Townhouse
Operations Process and Change Specialist
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Operations Process and Change Specialist
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 • Nice people
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, kind-hearted people to join our mission to revolutionise the industry.
ABOUT THE ROLE
We’re looking for an Operations Process & Change Specialist to support the design, implementation and continuous improvement of operational processes across our salon network. Sitting within our Central Operations team, this role will help ensure operational processes are documented clearly, communicated effectively and embedded successfully across our UK and US company-owned and partnership salons. Working cross-functionally, you’ll support operational change initiatives, improve consistency across markets and help build scalable ways of working to support Townhouse’s continued international growth. This is a hands-on role for someone who enjoys improving how things work, bringing structure to fast-moving environments and turning operational plans into practical execution.
KEY RESPONSIBILITIES
• Support the design, documentation and continuous improvement of operational processes and standards across the salon network, helping drive consistency and operational excellence. • Coordinate operational change initiatives, preparing implementation plans and supporting successful adoption across salons. • Create and deliver clear operational communications, training materials and practical guidance to support new processes, systems and ways of working. • Support the rollout and optimisation of operational systems and tools, helping ensure smooth implementation and ongoing effectiveness. • Track adoption and implementation progress across the salon network, identifying risks, surfacing opportunities and supporting continuous improvement. • Partner closely with cross-functional teams including Operations, Training and Development and other central functions to align priorities and deliver change effectively. • Contribute to building scalable operational frameworks that support commercial performance and future international growth.
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ABOUT YOU
• Experience in an operations, process improvement, project coordination or change-focused role, ideally within a multi-site consumer-facing environment (hospitality, beauty, retail or similar), or management consulting. • Strong written and verbal communication skills, with the ability to create clear documentation and communicate operational changes effectively. • Highly organised and detail-oriented, with the ability to manage multiple priorities and maintain momentum across different workstreams. • Comfortable working with operational systems and platforms such as booking, POS, workforce management or learning tools; experience with Zenoti or similar platforms is beneficial. • Commercially aware, with an understanding of how operational decisions influence utilisation, productivity, customer experience and overall business performance. • Collaborative and confident working across teams, with strong stakeholder management skills and a practical, solutions-focused mindset. • Excited by the opportunity to contribute to a scaling international business and develop operational expertise in a high-growth environment.
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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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