Coffee Business Manager (Internal)

Job Summary

The Coffee Business Manager is responsible for the overall growth, profitability, and performance of the company's coffee business across the retail network.

The role owns the coffee business strategy, operating model, franchise growth, product portfolio, supplier partnerships, commercial performance, and customer proposition. Working closely with Retail Sales & Operations, Marketing & Loyalty, Network Development, and other stakeholders, the role develops and executes initiatives that strengthen Coffee Plus brand as a leading coffee destination, drive customer traffic, and contribute to the company's non-fuel retail growth ambitions.

Key Accountabilities

• Coffee business strategy and growth

• Category P&L and commercial performance

• Franchise and operating model management

• Network expansion and site deployment

• Product portfolio and innovation

• Pricing and profitability management

• Supplier and partner management

• Customer experience and brand standards

• Marketing and promotional planning

• Governance, risk, and compliance

Key Responsibilities

Strategy & Planning

• Develop and execute the coffee business strategy aligned with the company's non-fuel retail growth objectives and long-term business plans.

• Establish annual business plans, growth initiatives, performance targets, and investment priorities for the coffee business.

• Monitor market trends, customer needs, competitive activity, and emerging opportunities to maintain a competitive and differentiated coffee proposition.

• Identify opportunities to enhance customer experience, increase traffic, and improve commercial performance across the retail network.

Business Performance & P&L Management

• Own the commercial performance of the coffee business, including revenue, profitability, sales growth, transaction growth, and key business performance indicators.

• Monitor financial performance and identify opportunities to improve margins, productivity, and overall business results.

• Develop business cases and recommendations for investments, network expansion, equipment upgrades, new concepts, and growth initiatives.

• Track performance at network, site, and product levels and implement improvement plans where required

Franchise & Operating Model Management

• Develop, maintain, and continuously improve the Coffee Plus operating model to ensure scalability, consistency, customer satisfaction, and profitability.

• Lead franchise program development, franchisee engagement, and business growth initiatives.

• Define and maintain coffee operating standards, product quality standards, customer service expectations, and brand requirements.

• Monitor franchise and site performance and develop improvement plans to strengthen operational and commercial results.

• Support training requirements and operational capability development to ensure consistent execution across the network

Product Portfolio & Innovation

• Develop and manage the coffee product portfolio, ensuring relevance, competitiveness, and alignment with customer preferences.

• Lead the introduction of new products, seasonal offerings, menu enhancements, and category innovations.

• Evaluate portfolio performance and recommend product additions, improvements, or rationalization.

• Ensure a compelling customer proposition that supports both growth and profitability objectives.

Supplier & Partner Management

• Develop and maintain relationships with suppliers, manufacturers, distributors, and other category partners.

• Lead commercial discussions and contract negotiations with suppliers and service providers.

• Monitor supplier performance to ensure compliance with quality, service, and commercial requirements.

• Identify opportunities to improve product quality, supply reliability, customer experience, and commercial outcomes.

Pricing & Promotional Strategy

• Develop pricing strategies and recommendations that balance customer value, competitiveness, and profitability.

• Evaluate promotional effectiveness and recommend initiatives to drive sales, customer acquisition, and customer retention.

• Partner with the Marketing & Loyalty team to develop and execute customer-facing campaigns, loyalty offers, seasonal promotions, and brand activations.

• Ensure promotional activities align with category objectives and financial targets.

Network Expansion & Growth

• Develop and execute the Coffee Plus expansion strategy in alignment with retail network growth plans.

• Evaluate new site opportunities, formats, concepts, and investment priorities.

• Partner with Retail Operations, Network Development, and other stakeholders to assess site suitability and deployment opportunities.

• Support new site openings, franchise expansion, concept rollouts, and business growth initiatives.

Customer Experience & Brand Standards

• Define and maintain customer experience standards across all Coffee Plus locations.

• Ensure consistent execution of product quality, service, visual presentation, and brand standards.

• Partner with Retail Operations to address execution gaps and continuously improve the customer experience.

• Monitor customer feedback and market insights to identify opportunities for improvement and innovation.

Stakeholder Management

• Collaborate with Marketing & Loyalty to develop campaigns, customer engagement initiatives, loyalty offers, and promotions that support coffee business growth.

