Operational Excellence Leader

1 week ago

London, Greater London, United Kingdom Townhouse Full time

Operational Excellence Manager: Unlocking Efficiency and Excellence at Townhouse

About the Role:

We are seeking a proactive and highly organized Operational Excellence Manager to lead the operational improvement and delivery of brand standards across our business. As a key member of our team, you will drive operational efficiency, lead key improvement projects, manage budgets, and oversee the creation and maintenance of internal content.

Key Responsibilities:

  • Collaborate with cross-functional teams to ensure protocols remain aligned with the latest industry best practices and operational needs.
  • 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.
  • 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.

Requirements:

  • 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.

What We Offer:

  • Private healthcare and wellness support, including free telephone/video GP appointments and treatment in private hospitals.
  • Shopping discounts on leading brands.
  • Discretionary hybrid working model.
  • Extra day paid holiday for every whole year of service, up to 5 extra days.
  • Employee discount on treatments.
  • Refer a friend scheme, with up to £550 for each successful hire.

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