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.