Delivery Lead

Company Overview

Sterling Restaurants W.L.L., part of the Almuftah Group, has been a key player in Qatar's dining sector since 1977, offering a rich range of brands from fast-food outlets like Pizza Hut and Sterling Fast Food to upscale dining venues such as Caravan Bukhara and Asiana. The company is dedicated to exceptional food quality and excellent customer service, adapting dynamically to market trends and evolving consumer tastes across multiple segments.

Role Summary

The Delivery Lead will spearhead the commercial success and operational efficiency of the delivery service for 11 current brands and upcoming additions. The position involves managing delivery platforms, call center operations, sales targets, promotional campaigns, delivery KPIs, profitability, and ensuring seamless cross-departmental coordination.

Key Duties

• Accountable for delivery sales across all Sterling brands and digital platforms, aiming for budget adherence and growth.
• Develop and maintain partnerships with delivery aggregators, handling negotiations on commissions, promotions, visibility, and operational metrics.
• Design and execute promotional schedules, with ongoing tracking of sales impact, ROI, food costs, and profitability.
• Analyze sales data daily, weekly, and monthly, including order volumes, average order value, channel distribution, and brand results.
• Monitor operational KPIs such as preparation and delivery times, cancellations, store availability, and customer satisfaction.
• Lead call center operations focused on delivery orders, maintaining standards for response time, service quality, order accuracy, and customer conversion.
• Assess call center efficacy including staff productivity, call abandonment rates, complaints, and initiate remediation as needed.
• Facilitate coordination between call center, restaurants, delivery fleet, and departments to resolve service issues promptly.
• Partner with restaurant teams to pinpoint and address performance shortcomings.
• Oversee management of the delivery fleet and third-party logistics to ensure capacity, efficiency, and service standards.
• Ensure accurate deployment of menus, pricing, promotions, availability, and new offerings across all delivery channels.
• Monitor and manage financial elements such as commissions, discounts, marketing spend, settlements, and other delivery-related expenses.
• Conduct market and competitor analysis focusing on pricing strategies, promotions, delivery reach, fees, and platform rankings.
• Compile reports, forecasts, business reviews, and strategic recommendations for senior leadership.
• Collaborate closely with Operations, Finance, Marketing, IT, Supply Chain, Call Center and external partners for aligned execution.

Candidate Profile

• Bachelor's degree in Business, Marketing, Hospitality, Operations, Finance, or related disciplines.
• Between 3 to 5 years of professional experience in food delivery, e-commerce, quick-service restaurants, restaurant management, digital sales, commercial leadership, or call center operations.
• Proven exposure to working with food delivery aggregator platforms is highly preferred.
• Experience in managing or liaising with call center or customer service teams is advantageous.
• Strong commercial acumen, analytical mindset, and negotiation capabilities.
• Comprehensive understanding of sales metrics, profit and loss management, commissions, discounts, promotional ROI, and delivery economics.
• Proficiency with advanced Excel functions; familiarity with Power BI or comparable analytics tools is a plus.
• Excellent communication skills with proven ability to manage multiple stakeholders.
• Capable of multitasking across multiple brands, partners, and initiatives concurrently.
• Demonstrates ownership, problem-solving aptitude, and thrives in a fast-moving environment.

Preferred Attributes

The ideal candidate is commercially oriented and analytically driven, able to independently control the end-to-end delivery ecosystem including aggregators, call centers, fleet, restaurant interactions, and digital channels, focusing strongly on growth, profitability, operational efficiency, and superior customer experience.