This role sits at the intersection of guest experience, process design, people enablement, and data driven decision-making. The incumbent will be the company's internal benchmark-setter – defining what 'great' looks like operationally and building the systems to make 'great' the norm, not the exception.

A - STORE STANDARDS & UPKEEP

• Set and enforce Hygiene & Maintenance standards; build an internal audit cadence that identifies gaps before they impact guest experience.

• Lead Visual Merchandising and In-Store Communication standards in partnership with the Marketing team.

• Oversee outlet redesign and infrastructure upgrade projects in collaboration with the Projects and Design team.

B. DIGITAL ENABLEMENT & PROCESS AUTOMATION

• Drive Contact Centre Automation, Digital Checklists, and Dynamic Discounting initiatives as part of the digital enablement roadmap.