Operational Excellence and Quality Manager

**Entité**:***

**Lagardère Travel Retail**

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**Métier**:***

**Autres**

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**Type de contrat**:***

**CDI**

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**Localisation**:***

**Levallois-Perret**

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**Publiée le**:***

**13 novembre 2024**

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**Début du contrat**:***

**Dès que possible**

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Lagardère Travel Retail est l'un des leaders mondiaux du Travel Retail, au service des passagers dans les aéroports, les gares et autres concessions dans 42 pays. L'une des deux divisions du groupe Lagardère, Lagardère Travel Retail répond aux besoins des passagers et des concédants de façon holistique à travers un réseau de plus de 5 000 points de vente Travel Essentials, Duty Free & Fashion et Foodservice. Le groupe s'est engagé à créer des expériences de voyage plus responsables dans le cadre de sa stratégie RSE (P.E.P.S) ainsi qu'à contribuer à la neutralité carbone globale d'ici fin 2023. En 2022, Lagardère Travel Retail a réalisé un chiffre d'affaires de 5.2 milliards d'euros.

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The purpose of the Operational quality pole will be to strengthen Group field standards and tools as well as field support provided to countries, to continuously improve in-store execution in all businesses operated, including:
360° support (first level) for openings and distressed shops
Definition and roll-out of operational standards and quality & audits tools / program (incl. Hygiene & Food Safety)
Boost Impact Of People In Store incl. strengthening training tools and programs for operational teams
Specific projects management such as service protocol and store audits evolution

This position will be a great opportunity to:

- Participate to the creation of a new department and function within the Group, bringing his/her own vision to the Group’s operational standards with big room to play and having a great impact on Group performance
- Be greatly exposed to top management and all countries (42)
- Manage a variety of challenging projects and topics

**MISSIONS**

In this context, the Operational Excellence and quality manager’s responsibilities will be the following, with a major focus and expertise on Foodservice operations:

- Be the entry point for Foodservice operational topics and bring first level 360° support to countries upon request: visit stores to identify points of improvement or solve specific issues - help countries to design and implement actions plans; ensure project management for the follow up and implementation of the action plan. Bring first level solutions; involve and coordinate with the relevant experts (Concept, Offer, Store Design ) for more complex topics
- Ensure project management and bring operational expertise for major opening: participate in project teams/SteerCo as Foodservice expert to ensure operational success of the openings, provide operational support on the field, possibly act as project manager coordinating all retroplanning before and during opening, coordinate opening team and experts.
- Provide operational inputs for tenders: e.g. Business Plans assumptions, staffing, layouts and customer path, equipment / CAPEX estimates, operational quality inputs
- Define and document Group operational standards; manage and enrich quality tools and processes (incl. audit tools, online reviews, Net Promoter Score and customer surveys, etc ), in an efficient and didactic, manner taking into account variety of operations and local organization within the Group
- Train operational teams for the good implementation of operational standards and quality tools / processes
- Provide operational expertise on equipment: prepare list of recommended equipment

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You have a Master in Management or Engineering and ideally you have:

- Minimum 15 years of professional experience in Foodservice Operations preferably in various types of food points of sales: from quick service, coffee shops and bakery, to bars and table service and various types of food; with good understanding of both front and back office
- An international experience and/or Travel Retail experience

You have a good command of project management (organisation, coordination, prioritization, etc.) and Microsoft Office (in particular Excel and PowerPoint). You have analytical skills et you are fluent in English and French (spoken and written).

You have a taste for challenge and are recognised for your flexibility, curiosity, your autonomy and decision-making. You have the capacity to manage various tasks and projects and deliver ambitious results, and good anticipation, organization and priority management skills. You have a strong interest for operations, field and hand-on approach.

You also have synthesis skills (oral and written) and good communication and interpersonal skills.