Operational Excellence Manager

ABOUT US:

Townhouse was created with a single goal: to disrupt and reinvent the global nail salon industry. We are the fastest growing beauty brand in the UK and are driven by a passionate and disruptive team in achieving our mission. 

We’ve brought together a world class team from a wide range of industries. And as we’re growing extremely fast, we need brilliant people (like you!) - to join us on our journey and help us deliver our goal. 

Townhouse is seeking a proactive and highly organised Operational Excellence Manager to lead the operational improvement and delivery of brand standards across our business. In this critical role, you will ensure that all company protocols are continuously reviewed, refined, and implemented, perfectly aligned with Townhouse’s ethos and our Always Better approach. Your focus will be on driving operational efficiency, leading key improvement projects, managing budgets, and overseeing the creation and maintenance of internal content.

This role requires a strategic thinker with a strong attention to detail, who thrives on continuous improvement and collaboration across various departments. 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.

ABOUT THE ROLE:

• 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.
• Identify opportunities for process optimisation through thorough market research, operational feedback, and emerging trends.
• 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.
• Drive continuous improvement initiatives, ensuring Townhouse’s operations, protocols, and services evolve to meet customer expectations and industry standards.
• Act as the primary point of contact for operational protocol updates, ensuring all teams are aligned and informed of any changes in a timely and efficient manner.
• Foster a culture of operational excellence, ensuring that all processes and content creation adhere to Townhouse’s Always Better approach.

ABOUT YOU:

• 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.
• Excellent communication and leadership skills, with experience managing diverse teams and cross-departmental collaboration.
• 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.

LOCATION:   

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

EMPLOYEE BENEFITS AT TOWNHOUSE:  

• 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. 
• Birthday Pamper Party: During your birthday month, bring a friend for a free signature manicure/pedicure and a glass of bubbles! 
• Social Budget - Every month your manager gets a budget to spend pampering you and your team. 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 
• Interest free advance - To cover you for any emergencies and to avoid interest costs, we will provide up to a £50 advance for every day you have worked for us in a month. 
• Refer a Friend: Earn up to £550 for every successful hire you introduce to Townhouse.