The Big Interview

Shafali Shown-Keen, McDonald’s franchisee

A marriage made in heaven

Mathematics graduate Shafali Shown-Keen has always had a good head for figures – a useful attribute if you’re going to start your own business. Now she has done just that, becoming the Brentford franchisee of global food retail giant McDonald’s in April 2021 and overseeing its financial growth throughout a testing last 12 months.

Shafali says: “I always wanted my own business. I’d explored many ideas but nothing that would warrant leaving my job, which came with a good salary. That was until the McDonald’s opportunity came along.

“My parents had a sports and snooker club in Chiswick for 30 years. They had a passion for people, which rubbed off on me. When I started my business, I knew I wanted a customer-focused venture, one that would allow me to mix with people from all walks of life. At McDonald’s, your next customer could be a 16-year-old on his school lunchbreak or a 75-yearold retiree who just wants to have a coffee and a chat. It’s brilliant and I don’t regret doing this – not one bit.”

Shafali’s current venture is world away from her former career in finance. After graduating with a maths degree from King’s College London, she landed a job as an analyst for Allco Finance Group. She stayed there for more than six years before working in finance roles at construction and engineering giant Costain, where she eventually became head of corporate activity and strategy.

“I was responsible for leading Costain’s merger, acquisition and strategy team,” she says. “I managed the group’s strategic development and delivery of acquisitions in line with Costain’s business strategy, which was to provide world-class engineering services to customers by delivering national infrastructure.

“When the McDonald’s opportunity came along, it made sense just to go for it. I knew I’d be working for a wellestablished brand and receive strong support. The interviews were tough – the whole process took about nine months, then I spent a further nine months completing the training. It was necessary, though, as there was so much to learn. If you’re going to marry someone, you need to invest sufficient time and effort to ensure you’re both right for each other. Now I can look back and say McDonald’s and I are a really good fit.

“I had to convince them that I had a good business brain and show them that I had good connections in the local community. McDonald’s is very keen on building community links and supporting local worthy causes. Once I had demonstrated this, I got the opportunity to run the Brentford franchise.”

It has been a whirlwind couple of years for Shafali but her hard work is paying dividends. The business is now in a healthier position: turnover and customer satisfaction have both risen, food is being delivered quicker and staff retention is higher.

“I have about 120 staff to manage so this job keeps me busy,” says Shafali. “Eventually I’d like to own a string of restaurants, but I’d need a leadership team in place as I’d have 600-800 employees to look after. A lot of people respect the McDonald’s brand. Over the last few years we have made a number of changes to improve our offering to customers. We’ve introduced healthier foods such as salads and fruit bags, and our plantbased McPlant burger has been a huge success. And last year the company also announced plans to be Net Zero carbon by 2040.”

As well as running the restaurant, Shafali works hard to develop and strengthen McDonald’s links with the local community.

She says: “We’ve done local litter picks and made donations to foodbanks. We’ve also provided mentoring and work experience for young people, and completed tree maintenance and lighting installation projects.

“I’m also a huge supporter of women in business. I do a lot of talks to encourage more females into leadership roles in companies. You need role models and the more we’re out there spreading the message, the quicker attitudes will change.”

When the McDonald’s opportunity came along, it made sense just to go for it. I knew I’d be working for a well-established brand and receive strong support.

THE

INSIDE STORY

Favourite food?

Chinese, Thai, Japanese (anything spicy).

Favourite tipple?

Lychee Martini or a chilled glass of Gewurztraminer.

Favourite holiday?

On a sandy beach (anywhere hot).

Describe your family life?

Hectic! I have two children aged 11 and 9, who both do several activities. I also have my extended family at my restaurant who need my attention!

How do you spend your downtime?

I do not get much, but when I do I like to run and catch up with family and friends.

What are your key strengths as a manager?

I asked my team and they said I care about my people. I’m always there for them and willing to help out whenever they need me.

And your limitations?

I’m always striving to do better. I know this doesn’t sound like a limitation but it causes me endless sleepless nights and puts a lot of pressure on my staff.

Best thing about doing business in the borough?

The support provided by local councillors, the Chamber and local neighbours.

Famous person you’d most like to spend dinner with?

Elon Musk to understand his next invention and where it will take us.

Most interesting fact about yourself?

I’m a fully trained dancer in the North Indian classical dance, Kathak.