Business Analyst - Lead

Key Responsibilities

1. Backend Operations & Infrastructure

- Build, manage and streamline the backend operational structure across business functions.
- Oversee POS systems, inventory management, catalogue/menu management and menu engineering.
- Ensure menu hygiene, pricing accuracy and seamless integration of online delivery revenue channels.
- Manage onboarding and operational integration of third-party delivery platforms and POS systems.
- Oversee customer-facing backend platforms, including LED management, Google Business Profiles and payment solutions.

2. Business Intelligence & Sales Analytics

- Own sales analytics, MIS and Business Intelligence reporting across the organisation.
- Track and analyse key business metrics, including revenue, order volumes and target achievement.
- Monitor menu performance, including pricing, discounting, attachment rates, Average Order Value (AOV) and item contribution.
- Track application performance, customer funnels, conversion metrics and customer retention.
- Develop dashboards and reporting mechanisms to provide actionable business insights.
- Identify revenue opportunities and recommend strategies to improve business performance.

3. Inventory & Operational Analytics

- Monitor inventory audit variances and ensure inventory data accuracy and hygiene.
- Track item discontinuation and product availability across outlets.
- Monitor operational metrics, including KPT/MFR, out-of-stock instances and operational compliance.
- Identify recurring operational gaps and coordinate corrective actions with relevant teams.
- Ensure accurate reporting and visibility of operational performance.

4. Cost Management & Revenue Optimisation

- Monitor Cost of Goods Sold (COGS) and contribution margins.
- Analyse pricing structures, discounting and profitability across menu categories.
- Establish and monitor pricing guardrails to ensure sustainable business margins.
- Identify cost optimisation opportunities and revenue improvement levers.
- Work closely with Finance and Supply Chain teams to improve cost visibility and profitability.

5. Customer Analytics & Experience Management

- Monitor customer-related metrics, including complaints, NPS and customer feedback.
- Track customer engagement, retention and funnel performance.
- Oversee backend customer management systems and Google Business Profiles.
- Coordinate with relevant teams to improve customer experience and resolve recurring issues.

6. Stakeholder Management & Process Implementation

- Collaborate with Supply Chain, Procurement & Supply Chain Management (PSCM), Finance, Marketing, Product, Online Business and IT teams.
- Drive cross-functional implementation of backend processes and operational improvements.
- Coordinate with stakeholders to ensure seamless integration of systems, processes and reporting structures.
- Identify process gaps and drive standardisation across business functions.

Key Result Areas (KRAs)

- Seamless functioning and integration of backend operational systems.
- Accuracy and reliability of sales, inventory and business reporting.
- Improved visibility into revenue, menu performance and customer metrics.
- Effective inventory hygiene and reduction of audit variances.
- Improved COGS visibility, contribution margins and pricing discipline.
- Timely identification of operational gaps and out-of-stock instances.
- Successful implementation of cross-functional processes and system integrations.

## Skills & Competencies
Technical Skills
- Advanced Excel proficiency is essential.
- Working knowledge of SQL and Python.
- Experience with Business Intelligence and dashboarding tools.
- Understanding of cloud-based automation and reporting systems.
- Strong data analysis, visualisation and reporting capabilities.
Functional Skills
- Strong understanding of backend business operations.
- Knowledge of supply chain, inventory management and revenue drivers.
- Understanding of POS systems, menu engineering and online delivery integrations.
- Ability to analyse business performance and translate data into actionable insights.
- Strong process management and problem-solving capabilities.
Stakeholder Management
- Excellent communication and coordination skills.
- Ability to work across multiple business functions.
- Strong ownership of process implementation and operational execution.
- Ability to manage multiple priorities in a fast-paced business environment.

Preferred Experience & Qualifications

- Bachelor's degree in Business Administration, Finance, Operations, Analytics or a related field.
- Prior experience in Business Operations, Business Analytics, Revenue Management or Backend Operations.
- Experience in QSR, F&B, retail, e-commerce or multi-outlet businesses would be preferred.
- Hands-on experience managing POS, inventory, sales reporting and BI systems.
- Experience working with cross-functional teams to implement business processes and technology solutions.

Tools & Software

- Advanced MS Excel
- SQL
- Python
- Business Intelligence / Dashboarding Tools
- Cloud Automation Platforms
Role Expectation: The individual will own the backend business operations and analytics function, ensuring data accuracy, operational efficiency, revenue visibility and effective cross-functional execution as abcoffee scales its Pan-India presence.