Head of Performance

Job Title

Head of Performance

Role Overview

As the Head of Performance, you will be responsible for driving the adoption and sustained growth of Qlub solutions across partnered restaurants. This role requires a strategic thinker with strong operational execution skills to ensure adoption, retention, and GMV targets are achieved. You will serve as the bridge between Qlub’s product, restaurant management, and frontline staff—ensuring seamless implementation, continuous engagement, and performance optimization.

Key Responsibilities

Adoption & Growth Management

• Own and drive restaurant adoption KPIs, ensuring steady GMV growth across the portfolio.
• Implement adoption strategies such as staff training, incentive programs, and customer engagement initiatives.
• Identify underperforming restaurants and execute recovery plans to reactivate them quickly.
• Monitor daily, weekly, and monthly adoption reports; analyze trends and take proactive action.
  
  

Restaurant & Waiter Engagement

• Build strong relationships with restaurant managers and staff to position Qlub as a value-added solution.
• Organize on-site visits and regular check-ins to strengthen partnerships.
• Lead waiter engagement programs (competitions, reward schemes, motivational sessions) to boost usage.
• Act as a trusted advisor to restaurant teams, highlighting the benefits of cashback, discounts, and digital adoption.
  
  

Performance Monitoring & Reporting

• Develop and maintain dashboards and performance reports (e.g., Power BI) to track adoption, retention, and GMV.
• Provide weekly/monthly performance updates to management with clear insights and recommended actions.
• Ensure data-driven decision-making by analyzing adoption trends, identifying bottlenecks, and proposing solutions.
  
  

Cross-Functional Collaboration

• Work closely with Tech Ops & SRE to resolve system issues impacting adoption.
• Partner with Sales & Onboarding teams to ensure smooth restaurant activation.
• Collaborate with Marketing to drive targeted campaigns for cashback, discounts, and gift cards.
  
  

Strategic Initiatives

• Design and execute adoption growth strategies aligned with company goals.
• Develop standard operating procedures (SOPs) for restaurant performance management.
• Benchmark adoption and GMV performance against competitors and market trends.
• Drive initiatives to enhance customer experience and restaurant satisfaction with Qlub.
  
  

Key Performance Indicators (KPIs)

• Adoption Rate (%) – Actual vs. Target.
• Retention Rate (%) – Restaurants consistently using Qlub.
• GMV Growth – Total sales processed via Qlub solutions.
• Waiter Engagement Score – Participation and performance improvement.
• Restaurant Satisfaction & Feedback – Measured through surveys and visits.
  
  

Qualifications & Skills

• Bachelor’s degree in Business, Management, Engineering, or related field (MBA is a plus).
• 7+ years in performance management, restaurant operations, or SaaS adoption roles.
• Strong data analysis and reporting skills (Power BI/Tableau and Excel).
• Proven ability to motivate and engage frontline staff.
• Excellent communication, relationship-building, and negotiation skills.
• Strategic mindset with strong operational execution ability.
• Fluency in English and Arabic.
  
  

Why This Role is Critical

This position plays a central role in Qlub’s success, ensuring that restaurants not only adopt but also continue to grow with Qlub. By empowering restaurant managers, engaging waiters, and leveraging data-driven strategies, you will directly impact revenue, customer satisfaction, and long-term retention.

Freelancers & Hiring

• Coordinate and manage freelancers to support restaurant visits and adoption activities.
• Oversee hiring processes for freelance waiters/field staff to ensure strong execution of adoption strategies.
• Ensure freelancers are trained, motivated, and aligned with Qlub’s goals.