,Australia

Roll’d COO: Brands can’t go into hibernation mode when disaster strikes

Dennis Koorey joins the QSR Media Conference & Awards as part of the event’s Supply Chain panel.

As the industry slowly veers towards a post-pandemic context, Roll’d chief operating officer Dennis Koorey says that constant consumer engagement is key - crisis or not.

Koorey is part of the QSR Media Conference & Awards, happening on October 18 in Sydney, as part of the event’s Supply Chain panel. Panelists also include McDonald's Australia director of supply chain & sustainability Kylie Freeland and IPC Asia Pacific president and CEO Duane Barber.

Bringing over 25 years of professional experience in retail and the hospitality management and brand development space, including a decade as Country Manager for Nestle, Koorey has been with Roll’d as COO since 2018, assisting with internal growth and leading significant projects, including new products and recently-launched pantry items and condiments found nationwide in stores and Coles supermarkets.

More on our Q&A below:

QSR Media: What’s your assessment of how the QSR/fast casual restaurant industry handled the challenges dealt by COVID-19?

Koorey: The results are mixed: some brands have continued with business as usual and tried to wait out the pandemic while others have invested heavily in people and technology and pivoted their business to meet the changing demand created by Covid. 

The latter have flourished and come out of the pandemic with accelerated growth and increased market share.

From your perspective, what are some key lessons/insights/trends that brands have learned/further understood/need to know as we approach a post-pandemic industry?

You need to stay connected to your customers and your people throughout the pandemic or any crisis. Brands can’t go into hibernation mode when disaster strikes; constant consumer engagement is key.

Brick-and-mortar stores are not the only way to reach your consumer. Embrace new technology, delivery systems and channel partners; consumers need to be able to access your products through a variety of means. Cast a wide net.

Now that we’re returning to a physical event, what are you excited to do at the QSR Media Conference & Awards this year?

Yes, after 12 months of Zoom, [I am] really looking forward to connecting with friends, colleagues and peers. Although video conferencing has changed the way we do business and connect with people, it can never replace the human connection.

Discover how the country’s leading chains are thriving amidst pandemic-induced challenges, register to join the QSR Media Conference & Awards by clicking here.

Join QSR Media Australia community
Since you're here...

...there are many ways you can work with us to advertise your company and connect to your customers. Our team can help you dight and create an advertising campaign, in print and digital, on this website and in print magazine.

We can also organize a real life or digital event for you and find thought leader speakers as well as industry leaders, who could be your potential partners, to join the event. We also run some awards programmes which give you an opportunity to be recognized for your achievements during the year and you can join this as a participant or a sponsor.

Let us help you drive your business forward with a good partnership!

This will be the company’s seventh store in the city.
The recipe was put through over two years of testing.
Here is a summary of the most interesting news stories of the week from around the world.
Past ambassadors include Eva Mendes, Katie Holmes and Naomi Watts.
Find out how Garland XPress Grill gives you perfectly cooked food each time. 
The service is also available in Canada and 20 additional U.S. states.
Free large fries await customers when their state reaches a 60% double vaccination level.
The franchisee-led outlet will be celebrating the opening with a free coffee offer.
Hear more from SOPAC managing director Richard Wallis at our upcoming conference.
The chain is calling on other businesses to support medical workers.