Chrissy Bales is devoted to delivering exceptional raw hair services to clients worldwide.
Renowned for crafting exquisitely tailored wigs, Chrissy Bales combines quality, craftsmanship and personalisation to create luxury hair experiences for every client.
We empower our clientele to create units that feel uniquely their own, embracing the versatility and sophistication of wig styling without compromising on comfort, elegance or quality.
As Chrissy Bales continues to grow, we are looking for an exceptional Operations Lead to take ownership of the day-to-day operations of the business and help build the structure, systems and standards required for its next stage of growth.
This is a hands-on leadership role for someone who combines strong operational thinking with exceptional execution and understands what it takes to operate within a luxury, high-ticket and high-touch environment.
The Role
The Operations Lead will be responsible for ensuring the business runs smoothly, efficiently and consistently to the Chrissy Bales standard.
Working closely with the Founder & CEO, you will take ownership of the operational engine behind the business - overseeing people, processes, systems, suppliers, client operations and key projects.
You will bring structure to a fast-moving, founder-led environment, ensuring that priorities are clear, responsibilities are understood and things actually get done.
A major part of the role will be identifying where the business can operate better. You will be expected to spot inefficiencies, solve recurring problems, improve processes and introduce the systems and ways of working required to support growth.
You will also help reduce the Founder’s involvement in day-to-day operational matters by becoming the first point of escalation for operational issues, resolving problems independently wherever possible.
This is not a role for someone who simply coordinates activity. We are looking for someone who will take ownership of outcomes.
Key Responsibilities
Business Operations
- Own the day-to-day operational running of the business.
- Ensure teams, suppliers and partners are aligned around business priorities.
- Maintain oversight of key operational activities, deadlines and deliverables.
- Identify operational gaps, bottlenecks and inefficiencies and implement practical solutions.
- Create structure around recurring business activities and ensure consistent execution.
- Resolve operational issues quickly and effectively, escalating to the Founder only where necessary.
- Ensure decisions and priorities translate into clear actions, owners and timelines.
- Maintain high standards of organisation and accountability across the business.
- Ensure the business is operationally prepared for continued growth.
People & Team Coordination
- Coordinate the day-to-day activity of the team and ensure responsibilities are clear.
- Establish effective ways of working, communication rhythms and accountability across the business.
- Ensure team members understand priorities, deadlines and expected standards.
- Follow up on actions and address delays or blockers before they impact the wider business.
- Support onboarding and integration of new team members.
- Help define roles, responsibilities and processes as the team grows.
- Coordinate freelancers, contractors and external partners where required.
- Build a culture of ownership, accountability and consistently high standards.
Systems & Processes
- Review existing processes and identify opportunities to make the business more efficient and scalable.
- Design, document and implement clear SOPs and workflows across key areas of the business.
- Ensure systems are being used correctly and consistently by the team.
- Identify opportunities for automation and improved use of technology.
- Reduce unnecessary manual work, duplication and operational friction.
- Maintain clear operational documentation and ensure important business knowledge is captured.
- Support the implementation of new tools, systems and ways of working.
- Continuously improve how the business operates as it grows.
Client & Studio Operations
- Help ensure every stage of the client journey operates seamlessly and consistently.
- Maintain the exceptional service standards expected of a luxury, high-ticket brand.
- Ensure appointments, consultations, orders, client communications and aftercare are operationally coordinated.
- Identify and resolve issues that could negatively affect the client experience.
- Work with the team to ensure VIP and high-value clients receive a consistently high-touch experience.
- Ensure operational processes support both an exceptional client experience and efficient business delivery.
- Handle sensitive client matters with professionalism, discretion and sound judgement.
Stock, Suppliers & Fulfilment
- Maintain oversight of stock levels, purchasing and replenishment requirements.
- Coordinate suppliers and ensure products and materials are available when required.
- Monitor supplier performance, lead times and operational risks.
- Support inventory controls to reduce shortages, unnecessary stockholding and wastage.
- Coordinate operational requirements around product launches and new collections.
- Ensure fulfilment and delivery processes operate efficiently and to the expected standard.
- Build strong working relationships with key suppliers and operational partners.
Projects, Launches & Growth
- Lead the operational delivery of key business projects and initiatives.
- Translate ideas into structured project plans with clear actions, owners and timelines.
- Coordinate launches, events, collaborations and other major business activities.
- Track milestones, dependencies and risks and proactively address anything that could affect delivery.
- Ensure different areas of the business work together effectively during major initiatives.
- Support the Founder in turning growth opportunities into operationally deliverable plans.
- Take ownership of special operational projects as required.
Performance & Reporting
- Establish clear visibility over key operational and business performance indicators.
- Track relevant KPIs and identify trends, issues and opportunities.
- Provide the Founder with concise operational updates and highlight where decisions are required.
- Use data to identify opportunities to improve efficiency, productivity and client experience.
- Ensure actions resulting from performance reviews are implemented and followed through.
- Help create greater predictability and control as the business scales.
Luxury Brand & Client Experience
Chrissy Bales operates within a luxury, high-ticket environment, and the Operations Lead must understand that operational excellence and client experience are inseparable.
You will be expected to:
- Operate consistently at the standard expected of a premium luxury brand.
- Understand that how something is delivered is just as important as what is delivered.
- Maintain exceptional attention to detail across every area of the operation.
- Communicate confidently and professionally with clients, suppliers, partners and senior stakeholders.
- Anticipate problems before they affect the client experience.
- Resolve issues quickly without compromising quality.
- Maintain discretion when handling VIP clients, confidential information and the Founder’s network.
- Protect and uphold the Chrissy Bales standard across every operational touchpoint.
What We’re Looking For
We are looking for someone who is naturally operational: someone who walks into a business and instinctively notices what could run better, what is missing and what needs to happen next.
You should be comfortable taking responsibility rather than waiting for instruction and capable of creating structure within a fast-moving entrepreneurial environment.
You will be:
- Highly organised with exceptional attention to detail.
- Proactive, resourceful and solutions-focused.
- Commercially aware with strong business judgement.
- Comfortable taking ownership and being accountable for outcomes.
- A strong problem-solver who looks beyond symptoms to identify root causes.
- Confident managing people, projects, suppliers and competing priorities.
- Comfortable working within a fast-moving, founder-led business.
- Able to move between strategic thinking and hands-on execution.
- Strong at creating structure, processes and accountability.
- Comfortable making decisions independently within your remit.
- Polished and professional in your communication and presentation.
- Comfortable operating within a luxury, high-ticket and high-expectation environment.
- Calm and composed when priorities change or challenges arise.
- Discreet, trustworthy and comfortable handling confidential information.
- Someone with naturally high standards who takes pride in the quality of their work.
Experience
We are open to candidates from a range of professional backgrounds, but you should have demonstrated experience in operations, business management or a similar role with meaningful ownership and responsibility.
Experience within luxury, beauty, hair, fashion, hospitality, premium retail or another high-ticket client environment would be highly advantageous.
Experience within a growing founder-led business would also be valuable, particularly where you have helped introduce structure, processes and systems as the company scaled.
More important than having held a specific job title is your ability to demonstrate that you have owned operations, solved problems, improved how a business works and delivered measurable results.
Ultimately, you should become the person the Founder can trust to say: “You own the operations” - knowing that the business will be organised, problems will be solved and the Chrissy Bales standard will be protected as the brand continues to grow.
Pay: £40,000.00-£50,000.00 per year
Work Location: In person
