations, feedback, and strategies to team members and leadership.
Team Player: Works collaboratively across departments (culinary, marketing, supply chain).
Customer-Centric: Always focused on delivering excellent service and resolving issues effectively.
Initiative-Taker: Proactively identifies opportunities and challenges; doesn’t wait to be told what to do.

Qualifications

Education:

Bachelor’s degree in Business Administration, Hospitality Management, Retail Management, or related field.

Experience

Minimum 5 years of experience in restaurant, QSR, or food retail operations.
Demonstrated success managing multiple outlets or high-volume locations.
Prior experience in launching or scaling QSRs is a strong advantage.

Must have skills

Proficiency in point-of-sale (POS) systems and restaurant management software.
Basic financial literacy – understanding profit margins, budgeting, and forecasting.