Carlos Jiménez

Responsible for ensuring operational excellence, product quality, customer experience, and business profitability through SOP standardization, KPI governance, P&L optimization, and strategic coordination with key areas including Sales, Marketing, Customer Service, Talent, Supply Chain, Maintenance, Quality, and Expansion. Led the Talent Development Plan, ensuring operational continuity, brand strength, and alignment with corporate objectives. Key Achievements: • Exceeded EBITDA targets by 2 pp, delivering consistent month-over-month results through operational efficiency, P&L control, and alignment of sales, customer experience, and marketing strategies. • Improved overall profitability by 1 pp, supported by a comprehensive training plan and tight control of labor costs, utilities, maintenance, and operating expenses. • Increased gross margin by 3.5 pp, driven by robust training in order management, inventory control, and operating cost discipline. • Grew digital sales penetration from 25% to 40%, supported by strengthened experience leadership roles, customer loyalty initiatives, and store modernization plans. • Reduced 90-day turnover from 28% to 19% and overall turnover from 75% to 65%, through improved hiring, selection, onboarding, and training processes. • Achieved 98% compliance in external Food Safety audits on first pass, through process standardization, field execution, and manager empowerment. • Delivered on ESG commitments, reducing refrigerant gas usage, water consumption, and energy usage through sustainable operational initiatives. • Led the digital transformation of the Learning model, reducing training time and accelerating performance ramp-up. • Maintained customer satisfaction above 95%, ensuring consistent standards and product quality.

Led operations across assigned regions, driving sales growth, P&L optimization, and customer experience, while ensuring SOP execution, KPI compliance and ROI optimization. Ensured business continuity, brand value, and cross-functional alignment, while developing high-performing leadership teams. Achievements: • Improved gross margin by 1.5 pp through strict food and paper cost control, working closely with management teams (Cali, 2023) • Tripled Drive-Thru transaction volume, positioning the market as national leader in the segment through operational optimization and execution discipline (Cali, 2023) • Increased employee engagement survey results by 5 pp, strengthening culture and internal communication (Cali, 2023) • Increased average ticket by 7 pp through selling training, customer experience focus, and Trade Marketing execution (2022) • Improved productivity, reducing labor cost by 1.2 pp, through role-based training, scheduling control, and peak-hour efficiency (2023) • Reduced delivery complaints by 2 pp and increased delivery sales by 15%, reinforcing operational standards (2022) • Exceeded dessert center sales targets by 3 pp, through local activation strategies and strong commercial execution (2019) • Reduced order inaccuracy by 1.5 pp, through layout optimization and operational reinforcement during peak demand (2021) • Improved profitability by 2.5 pp through operational improvement plans and P&L line control (2022) • Reduced manager turnover by 10 pp, through coaching, field support, and leadership training (Cali, 2023) • Increased customer satisfaction by 6 pp year-over-year, strengthening critical processes and peak-hour execution (Cali, 2022) • Successfully delivered the expansion plan, opening 15 dessert centers and 3 restaurants, supporting site selection, negotiation, and openings with the Real Estate team (2015–2019) • Consistently filled 100% of management, building a strong succession pipeline to support turnover and new openings (2015–2023)

Led national HR processes to ensure training, employee engagement, productivity, and operational continuity through talent policies aligned with business priorities, labor cost control, and strategic support to operations to strengthen retention, workplace climate, and profitability. Key achievements: • Reduced employee turnover by implementing action plans in partnership with operations and strengthening recruitment, onboarding, and training processes. • Achieved workplace climate targets through well-being programs, internal communication, and field coaching for management teams. • Optimized labor costs through productivity analysis, workforce planning, and shift and role optimization in stores. • Delivered 100% of the internal promotion plan, strengthening the talent pipeline and ensuring leadership continuity in critical areas.

Led high-performing restaurant units recognized for top results in sales, profitability, and operational standards across the network. Owned full business performance and P&L, ensuring operational excellence in quality, service, and cleanliness. Drove productivity and cost optimization initiatives, and led people management including talent attraction, development, performance, and engagement to build strong, results-driven teams.

Supported the strategic and operational management of top-performing restaurants within the network. Led talent acquisition, retention, and development processes, and coached operational leaders to strengthen KPI performance, productivity, and customer experience.