We are working with a high-growth, PE-backed consumer services brand operating across multiple international markets. The business is entering a significant new phase of scale — including franchising and further global expansion — and is now seeking to appoint an experienced Chief Operating Officer (COO) to lead its global operational platform.

This is a senior, board-level appointment for a commercially minded operator with deep experience in multi-site, multi-country, service-led environments.

The Role

The COO will be responsible for designing, leading and continuously improving the company’s global operational infrastructure, spanning owned sites, franchise partners and new market entry.

The role has end-to-end accountability for operational performance, customer experience, systems, supply chain, compliance and international execution. Working closely with the CEO and executive leadership team, the COO will ensure the business scales efficiently, profitably and with operational excellence at its core.

This role combines strategic leadership with hands-on operational execution, and will suit someone comfortable operating at pace in complex, high-growth environments.

Key Responsibilities

Global Operations & Strategy

• Define and execute the global operational strategy to support profitable growth.
• Own core operational KPIs including utilisation, uptime, service quality, cost efficiency and margin.
• Partner with Finance on operational P&L ownership and cost optimisation initiatives.
• Build scalable frameworks, governance and operating rhythms across markets.

Multi-Site Operations

• Lead operational performance across a geographically distributed estate.
• Ensure consistent service delivery, equipment uptime and operational continuity.
• Oversee regional operational leads and coordinators across key markets.
• Maintain real-time visibility of performance and resolve operational issues rapidly.

Franchise Operations & International Expansion

• Provide executive leadership over the franchise operating model.
• Build and scale the franchise infrastructure, including onboarding, training, governance and performance management.
• Ensure operational readiness for new international launches.
• Partner with internal and external stakeholders on franchise partner selection and assessment.
• Continuously evolve the franchise model to improve partner performance and reporting.

Supply Chain & Product Operations

• Oversee global supply chain, stock and inventory management.
• Drive procurement discipline, supplier governance and cost optimisation.
• Improve working capital efficiency and service continuity.

Customer Experience

• Own the end-to-end customer experience agenda across all markets.
• Lead customer service operations, service standards and escalation frameworks.
• Ensure brand consistency across booking, delivery and post-service touchpoints.

Systems & Technology

• Oversee operational systems including booking, POS and CRM platforms.
• Lead system implementations, upgrades and integrations.
• Drive automation, reporting accuracy and data-driven operational insight.

New Openings & Market Entry

• Provide executive oversight of new site openings.
• Ensure operational standards, regulatory approvals and service readiness are met.
• Support negotiations with landlords, suppliers and regulatory bodies where required.

Regulatory, Licensing & Risk

• Own compliance across all operational, health & safety and licensing requirements.
• Ensure governance frameworks are in place across all territories.
• Lead risk management, incident reporting and compliance oversight.

Executive & Team Leadership

• Act as a core member of the executive leadership team.
• Lead, mentor and scale high-performing operational teams.
• Build succession plans and organisational capability to support future growth.
• Contribute to board reporting, investor engagement and strategic planning.

Candidate Profile

• Extensive senior leadership experience in multi-site, service-led consumer businesses.
• Strong background in franchise operations and partner governance.
• Experience in PE-backed, high-growth or scaling environments highly desirable.
• Proven ability to build scalable operating models across international markets.
• Deep understanding of operational complexity, regulation and risk management.
• Confident operating at both strategic and executional levels.
• Data-driven, commercially astute and decisive in fast-moving environments.

Why This Role?

• This is a rare opportunity to join a category-defining consumer brand at a pivotal moment in its growth journey. The successful candidate will play a central role in shaping the company’s global footprint and operational maturity.