Operations Process and Change Lead

Townhouse was created with a single goal: to disrupt and reinvent the global nail salon industry. We are the fastest growing beauty brand in Europe with 40+ salons globally, and we are driven by a passionate and disruptive team to achieve our mission. We’ve brought together a world-class team from a wide range of industries. As we continue to expand, we need brilliant people (like you!) to help bring the Townhouse brand to life across the world.

Our values

Here at Townhouse, we live by our three core values;

• Details matter
• Passionate in everything we do

Townhouse was born out of the idea that ‘details matter’ - our customers strive for perfection in the details, and so do we. Our passion fuels our work and drives constant innovation. Finally, we pride ourselves on finding nice, kindhearted people to join our mission to revolutionise the industry.

ABOUT THE ROLE

We’re looking for an Operations Process & Change Lead to design, implement and continuously improve core operational processes across our salon network.

This role sits within our Central Operations team and is responsible for ensuring operational changes are structured, clearly communicated and successfully embedded across our UK and US company-owned and partnership salons. You’ll play a key role in driving consistency, commercial performance and building a scalable operational framework to support international growth.

KEY RESPONSIBILITIES

• Design, document and implement scalable operational processes aligned to commercial performance and best practice
• Ensure processes drive improvements in utilisation, productivity, revenue and cost control across the salon network
• Establish clear operational standards and governance across UK and US company-owned and partnership salons
• Continuously review and optimise processes to improve efficiency, quality and customer experience
• Lead a structured change management approach, prioritising initiatives to ensure smooth adoption with minimal operational disruption
• Assess the operational and financial impact of proposed changes and track adoption and performance outcomes
• Lead the rollout and optimisation of operational systems (e.g. POS/booking, workforce management, CRM, LMS and reporting tools)
• Partner cross-functionally to ensure operational changes are aligned, coordinated and effectively implemented
• Own operational communications to salons, ensuring messaging is clear, timely and commercially focused
• Support the development of training materials and toolkits to enable successful adoption of new processes and systems
• Contribute to the development of a scalable global operational framework to support future market expansion

ABOUT YOU

• Experience in Management Consulting, Operational Change or a similar transformation-focused role
• Proven experience delivering operational improvements or change initiatives with measurable commercial impact
• Strong understanding of operational performance drivers within multi-site businesses
• Experience implementing operational systems (POS, workforce planning, CRM, LMS or reporting platforms)
• Highly organised and process-driven, with excellent communication and stakeholder management skills
• Strong commercial judgement, with the ability to prioritise effectively and challenge where appropriate
• Experience designing structured change programmes, including communications, training and adoption tracking
• Comfortable working cross-functionally and influencing stakeholders across multiple levels and geographies
• Experience in hospitality, retail, beauty or other consumer-facing service environments is desirable
• Proactive, solutions-focused and comfortable managing multiple initiatives in a fast-paced environment
• Motivated by the opportunity to build operational capability that supports international growth

LOCATION

This is a full-time, permanent role based at our Support Centre in Central London, and we offer a hybrid working model, aligned with role requirements.

EMPLOYEE BENEFITS

Private healthcare and wellness support – Enjoy access to private healthcare including phone/video GP appointments and treatment in private hospitals where NHS wait times are high.

Employee discount – Enjoy 75% off treatments and 50% off Townhouse products for when you need a little pampering.

Holiday on us – Earn an extra day of annual leave for each year of service from your second year onwards, up to four additional days.

Birthday treat – During your birthday month, bring a friend for a complimentary signature manicure or pedicure, and a glass of bubbles!

Social Budget – Regular team socials and monthly treats, agreed with your manager – from office lunches to after-work drinks.

Emergency cash advance – Interest-free advance of up to £50 per worked day in the month to help cover short-term needs.

Shopping discounts – Save money with a wide range of discounts on top brands.

Refer a friend scheme – Receive a reward when someone you refer is successfully hired.

EQUAL OPPORTUNITIES

We’re proud to be an inclusive employer. We welcome applications from all backgrounds and are committed to creating a diverse, supportive, and empowering workplace.

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