Job Title

Location:2 LocationsPosted on:05 June 2025We''re seeking a dynamic, confident, and grounded Chief Operations Officer (COO) to join our thriving and iconic franchise retail organisation, Snooze.This is more than a traditional operations roleit''s an opportunity to become the CEOs right-hand support who thrives in a hands-on environment and leads with integrity, influence, and determination.About YouYoull thrive in this role if you are:A natural, action-oriented leader and driverenergetic, outcomes-focused, and not afraid to roll up your sleeves when requiredEmotionally intelligentyou know when to lead, when to listen, and when to lean inDeeply conscientious and authenticyou care about the people and customers, therefore doing things the right way, every timeAnalytically sharpyou respect data, make smart decisions, and see the story in the numbers, therefore what the focusses need to beComfortable working across a wide spectrum of stakeholdersfrom Franchise Partners to retail teams, suppliers and Board-level leadersResilient and humorousable to keep things in perspective even when things are moving fastComfortable with dispute resolution, whilst maintain strong network relationshipsAbout the RoleIn this pivotal executive position, you will:Oversee Snoozes national franchise and company store operations working across a network of retail Franchise Partners, Managers, front-of-house teams, warehouse operations, suppliers, and business experts at the Support CentreBe the trusted advisor and second-in-command to the CEO, enabling him to focus on long-term strategy while you execute the day-to-day with precision, care and diligenceBalance strategic planning with tactical executionwhether its managing retail store openings, transfers, closures, or resolving operational issues at paceLead with emotional intelligenceyoull empower, challenge, and support your teams while building strong, respectful relationships across all layers of the businessEnsure governance, compliance (brand and legal), and operational best practiceholding others to account without compromising trust or collaborationLeverage data and analytics to drive decisions, measure performance, and refine business outcomesChampion continuous improvement, innovation, and operational resilience in a dynamic retail and franchise environmentContribute to the broader strategic business discussions, supporting the ongoing growth and market performanceDay to day responsibilitiesLeadershipProvide strong and positive leadership so that staff and Franchise Partners are clear on Snoozes directionBecome the key decision maker and authority in all operational business decisionsManage the performance of a large Operation team to ensure they are professionally delivering key tasks and achieving amazing results in supporting Snooze storesMonitor the company stores sales and financial performance to ensure it performs within budget and maintain control of its financial positionActively promote the Snooze business model standards, policies and procedures. Proactively seek assistance from other members of Snooze Management where necessaryEnsure team members and Franchise Partners receive a consistent and professional message into the futureSet strategic direction for Operations and Training teams, developing and improving our end-to-end customer experienceStore OperationsIncrease sales and market share; store profitability; and improve retail KPIsDeliver an exceptional customerexperience.Maintain compliance on all areas of operational activityEnsure Snooze maintains Best Practice in its business model and systemsEnsure Company stores are profitable and exceed their sales and EBIT budgetsEnsure the health and safety of all staff and customers, alwaysTraining & DevelopmentMonitor and manage training function to develop and manage the Snooze training strategyIdentify network training needs and implement solutionsDeliver an effective training strategy with clear & well understood training programsDeliver fully trained and inducted team membersUtilise Customer NPS results to improve stores performanceCustomer ExperienceDevelop, implement and monitor customer experience expectations for the businessEnsure all stores and staff are aware of expected levels of customer serviceAppropriately manage underperforming stores for improvementProductEnsure all stores are compliant with in-store presentation and product positionEnsure all stores are within the acceptable levels for off-range salesFacilitate support for product training needs utilising our network of suppliersYour BackgroundProven retail experience that demonstrates you have an appreciation for the retail shop floorProven experience in a senior operations role within multi-site retail or franchise environmentsMinimum experience at a State Management or preferably at Executive level, ideally in large complex environmentsKnowledgeable in Australian franchising law, and the broader regulatory landscapeDemonstrated success leading diverse teams through change, growth, and operational complexityFamiliarity with new store setups, relocations, and closures, as well as operational transitions and improvementsA reputation for being trustworthy, pragmatic, and respected by peers and reports alikeYou will have good IT knowledge and able to demonstrate exceptional PowerPoint, Excel and Word skills and an ability to adapt to new reporting tools and softwareHas the proven ability to present in front of large audiences at regularly held internal eventsWhat We OfferA hands-on, purpose-driven leadership role where your contribution truly mattersThe chance to be part of a high performing, growing business with a strong franchise cultureA supportive and dynamic CEO who values and empowers the Snooze executive teamA fast-moving, people-first environment where no two days are the sameAn attractive salary commensurate with the role and your experienceReady to lead with impact?If youre a proven operational leader with a strong retail or franchise background and a desire to partner closely with an inspiring CEO, we want to hear from you now.(Note the successful candidate must produce a current clean national Police Check as the role will be privy to sensitive data and information). #J-18808-Ljbffr