Reports to – Zone Director of Operations
Direct Reports – All Restaurant General Managers
Position Summary: The Church’s Market Leader is a dynamic leader who is passionate about
providing our guests a high quality, value oriented dining experience with friendly, quick, accurate service
in a clean and safe environment. The Market Leader is responsible and accountable for all of the
business activities in multiple restaurant locations, specifically to:
Provide a superior and memorable experience for all restaurant guests.
Build a talented restaurant management team focused on solid execution of operational
and food preparation standards.
Achieve sales goals.
Control expenses to budget or better.
Create a culture focused on executing brand standards for cleanliness and service.
Develop future talent to support organizational growth.
The Church’s Market Leader’s direct reports are Restaurant General Managers. The number of direct
reports may vary by market based on total sales volume and geographic location of the restaurant.
I. Primary Job Duties
The position of Market Leader is responsible for the following major duties and tasks:
1. Provides Inspired Leadership
Is a positive advocate for Church’s and inspires market team members to demonstrate, communicate
and live the Church’s vision, mission, purpose and core values.
Fosters an achievement oriented, collaborative environment where managers share information and
best practices and work as a team to achieve business objectives.
Builds positive relationships with direct reports encouraging open, direct dialog and feedback and
appreciation for differences.
Challenges the status quo; utilizes benchmarks to establish market priorities for continuous
improvement and future growth.
2 Creates a World Class Guest Experience
Creates in store service environments that exceed guest expectations with regard to friendly, quick and
accurate service. Builds management team understanding and commitment to guest service standards.
Ensures all guests are provided a “brand right” environment in which to place their orders, receive their
food and dine inside the restaurant.
Manages drive-thru, dine-in, and take-out processes in all restaurants to ensure that speed, accuracy,
cleanliness and food quality standards exceed guest expectations.
Regularly reviews service quality data and metrics focusing efforts on recognizing top performing
restaurants and implementing action plans in below standard locations.
Follows up on all complaints to ensure satisfactory closure. Where necessary, personally handles guest
complaints to successful resolution. Applies the “listen, apologize, satisfy and thank” model to all guest
Serves as a role model for superior guest service behavior to all market team members.
3. Drives Sales
Establishes location performance targets and expectations for guest service, sales, margin
improvement, company standards for labor, food, and safety aligned with Church’s business priorities.
Clearly communicates performance expectations for results, quality with deadlines.
Provides regular, comprehensive business and performance updates to team members; sets and
reviews work priorities and objectives.
Creates a market culture where team members strive for excellence, seek to exceed sales
expectations, and are recognized and rewarded for performance.
Ensures restaurant promotions are executed in a timely manner.
Identifies opportunities to generate sales. Obtains critical facts to support ideas and business
challenges. Shares strategy with Zone Director, seeks feedback and obtains buy in.
Stays current on QSR business trends, market strategies and the competition.
Takes initiative and partners with management team to implement processes, in store activities that
impact the business. Consistently measures the results and makes adjustments as needed.
4. Builds Talented Management Teams
Consistently sources the market for qualified talent and creates bench strength for future openings.
Attends monthly bench/succession planning meetings with Field People Service Manager and ZD.
Actively seeks and hires management team members in accordance with the Church’s selection and
Partners with Field People Service Manager and follows up with Training RGMs to ensure new
st st st
management team members are provided with the Church’s “1 day, 1 Week, 1 Month” orientation
Regularly reviews orientation and training progress of new management team members and existing
Effectively assesses and measures employee skills and developmental needs utilizing performance
data, performance documentation and personal observations.
Provides consistent, specific, measurable performance feedback to all team members. Recognizes and
celebrates results and successes.
Role models or performs hands on operational work as necessary to train new management team
Directs and/or conducts regular training and communication activities with restaurant general managers
and other store level managers and leads.
Provides opportunities for restaurant general managers to master their current position as well as build
skills/prepare for larger volume or multi restaurant responsibilities.
Identifies management team members with potential to become Market Leaders/Zone Directors and
creates development plans to actively build their knowledge and skills.
5. Manages Operational Execution and Expense Control
Manages compliance to labor scheduling guidelines. Provides input, makes recommendations and
reviews with Zone Director any adjustments for peak periods, traffic and sales volume.
Regularly reviews critical operating reports (expense, inventory, etc) as required (daily, weekly, monthly
and quarterly). Identifies opportunities through exception management determining necessary actions
that support achieving budgets.
Ensures all locations comply with reporting requirements in an accurate and timely manner.
Responds efficiently to all E-mail and phone correspondence including correspondence from Zone
Director, other field support and Restaurant Support Staff.
Reviews and reconciles bank deposit discrepancies on a daily basis and investigates discrepancies.
Regularly reviews food cost reports and reacts swiftly to discrepancies.
Has a filing system (paper or PC-based) that is well organized and easy to use. Can easily find
information needed to answer questions and resolve problems.
