Experience

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  Third Wave Coffee

  • Bengaluru, Karnataka, India

  • Vice President Operations Excellence

    • Mar 2023 - Present
    • Bengaluru, Karnataka, India

    Lead the strategic planning, analysis and initiatives aimed at enhancing the brand's operational capability, efficiency, and profitability. Collaborate closely with field operations and various departments to spearhead improvements impacting revenue (SSG) and profitability. EBIDTA improvementDesigned & implemented the manpower model to reduce the manpower cost by 250 bpsOptimization of housekeeping and valet cost to save 90 bps Menu reengineering to optimise ingredient usage, reduce wastage. Potential 200 bps reduction.Overall EBIDTA impact of these projects are 5.4% of sales.Tech initiativesKey member of the new POS and ERP launch across the organisationIntroduced live dashboard for all customer reviews from all channels (HD, dine in, App, Google, NPS, Mystery shopper scores etc)Launched the ticketing management, internal audit and checklist system to ensure best support to the front end teamsPilot of instore camera monitoring tech to measure demographics, service standards, pilferage, heat map etcCustomer Experience:Started brand NPS measurement to get cafe wise trends, Introduced single measurability index of negative + neutral ratings per 1000 orders - reduced negative and neutral ratings by 25% over 5 monthsCreated a consolidated one view for all channels for cafes to view and act upon. Drove a customer experience wave starting with a Customer experience workshop using design thinking principles followed by store level training programs to improve every touchpoint.Operational EfficiencyPerformance measuring dashboards for the operations team to constantly monitor bottom performing cafes across multiple matricesProjects to reduce steps by relooking at store layouts and designsWork with NPD to reduce complexity of beverage and food preparation and standardising recipe stepsDrive measurability around all new initiatives to ensure all functions are able to drive key KPI’s.

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  Delivery Hero

  • Germany
  • Technology, Information and Internet
  • 700 & Above Employee

  • Senior Director APAC - Kitchens and Virtual Brands

    • Jan 2022 - Oct 2022

    • Established the vertical from ground up to operate cloud kitchens and develop virtual brands to augment supply and choices for customers while creating exclusive content for the foodpanda platform• Data driven decision making to launch and execute brands across countries• Drive a fast growing vertical expansion into 7 countries. Kitchens in 7 countries and 1500+ internet restaurants.• Complete P&L responsibility across kitchens and concepts• Curate and launch new food concepts/brands to operate and franchise in the region• Established supply chain capabilities across countries to support the virtual brands in a capex free business model• Key deliverables are profitability, scale, new business models

  • Regional Director APAC - Kitchens and Brands

    • Nov 2019 - Dec 2021

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  Rebel Foods (Formerly Faasos)

  • Mumbai, Maharashtra, India

  • Senior Vice President Operations

    • Mar 2019 - Oct 2019
    • Mumbai, Maharashtra, India

    • Leading Operations, Training, Maintenance and Process Excellence across brands• Complete P&L responsibility across brands• Standardize process, improve consistency, reduce skill dependencies across operations• Drive Customer engagement and delight across service parameters• Deliver on Operations KPI’s of Product, Service, Safety, Security and Image

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  Jubilant FoodWorks Ltd.

  • India
  • Food & Beverages
  • 700 & Above Employee

  • Vice President Operations

    • Jan 2018 - Mar 2019

    • Business head for Domino's Pizza South India with complete PnL resposibility of 300+ restaurants• Responsible for new business development and expanding geographies • Head the cross functional team of Operations, HR, Customer Services, Training, Quality, Projects, Maintenance, Marketing and Corporate Affairs. • Responsible for the career development of the team of 4500+ people in the region • Drive Customer engagement and delight across service parameters • Identify and embrace new technological advancements to bring efficiencies and future proof the business • Identify unconventional business opportunities

