Operational Excellence Manager

4 weeks ago


London, Greater London, United Kingdom Townhouse Full time
Operational Excellence Manager

Townhouse is seeking a proactive and highly organized Operational Excellence Manager to lead the operational improvement and delivery of brand standards across our business.

Your focus will be on driving operational efficiency, leading key improvement projects, managing budgets, and overseeing the creation and maintenance of internal content.

You will work closely with teams such as Training, Product, Franchise, and Operations to ensure operational processes and protocols meet the highest industry standards, reflect Townhouse's brand voice, and are implemented seamlessly across both equity and franchise salons.

Conduct comprehensive competitor and market research to inform project strategies, ensuring Townhouse remains at the forefront of industry trends and standards.

Proactively review and update internal protocols, including operational, service, and customer-handling guidelines, ensuring consistency with Townhouse's brand standards and Always Better philosophy.

Lead the development and maintenance of operational documents across franchise and equity salons, ensuring they are up-to-date, accurate, and reflective of the brand's high standards.

Collaborate with cross-functional teams, including Training, Operations, Franchise, and Product, to ensure protocols remain aligned with the latest industry best practices and operational needs.

Use rigorous methods to test, validate, and refine processes before implementation to ensure smooth rollouts and long-term effectiveness.

Build and present business cases to support operational changes and investment in new initiatives, demonstrating a clear return on investment.

Ensure the effective communication and rollout of updated protocols and processes to relevant departments and across all Townhouse salons.

Foster a culture of operational excellence, ensuring that all processes and content creation adhere to Townhouse's Always Better approach.

Proven experience in operational management, ideally within a service, retail, or hospitality brand environment.

Strong experience in content creation and writing, with a focus on operational protocols, ensuring consistency with brand standards.

Demonstrated ability to lead and deliver continuous improvement initiatives in line with brand and operational standards.

Strong research and analysis skills, with the ability to use data and insights to inform operational decisions and continuous improvement.

Able to manage multiple complex projects while maintaining an unwavering attention to detail and accuracy.

Our office is based in Central London and we offer a discretionary hybrid working model, based on the requirements of the role.

Private healthcare and wellness support – Benefit from the nail industry's first private healthcare package including free telephone / video GP appointments and treatment in private hospitals if there is a long wait on the NHS.

Shopping discounts - a range of discounts on some of the largest brands to save you money every day.

Expect treats, lunch at work or a night out – to be agreed with your manager

Holiday on us: An extra day paid holiday on your annual allowance for every whole year you have been with Townhouse - up to 5 extra days

Employee Discount: 75% discount on treatments

Refer a Friend: Earn up to £550 for every successful hire you introduce to Townhouse.



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