Commercial growth and salon performance

• Develop and deliver a clear growth plan for the Fitzrovia flagship, owning revenue, employee performance and controllable operating costs.
• Unlock more value from our talent and space by improving revenue per stylist, chair utilisation, average spend, service mix and repeat bookings.
• Turn performance data into practical priorities. Build a weekly scorecard, identify what is holding growth back and test improvements with measurable results.
• Work with the COO, CEO and Finance team on budgets, forecasts and reporting, making clear recommendations on staffing, capacity, promotions and local initiatives.
• Identify commercially sound ways to make better use of salon space and improve contribution while protecting the Hershesons experience.

People leadership and talent development

• Build and lead ambitious teams across both locations, creating a culture of ownership, direct communication and pride in the work.
• Give people clear goals, regular feedback and meaningful development through team meetings, individual check-ins and performance reviews.
• Recognise and retain great performers, address underperformance early and improve engagement to reduce avoidable turnover.
• Build a strong recruitment pipeline for stylists, colourists, front-of-house colleagues and future leaders.
• Partner with the Training Manager on progression pathways, helping trainees, stylists and colourists develop their skills and build productive client columns.

Operations and smarter ways of working

• Create the operational foundations that let talent thrive; effective scheduling, stock control, attendance, timekeeping and consistently high site standards.
• Use Zenoti, Loop HR, Xero and operational data confidently, ensuring accurate, timely reporting and payroll inputs for Finance and the CEO.
• Build simple, repeatable systems that help the team make good decisions and run the flagship with greater independence from day-to-day founder involvement.
• Take operational issues through to resolution and maintain strong health, safety and compliance standards throughout the flagship.

What success looks like

Your impact will show first in how clients feel and whether they return: stronger feedback, rebooking, retention, new-client conversion and visit frequency. We will also look at creative talent development and team engagement, alongside revenue and contribution, chair and space utilisation, stylist productivity, average spend, service mix and the quality of operational reporting.

About you

You are a natural host and a confident leader who cares about how people feel. You have a real interest in hair, creativity and the ambition to move the industry forward. You bring out the best in creative people and understand how thoughtful service, strong operations and commercial judgement support their work. You move comfortably between the salon floor and the numbers, knowing when to coach, when to challenge and when to roll up your sleeves.

• Proven General Manager or Operations Manager experience in premium salons, beauty, wellness, hospitality, retail or a service business, with direct responsibility for the client experience.
• Experience looking after high-net-worth clients, with exemplary service skills, discretion and the confidence to manage demanding expectations. You anticipate individual needs, build trusted relationships and handle sensitive requests or concerns with warmth, tact and sound judgement.
• A record of owning commercial results and improving revenue, retention, team performance or profitability, with a strong grasp of utilisation, labour costs, average spend and contribution.
• Credibility with creative and client-facing teams, backed by strong recruitment, performance management and people development skills. You encourage fresh thinking and help people turn ideas into better work.
• A proactive, practical approach: you can set priorities, use systems and data to make decisions, and follow through without needing a large central team.
• Clear communication, high standards and calm judgement in a fast-moving environment.

This role is not for you, if

• You are looking for a purely front-of-house, administrative or compliance-led role.
• You have not held real accountability for commercial performance.
• You need a large central team or highly developed systems before you can make progress.
• You prefer to escalate problems rather than own them through to resolution.
• You are uncomfortable giving direct feedback, managing underperformance or making decisions in a fast-moving environment.

How to apply

Send your CV and a short note telling us about an improvement you have personally led to the client experience in a premium service business. What did you change, how did you bring the team with you, and what difference did it make to clients and the business?