Head of Restaurant Excellence

About the role

The Head of Restaurant Excellence will define and drive operational strategies for KFC Africa, focusing on customer experience, digitisation of restaurant operations and innovative solutions to fuel growth. You will work closely with cross‑functional teams, franchisees and senior stakeholders to ensure operational success across the region.

Key responsibilities

• Define and lead the Customer Experience strategy, targeting 90%+ satisfaction across all channels.
• Own the guest recovery and complaints management framework to protect brand reputation.
• Drive digitisation of SOPs, workflows and in‑restaurant systems, and oversee adoption of digital tools across equity and franchise markets.
• Provide final operational sign‑off for digital initiatives, balancing experience and cost.
• Operationalise the marketing calendar to ensure promotions are simple, executable and scalable.
• Enforce operational guardrails to achieve consistent, high‑quality restaurant performance.
• Lead testing, validation and scaling of new restaurant tools and technologies.
• Manage and develop a high‑performing REX team, fostering continuous learning and innovation.

Required profile

• 6‑8 years of experience in Digital Operations within QSR, retail or manufacturing.
• Bachelor’s degree in Business, Technology, Engineering or related field.
• 5+ years of senior‑level operations experience, preferably in QSR, food manufacturing or retail.
• Proven ability to influence, collaborate and communicate with cross‑functional teams.
• Strong analytical and strategic thinking with risk mitigation capability.

Required skills

• PowerBI
• Microsoft Word
• Microsoft PowerPoint
• Microsoft Excel
• Microsoft Outlook