• Partner with Retail Operations to ensure effective implementation of coffee standards and operating procedures.

• Work closely with Finance, Procurement, Network Development, and other stakeholders to achieve business objectives.

• Build effective relationships with franchisees, suppliers, partners, retailers, and other key stakeholders.

Governance, Risk & Compliance

• Ensure all coffee business activities comply with company policies, food safety requirements, contractual obligations, quality standards, and applicable regulations.

• Monitor risks relating to suppliers, product quality, customer experience, franchise performance, and commercial performance.

• Maintain appropriate documentation, approvals, contracts, and performance records.

• Support HSSE and operational excellence requirements relating to the coffee business.

Decision Making Authority

• Develop and execute approved coffee business strategies, annual operating plans, and growth initiatives.

• Approve product portfolio, menu, and category assortment changes within delegated authority limits.

• Manage supplier relationships, franchise partnerships, and commercial agreements within delegated authority limits.

• Recommend pricing strategies, promotional initiatives, network expansion opportunities, and business investments.

• Approve coffee business activities and operational initiatives within delegated authority limits.

• Escalate significant investment, contractual, operational, or strategic matters through established governance channels.
  

Required Qualifications

• Bachelor's degree in Business, Marketing, Hospitality, Retail Management, Food Service, Commerce, or a related field.

• Minimum 5 years of experience in category management, food service, hospitality, retail, franchise management, FMCG, or commercial business leadership roles.

• Demonstrated experience managing business performance, profitability, supplier relationships, and growth initiatives.

• Strong commercial acumen with experience in pricing, business case development, and financial performance management.

• Strong commercial mindset with the ability to balance growth, profitability, and customer experience objectives.

• Experience developing and growing consumer-facing brands, retail concepts, or food service businesses.

• Strong analytical, problem-solving, and decision-making skills.

• Customer-focused mindset with a good understanding of consumer behavior, market trends, and competitive dynamics.

• Strong stakeholder management, influencing, and negotiation capabilities.

• Experience managing suppliers, contracts, and commercial partnerships.

• Ability to translate strategic objectives into executable business plans.

• Excellent communication and presentation skills, both verbal and written.

• Experience within retail fuel, convenience retail, hospitality, QSR, coffee, or FMCG sectors is advantageous.

Preferred Qualifications

• Experience in coffee, QSR, convenience retail, food service, hospitality, or multi-site retail operations.

• Experience managing franchise or branded retail concepts.
• Professional qualifications or certifications in Retail Management, Category Management, Hospitality Management, Commercial Management, or related disciplines

Working Conditions

• Business Ownership: Outcome-driven role accountable for coffee business growth, profitability, customer experience, and overall commercial performance.

• Travel & Site Presence: Regular travel to retail sites is required to support business performance reviews, franchise development, operational assessments, new site openings, and growth initiatives.

• Cross-Functional Collaboration: Frequent engagement with Retail Operations, Marketing & Loyalty, Network Development, Finance, Procurement, suppliers, franchisees, and other stakeholders.

• Supplier & Franchise Engagement: Regular interaction with suppliers, franchisees, service providers, and commercial partners.

• Weekend & Operational Support: Occasional flexibility may be required during business launches, network expansion activities, promotional campaigns, and business-critical initiatives.

• Safety & Compliance: All activities must comply with company HSSE policies, food safety requirements, site safety standards, and applicable regulatory obligations.

FOR INTERNAL APPLICANTS

Eligibility

1. Internal applicants must have completed at least one (1) year of continuous service in their current role. 
2. Must be an active employee with no pending resignations or movements
3. Has achieved a performance rating of Meets Expectations in the most recent performance evaluation cycle, where applicable.
4. Must not have been under a Performance Improvement Plan (PIP) in the past 12 months.
5. Must not have received a final disciplinary sanction within the twelve (12) months preceding the application.
6. Must successfully complete the prescribed recruitment and selection process for the position.
7. For this role, only local applicants are eligible.

Requirements

• Letter of intent to transfer
• Endorsement from line manager
• Approval from releasing Function head
• Approval from receiving Function head (if selected)

Please submit all your requirements by clicking Apply.

Application Due Date: November 18, 2026