Nando’s Malaysia is resolutely focused on delivering fired-up, memorable experiences whilst endeavouring to connect with and delight its customers. We speak to CEO, Charles Chen, about how the company continues to progress from strength to strength.
THE THRILL OF THE GRILL
Malaysia’s culinary scene is alive and buzzing, with a deep-rooted national food culture that’s constantly evolving and embracing exciting new tastes and flavours.
As a nation that is known for many things, one of the most legendary is Malaysia’s history of food.
Situated in Southeast Asia, it has been home to numerous different influences, and given its location, trade, and colonial history, Malaysia has been shaped greatly by a vast range of cultures from across the globe.
The national food scene is mainly influenced by Malay, Chinese, Indian, Thai, and Indonesian cuisine, whereby these influences manifest themselves in a variety of ways, from the cooking techniques and tools used to the exotic flavours and spices used in Malaysian dishes to this day.
As a proud nation that brings together such a broad array of cultures, the food is highly varied and Malaysian flavours boast a unique combination of sweet, sour, rich, and spicy, combined in a way unlike any other country’s cuisine.
BUILDING ON THE BRAND
Nando’s is a South African multinational fast casual restaurant chain that specialises in Portuguese flame-grilled PERi-PERi style chicken.
Founded in Johannesburg in 1987, Nando’s today operates over 1,200 outlets in 30 countries across the world.
One of these key locations, as well as being amongst the company’s most successful markets, is Malaysia.
“Recently, across our domestic market, we’re seeing real interest in wellness-focused dining, where people look for meals that support health and vitality,” introduces Charles Chen, CEO of Nando’s Malaysia.
“Asian-inspired flavours are also on the rise, which aligns beautifully with the Nando’s brand. By blending our combination of South African and Portuguese heritage with a local twist, we can cater to this trend whilst keeping our authenticity alive and well,” he enthuses.
Additionally, it also helps that the selection of spices used in both Malaysian and South African cuisines are very similar.
The Nando’s brand is famous for its flame-grilled PERi-PERi chicken, which is prepared with African bird’s eye chillis grown and handpicked by 1,400 small-scale farmers in Southern Africa.
“We’re passionate about serving fresh, flavourful meals and our chickens are marinated for 24 hours, cooked to perfection on an open flame to burn off excess fat,” Chen adds.
Today, the company is proud to have established 78 outlets in Malaysia, along with six in Singapore, whilst a team of over 1,200 ‘Nandocas’ are passionate about making every visit a memorable experience.
“Our customers come from all walks of life, with a special place in the hearts of the youth who love our flavours and our welcoming atmosphere,” he reveals.
COOKED AND CRAFTED WITH CARE
For Nando’s Malaysia, it is undoubtedly the company’s thriving culture and resolute commitment to its core values that truly set it apart.
“Our Master Grillers’ Challenge, a global competition for grillers, showcases not only their skills but also the pride, passion, courage, integrity and family values that define Nando’s,” Chen sets out.
“It’s more than just a competition – it’s a celebration of the spirit and teamwork that make our food special. Our founders, Robbie Brozin and Fernando Duarte, believed that work should be fun, and that ethos remains at the heart of everything we do, whether on the grill or in how we treat each other,” he enthuses.
In this way, the hard-working grillers are the unseen heroes behind the success of Nando’s Malaysia, and initiatives like this are one of the ways in which the company recognises them and their abilities because it takes a human touch to translate normal food into great food.
Though the main focus of the competition is on the grillers, the initiative also gives everyone in the company an opportunity to shine in different ways to gain skills and experience that they otherwise have limited exposure to in their day-to-day work, such as being an emcee, coach, or even a photographer or video editor, as well as learning the operations training side of the business.
Nando’s Malaysia also believes in flexibility within its guidelines, aligning with the company’s values and brand pillars.
“To stay connected to our roots, every new ‘Nandoca’ works a shift at one of our restaurants, ensuring everyone understands our brand from the ground up, and twice a year, the central support office closes for everyone to work a shift to stay connected with the restaurant teams and our customers,” Chen explains.
CHANGING LIVES TOGETHER
Changing lives together is the collective, overarching purpose of Nando’s Malaysia.
“From the way we source our PERi-PERi to the art in our restaurants, we’re always finding ways to help our global and local communities,” Chen tells us.
In this way, the company is guided by its four internal brand pillars – everyone is welcome, be the best me, fired up work experiences, and be part of more.
“In simple terms, we believe in creating opportunities that can make a real difference and strive to equip every ‘Nandoca’ with skills they can take with them, whether they continue their journey with us or move on to other opportunities,” he affirms.
Furthermore, the company’s biggest and most vital investment is, and always will be, in its people.
“We like to say it’s the people that make the chicken. Building a supportive work culture through training and teamwork is our priority; every ‘Nandoca’ deserves to feel valued and empowered, and we’re committed to making that happen.”
In addition, the purpose of changing lives together extends beyond the company’s staff to its business partners and community. Nando’s Malaysia cultivates long-term partnerships, treating suppliers like family, as it is only together that the company believes it can make a meaningful impact.
“For example, we recently began working with suppliers to reduce our carbon footprint, including switching to reusable, eco-friendly packaging for our vegetables,” Chen elaborates.
Many of the company’s partners have been with Nando’s Malaysia for years and remain committed to growing alongside each other for a sustainable future.
“At the end of the day, we share the same goal – to do the best we can for our end consumers, together,” he concludes proudly.
