Chief Operating Officer

Chief Operating Officer (COO)Full Time, Monday–Friday Location: London HQ (with travel across the UK, US & Asia as required) Compensation: £150,000–£170,000 + benefitsA high-growth, international consumer brand is seeking a strategic and commercially minded Chief Operating Officer (COO) to lead its global operational infrastructure across the UK, US and expanding international markets. This is a pivotal appointment responsible for driving operational excellence, franchise development, customer experience, supply chain efficiency and large-scale multi-site delivery.With strong private-equity backing and ambitious global expansion plans, the organisation is strengthening its leadership team to support scalable, world-class execution across all markets.The RoleThe COO will serve as the operational engine of the business—responsible for ensuring service continuity, multi-country compliance, franchise performance, new market expansion, technology enablement and overall operational profitability.This leader will oversee global teams spanning:Studio and multi-site operations (UK & US)Franchise development and partner managementCustomer serviceSupply chain, stock and procurementOperational systems and technology (including platform implementation)Operations coordination across London, New York and Los AngelesThe successful candidate will combine hands-on operational depth with board-level strategic capability, ideally gained in multi-site, service-led, consumer-facing or franchise-focused environments.Key Responsibilities1. Global Operational Strategy & LeadershipSet and execute the global operating strategy to support scalable, profitable multi-market growth.Own operational KPIs across uptime, utilisation, cost control, customer satisfaction and margin delivery.Build robust governance, cross-market processes and operational frameworks that strengthen execution.2. Multi-Market Operations ManagementLead operational performance across all UK & US sites, ensuring uptime, service consistency and regulatory compliance.Oversee maintenance, vendor management, equipment availability and operational continuity.Manage Operations Coordinators across London, New York and Los Angeles.3. Franchise Operations & International ExpansionDrive global franchise performance, governance and partner success.Support onboarding, compliance monitoring, performance reviews and ongoing partner support.Lead operational readiness for new franchise launches, including detailed cross-functional alignment.4. Supply Chain & Product OperationsOversee global supply chain, stock management and procurement discipline.Improve working capital efficiency and supplier performance.5. Customer Experience & Service DeliveryDefine and uphold the global customer experience, service standards and escalation processes.Drive consistency and quality across all customer touchpoints.6. Systems, Technology & Digital OperationsOversee operational systems including POS, CRM and booking platforms.Drive system enhancements, automation, data accuracy and operational reporting.7. New Site Openings & Market EntryLead operational planning for all new openings to ensure readiness, compliance and commercial delivery.Support key negotiations with landlords, service providers and regulatory bodies.8. Regulatory, Licensing, Health & Safety & RiskEnsure compliance with all licensing, health & safety and operational regulations across all markets.Lead risk management, incident reporting and compliance governance.9. Executive Leadership & Cross-Functional CollaborationWork closely with Finance, People, Marketing, Product, Digital and Education teams.Contribute to board reporting, investor updates and company-wide strategy.10. Team LeadershipBuild, mentor and scale high-performing global teams across franchise, supply chain, operations and systems.Develop capability and succession plans to support long-term international growth.About YouSignificant senior leadership experience in multi-site operations within service-led, consumer or franchise environments.Proven success scaling franchise networks and managing multi-country partner operations.Strong experience within PE-backed, high-growth or scaling organisations.Deep operational understanding of UK & US markets, including relevant regulations.Demonstrated ability to drive operational efficiency, service consistency and scalable infrastructure.A decisive, hands-on operator with exceptional problem-solving, commercial and leadership capability.