Global Head of Operations

Contract: Full Time, Monday – Friday Location: London HQ (with travel within the UK and US as required) Reports to: Chief Executive Officer Direct reports: UK Operations Manager, US Operations Manager, New Studio Opening Manager

About FACEGYM

FACEGYM is the world’s first facial fitness studio – a unique concept combining massage techniques with advanced skincare, tools, and technology to lift and sculpt the 40+ muscles of the face. We’re in the confidence-boosting business, helping our customers look and feel their best.

With studios across the UK and US, including New York and Los Angeles, FACEGYM is entering a new phase of international expansion, including franchise operations in the UK and India. As we scale our corporate studio portfolio, we are strengthening the operational foundations that ensure every studio operates to a world-class standard.

Job Summary

We are looking for a hands-on, highly organised, and commercially aware Head of Operations to lead the day-to-day running of FACEGYM’s corporate studio operations across the UK and US. This is a delivery-focused role at the heart of the business, ensuring our studios are open, compliant, well-maintained, and operating efficiently and consistently to FACEGYM standards.

Working closely with the CEO and Head of US, this role is responsible for executing operational strategy with pace, accountability, and excellence across the studio network. You will have direct line management responsibility for the UK Operations Manager, US Operations Manager, and New Studio Opening Manager, ensuring clear accountability and consistent execution across both markets.

Franchise involvement will focus primarily on supporting new studio openings through the management of the New Studio Opening Manager, rather than ownership of the broader franchise model. While day-to-day revenue performance sits with the studio and commercial teams, this role will work closely alongside them, contributing to commercial planning and performance while owning operational budgets and cost efficiency across both markets.

The successful candidate will be detail-oriented, highly organised, and comfortable operating in a fast-paced environment, with a strong focus on delivery, problem-solving, continuous improvement, and operational excellence.

Key Responsibilities

Operational Execution & Performance

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Drive the day-to-day operational management of FACEGYM’s corporate studios, ensuring consistent execution of operational standards and priorities.

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Deliver against core operational KPIs, including studio and equipment uptime, maintenance turnaround times, compliance and licensing status, supplier performance, and operational cost efficiency.

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Maintain clear visibility of operational performance, identifying issues early and ensuring timely resolution to minimise downtime and disruption.

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Own and manage operational budgets across both markets, controlling costs, monitoring spend, and driving efficiencies in partnership with Finance.

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Contribute to studio commercial performance and planning by providing operational input into budgeting, forecasting, and cost-to-serve models, supporting profitable and sustainable studio operations.

Corporate Studio Operations (UK & US)

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Ensure all studios operate under valid and up-to-date licences, permits, and regulatory approvals, including treatment, establishment, and business operating requirements.

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Partner with Product and Supply Chain teams to ensure consistent availability of treatment consumables and retail stock, minimising stock-outs and service disruption.

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Lead and develop the UK Operations Manager and US Operations Manager, ensuring alignment, consistency, and strong communication across London, New York, and Los Angeles.

Property, Facilities & Maintenance

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Act as the primary operational contact for studio landlords across all regions, managing lease-related operational matters, service charges, building access, and property issues affecting trading.

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Plan, coordinate, and oversee renovation, refurbishment, and fit-out projects across UK and US studios, ensuring delivery on time, within budget, and to FACEGYM standards.

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Manage maintenance schedules, repairs, and equipment servicing across all studios, ensuring rapid resolution of faults and minimal operational disruption.

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Build and manage a reliable network of contractors and suppliers, negotiating contracts, agreeing service levels, and holding vendors accountable for quality, cost, and responsiveness.

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Oversee procurement of operational equipment, tools, and consumables, ensuring continuity of supply and value for money.

New Studio Openings & Franchise Support

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Lead and develop the New Studio Opening Manager, ensuring effective support and oversight of new studio openings, operational readiness, and launch delivery.

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Support franchise launches through the New Studio Opening Manager, ensuring readiness across timelines, training, systems, and operational delivery.

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Ensure all new studios obtain the necessary licences, permits, and regulatory approvals before opening and maintain compliance thereafter.

Regulatory, Licensing, Health & Safety & Risk

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Ensure compliance with all operational, regulatory, and beauty licensing requirements across the UK and US.

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Own Special Treatments Licences (UK) and Establishment Licences (New York and Los Angeles), ensuring timely renewals and adherence to local regulations.

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Own studio risk assessments across all sites, working with FACEGYM’s Health & Safety partner to ensure assessments are completed, maintained, and actioned appropriately.

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Lead the implementation of FACEGYM’s Health & Safety policies and chair the Operations & Health & Safety Committee, overseeing incident reporting, risk reviews, and compliance governance.

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Collaborate with the People team on occupational health matters, ensuring a safe and healthy working environment for all studio teams.

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Lead business continuity and incident management planning, ensuring studios can respond effectively to operational disruptions, emergencies, and risks.

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Manage operational insurance matters and related claims in partnership with Legal and Finance.

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Liaise with legal counsel on regulatory enquiries, operational matters, and contract negotiations as required.

Team Leadership

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Lead, mentor, and develop UK and US operations teams, fostering a culture of accountability, pace, and continuous improvement.

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Build organisational capability and scalable team structures to support continued growth.

Cross-Functional Delivery

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Partner with Finance, People, Marketing, Education, Product, and Digital teams to drive aligned planning and strong cross-functional execution.

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Provide operational insight to inform commercial decisions, service development, and studio growth initiatives.

Qualifications & Experience

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Proven experience (8+ years) managing multi-site operations within a service-led, consumer-facing environment such as retail, hospitality, wellness, or beauty.

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A hands-on, delivery-focused leadership style with the ability to operate strategically and tactically, bringing clarity, pace, and accountability.

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Demonstrated success in improving operational performance and driving efficiency and consistency across multiple locations.

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Strong people management experience, with the ability to lead and develop operational leaders across different markets.

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Experience working across UK and US markets, with a working knowledge of relevant regulatory and licensing requirements (California and New York experience desirable).

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Strong analytical and problem-solving skills, with the ability to make sound decisions in a fast-paced environment.

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Experience within a high-growth or scaling business is desirable; exposure to franchising and new site openings would be advantageous.