We'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 role—it's an opportunity to become the CEO’s right-hand support who thrives in a hands-on environment and leads with integrity, influence, and determination. About You You’ll thrive in this role if you are: A natural, action-oriented leader and driver—energetic, outcomes-focused, and not afraid to roll up your sleeves when required Emotionally intelligent—you know when to lead, when to listen, and when to lean in Deeply conscientious and authentic—you care about the people and customers, therefore doing things the right way, every time Analytically sharp—you respect data, make smart decisions, and see the story in the numbers, therefore what the focusses need to be Comfortable working across a wide spectrum of stakeholders—from Franchise Partners to retail teams, suppliers and Board-level leaders Resilient and humorous—able to keep things in perspective even when things are moving fast Comfortable with dispute resolution, whilst maintain strong network relationships About the Role In this pivotal executive position, you will: Oversee Snooze’s 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 Centre Be 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 diligence Balance strategic planning with tactical execution—whether it’s managing retail store openings, transfers, closures, or resolving operational issues at pace Lead with emotional intelligence—you’ll empower, challenge, and support your teams while building strong, respectful relationships across all layers of the business Ensure governance, compliance (brand and legal), and operational best practice—holding others to account without compromising trust or collaboration Leverage data and analytics to drive decisions, measure performance, and refine business outcomes Champion continuous improvement, innovation, and operational resilience in a dynamic retail and franchise environment Contribute to the broader strategic business discussions, supporting the ongoing growth and market performance Day to day responsibilities Leadership Provide strong and positive leadership so that staff and Franchise Partners are clear on Snooze’s direction Become the key decision maker and authority in all operational business decisions Manage the performance of a large Operation team to ensure they are professionally delivering key tasks and achieving amazing results in supporting Snooze stores Monitor the company stores sales and financial performance to ensure it performs within budget and maintain control of its financial position Actively promote the Snooze business model standards, policies and procedures. Proactively seek assistance from other members of Snooze Management where necessary Ensure team members and Franchise Partners receive a consistent and professional message into the future Set strategic direction for Operations and Training teams, developing and improving our end-to-end customer experience Store Operations Increase sales and market share; store profitability; and improve retail KPIs Deliver an exceptional customer experience. Maintain compliance on all areas of operational activity Ensure Snooze maintains “Best Practice” in its business model and systems Ensure Company stores are profitable and exceed their sales and EBIT budgets Ensure the health and safety of all staff and customers, always Training & Development Monitor and manage training function to develop and manage the Snooze training strategy Identify network training needs and implement solutions Deliver an effective training strategy with clear & well understood training programs Deliver fully trained and inducted team members Utilise Customer NPS results to improve stores performance Customer Experience Develop, implement and monitor customer experience expectations for the business Ensure all stores and staff are aware of expected levels of customer service Appropriately manage underperforming stores for improvement Product Ensure all stores are compliant with in-store presentation and product position Ensure all stores are within the acceptable levels for off-range sales Facilitate support for product training needs utilising our network of suppliers Your Background Proven retail experience that demonstrates you have an appreciation for the retail shop floor Proven experience in a senior operations role within multi-site retail or franchise environments Minimum experience at a State Management or preferably at Executive level, ideally in large complex environments Knowledgeable in Australian franchising law, and the broader regulatory landscape Demonstrated success leading diverse teams through change, growth, and operational complexity Familiarity with new store setups, relocations, and closures, as well as operational transitions and improvements A reputation for being trustworthy, pragmatic, and respected by peers and reports alike You 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 software Has the proven ability to present in front of large audiences at regularly held internal events What We Offer A hands-on, purpose-driven leadership role where your contribution truly matters The chance to be part of a high performing, growing business with a strong franchise culture A supportive and dynamic CEO who values and empowers the Snooze executive team A fast-moving, people-first environment where no two days are the same An attractive salary commensurate with the role and your experience Ready to lead with impact? If you’re 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).