6. Delivers Exceptional Brand Standards, Cleanliness and Safety
Ensures that all internal and external restaurant areas within the market comply with standard safety
and security practices and are maintained.
Ensures execution of all company preventative maintenance and weekly/period cleaning programs.
Reviews relevant quality data, metrics, and audit results when preparing for location visits, Identifies
areas to review and address prior to visit.
Conducts regularly scheduled restaurant visits with the management team. Evaluates condition of
restaurant dining area, food preparation and storage areas, restrooms, drive through menu board, pick
up window and parking lot and follows up on action plans developed..
Assesses staffing levels, workload, and available resources and recommends actions to be taken to
improve the guest experience and business performance.
Clearly communicates and documents areas that do not meet standards, why it needs to be corrected,
and the necessary action steps. Establishes clear deadline for delivery of results and holds RGM
accountable to ensure improvements are made. Explains consequences if standards are not achieved.
Creates, executes, and monitors action plans for locations below standard on performance metrics.
Is relentless in resolving challenges that impact the guest experience, brand standards, cleanliness and
Reacts quickly to product safety recalls and follows up for 100% compliance in assigned locations.
7. Manages Team Performance
Deals professionally and with urgency concerning performance issues. Clearly documents and
communicates performance gaps and developmental needs.
Partners with RGM in creating a developmental plan consisting of specific actions and processes
required to improve performance. Supports RGM to improve performance while maintaining
Weighs various factors including cost, time, impact on morale, efficiency and the guest experience
when making decisions and determining market priorities.
8. Manages Restaurant Inventory Integrity
Inspects and randomly audits food inventory and compliance to standards on all restaurant visits,
ensures adequate inventory management practices to meet guest demand.
Ensures all regular equipment maintenance is performed and that repairs are made quickly as required.
Ensures that inventory count procedures are followed and that proper record keeping is in place.
Inspects that all procedure on handling food waste and expired product are followed.
9. Performs Other Duties as Assigned
Performs other duties as assigned by the Zone Director of Operations.
II. Technical and Other Skills Required:
1. Knowledge and/or passion of the Restaurant business: This is desirable in order to have credibility in this
position and because the restaurant business has unique features and requirements. Knowledge of the
menu items, preparation requirements, service and order accuracy expectations, sales promotion
approaches and other major restaurant functions are important and must be learned quickly.
2. PC skills. Basic PC skills (use of E-mail, typing skills, etc.) are required upon entry as well as basic skills in
using Word, Excel and Power Point. The internal software system can be learned after hire.
3. Knowledge of and prior exposure to labor cost reporting, operating statements and other business related
reporting is highly desirable. The position requires skills in handling administrative tasks and paperwork,
and prior exposure to these functions is very useful.
4. Integrity: Applicants must pass a background/reference check and have a record clear of past felony
convictions. Market Leaders are responsible for a multimillion dollar business, supervising the management
team and building relationships with valued customers. Prior work references should be checked.
5. Must be eligible to work in the United States.
6. Must own your own vehicle, possess valid driver’s license and provide proof of insurance.
7. Must have a high school diploma or equivalent. Some college, college degree, or industry related training is
Church’s Analysis of Physical Requirements by Position
Major Physical Activities for Market Leader:
Activity Never Rarely Occasionally Frequently Constantly
0 0-1 hrs 1-3 hrs. 3-6 hrs 6+ hrs.
Bending (neck) x
Bending (waist) x
Twisting (neck) x
Twisting (waist) x
Pushing & Pulling x
Reaching (above shoulder level) x
Reaching (below shoulder level) x
Is repetitive use of hand required? x
Simple Grasping (ex. Using tongs to grab x
Power Grasping (ex. applying force to pick x
up a box of merchandise)
Fine Manipulation (ex. operations of x
equipment controls use of computer)
Lifting and Carrying (occasions
Never Rarely Occasionally Frequently Constantly
(less than 1-10 times 10-50 times/day. (50+ times/day)
1 time/day) (under 1 hr) (1-2 hrs.) (2-8 hrs)
2. Other major physical exertion not indicated above:
Market Leaders typically work very long hours (normally 40-50 hours per week, 50-60 hours per week during peak times,
depending on location). Occasional use of a PC is a job requirement.
An accommodation is any modification or adjustment to a job, an employment practice, or work environment which
because of disability is needed to permit you to perform the essential functions of the job for which you are otherwise
qualified to perform.
Can you perform the functions of the job without an accommodation? Yes ___ No ___
If because of a disability an accommodation to the position you are seeking is necessary, you should discuss your request
and suggestions for accommodation with your manager. Your Manager, will consult with People Services, evaluate your
needs in relation to the position responsibilities and job requirements to determine whether a reasonable accommodation
will be made and, if so, what the accommodation will be.
* An associate should get assistance (ex. another person) if lifting/carrying items of 50 lbs.
** Most items lifted are also carried for at least a small distance (e.g. from a supply storage area to a food preparation area)