Retail Operational Excellence Manager at Puma Energy

Main Purpose:

Design and lead the development of the global operational processes that underpin the Retail operating model (MOSO) and the retail strategy, working in collaboration with key stakeholders – regional leads and market leads – to reach a best in class site execution of the cost-volume-profit and maximize the retail revenues of Puma through the selection and the optimization of the retail method of site operation in each market and also to develop the optimal attributes for each MOSO, in particular the franchise model

Knowledge Skills and Abilities, Key Responsibilities:

• Supervises all initiatives related to retail site operations and retail operating models globally and also support the implementation of the MOSO strategy in each market and measures success

• Develops an attractive Dealer/Franchise Value Proposition and the related supporting franchise tools and proposes options to maximize franchise revenues for Puma in potential new markets by using the franchise model

• Establish the target dealer profile; works with the Regions to assess existing dealers/franchisees against target dealer / franchisee profile, agree any appropriate dealer change plan and execution

• Defines the strategy and tactics to select the most effective MOSO decision and ensure that the right tools, processes and systems are in place to enable the Retail teams in regions/ markets to define and select the most appropriate MOSO

• Develops the global standards and tools to maximize the effectiveness and the potential prize of each model of operation for Puma (rent, operating costs, staffing model) and optimizes each model of operation through attributes (cstore, fuels, operations, contract) in order to grow the sales on site and optimize direct and indirect revenues for Puma

• Develops and ensures deployment of global standards, processes, tools and guidance to create excellence in site operations through e.g. staffing models, operating expense standards, advanced service standards, safe and effective operating procedures.

• Defines and optimizes the Territory Manager role through profiling recruitment, training, assessment, incentives, ongoing training, tools, etc.

• Defines the selection, training and assessment process for dealers / franchisees, site managers and site staff in collaboration with regional and functional stakeholders and partners

• Fosters best in class retail site execution of the cost-volume-profit by using all relevant tools and processes in the best manner and mainly the CRM (other options like mystery shopper, cold eye review, … can be used)

• Develops all essential document, contract, operating manual, platform, training in order to make each MOSO, and in particular the franchise model, the most effective and attractive in each relevant market

• Engages internal stakeholders or external third parties to carry out the franchise value proposition

• Adapts or develops the appropriate contractual models for each MOSO

• Defines the financial elements of each model (royalty, fee) and optimizes revenues for Puma Energy

• Collaborates with stakeholders in the retail COE and the retail organization to define operational standards by type of site (site p/l, operational cost standards, franchisee earning matrix)

• Develops the retail reporting dashboard in collaboration with the Head of Data Analytics and Finance to track performance KPI’s (EBITDA or other) by site to create the Retail performance framework (HSSE, operational standards, service standards and key performance KPI’s- fuels volume, CR sales, Lubes sales)

• KPIs: EBITDA/site, EBITDA/sqm, rents, royalties, C store sales (shared), fuels volumes (shared), OIS contribution; CRM standards & services

Requirements

Qualification:

• Bachelor’s degree in business or marketing, MBA would be an added advantage

Experience:

• 5 to 10 years’ experience in retail or retail operations management or franchise management, preferably in the Retail sector of fuels

• Experience in global organisations operating in Africa or Americas and emerging markets would be an advantage

Skills:

• Excellent interpersonal and communication skills

• Ability to successfully lead a team

• Working proactively and flexibly 

• Analytical and presentation skills

Competencies:

• Good interpersonal and communication skills at all levels

• Proven supervisory & management skills

• Team leadership

• Influencing others

• Business savvy

Key Relationships and Department Overview:

• Internal – Corporate Affairs, Finance, HSE, Compliance, Procurement, Country GM’s and Heads of lines of business

• External – Sustainability Ratings agencies, Non-Governmental Organisations, ESG Investors