  • Vice President - Head of Training, CX and International Business

    • Feb 2016 - Dec 2017

    • Manage the operational and functional training for Domino’s Pizza India of 1100+ restaurants and 22 restaurants in Sri Lanka covering approximately 26000+ team members• Lead the JV launch for Jubilant's foray into Bangladesh leading to launch the market• Manage and measure all voice of customer through feedback, concerns and appreciations across multi channels for brand Domino’s and Dunkin Donuts.• Align with the key strategic focus of the organization and draw training plans to ensure learning, development and compliance at the execution level.• Partner with Marketing and New product development teams to launch new products across all restaurants.• Create content to develop training programs and processes. • Use of latest technology to run programs and monitor their effectiveness. Launched LMS to optimize reach and reduce costs• Constantly look at technological developments in the training and customer experience space. Use every possible development to improve the brand experience and create seamless modes for customers to interact and provide feedback to the brand

  • AVP-International Business and Institutional Sales

    • Jan 2013 - Jan 2016

    Manage the International portfolio and future expansions of Domino's Pizza for Jubilant Foodwork's India Ltd. The portfolio under international business includes managing Sri Lanka Market and pursuing future expansion into Bangladesh. In the India profile manage institutional sales and manage the direct sales team pan IndiaBusiness Head for Sri Lanka responsible for the overall business with accountability for the Sales, Budgets, Profit and Loss, Market development, New restaurant opening, Marketing and compliance.In the India vertical responsible for all revenue generated outside the restaurants of Domino's Pizza. Responsible for events, gift voucher sales, corporate sales, institutional sales, bulk orders, alternate formats and innovation led projects.Led and launched innovation driven projects like -1. Domino's on the Go - A express format of 250 sqft to churn out pizzas in 3 mins for high footfall lcoations2. Domino's Pizza on Trains - Pioneered the project to deliver Pizzas on Indian Railways in a first in the industry alliance with IRCTC.3. Alternate formats - To increase the reach of Domino's Pizza to every possible touch points via kiosks . Tied up with multiplex chains, hyper markets, malls etc to generate additional sales points

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  Global Franchise Architects

  • Bangalore

  • Business Head South

    • Aug 2010 - Jan 2013
    • Bangalore

    GFA is a Geneva, Switzerland based group that builds, operates and franchises a select portfolio of leading edge specialty food service brands. Its current portfolio has 7 different food concepts of which 4 namely, Pizza corner, Coffee World, Cream & Fudge and Donut Baker operate in India. • Responsible for the Operations for the South which constitutes 88 outlets across 4 brands.• Responsible for the Sales and Profitability of the Brands• Responsible for additional support Departments like Marketing, Maintenance and Centralized Call Center• Responsible for Franchise Outlet performance and Franchise support to ensure every franchisee is profitable

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  BDC Holdings

  • Project Manager-Hospitality Division

    • Jan 2007 - Jul 2010

    Set up a new Hospitality Division for the company. Source new concepts, do a feasibility and viability study. Negotiate terms and conditions. Set up new business from sourcing real estate to staffing, equipment to supplies, Marketing to menu design. Key result areas are Business development, Business Setup, Liasoning, Projects and Operations.Set up and operate a 100 seater coffee shop in the Dubai MallOperate F&B counters across entertainment venues

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  Surabhi Ent - Shell Fuel Station Retailer

  • Proprietor

    • 2005 - 2006

    Entrepreneur of a Proprietorship firm, Surabhi Enterprises on a principle to principle agreement with Shell India Marketing Pvt Ltd to operate the Old Madras Road and the Mysore Road retail Petrol Stations.The firm employs 80 employees to deliver the best service standards to the customers.

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  Hindustan Lever Limited

  • Area Franchisee Executive-Ayush

    • 2004 - 2005

    Responsible for Expansion of Franchised Ayush Centers across South India. Manage Existing outlets and co-ordination between the Franchisees and Hindustan Lever. Responsible for Marketing Promotions, Training manpower and individual profitability of centers.

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  Dominos Pizza India Ltd

  • Mumbai, Maharashtra, India

  • Operations Manager

    • Aug 1997 - Mar 2004
    • Mumbai, Maharashtra, India

    Last assignment to turnaround and manage operations for ChennaiVarious assignments in Domino's Mumbai in Store operations, Training and Area management