Company: So.Shell
Location: London
Reports to: Founders
Role Type: Full-time
About So.Shell
So.Shell is a premium nail, brow and beauty brand redefining what modern beauty services can feel like for busy women in London. We've grown to 7-figure revenue across 6 locations in three years and our ambition is to become the most recognised social nail bar globally.
As the business grows, we are strengthening the structure behind the brand so So.Shell can scale sustainably, consistently and commercially. We are building a team of ambitious people who think like business owners, are driven by results and approach challenges with a can-do attitude.
The Customer & Retail Operations Director will lead the day-to-day operational performance of London locations and customer operations function. For the right person, this is a chance to build something meaningful, lead exceptional teams, create premium customer experiences and grow with the business..
Key Responsibilities
- Oversee the operational performance of all So.Shell locations, ensuring each store runs to a high standard, reflects the premium expectations of the brand and meets or exceeds its commercial targets.
- Oversee the customer and operations support function, including the team responsible for customer enquiries, bookings, WhatsApp, email, Instagram messages, customer support, and team admin requests.
- Work closely with finance and sales/marketing to understand what is driving or blocking performance, and work collaboratively to help the business improve revenue, margin, retention, and customer satisfaction.
- Overseeing store maintenance, repairs, and facilities issues. Ensuring store licences, inspections, certificates, insurance, and compliance records are up to date.
- Oversee all recruitment, hiring, onboarding and management of the retail team and online customer service team.
- Helping the founders strengthen the operating model of the business. Identifying structural gaps in the business and recommending practical solutions.
Success in this role means:
- Founders are no longer pulled into daily operational issues.
- Location Managers know exactly what they are responsible for, are supported to meet the expectations of their role and are held accountable.
- Customers receive the same high-quality So.Shell experience regardless of location or touchpoint.
What we’re looking for
We are looking for someone with strong operational experience in a premium customer-facing environment. Someone who can step into a fast-growing business and bring calm, clarity, and structure.
- 5+ years experience in an operational leadership role
- Experience managing teams in customer service environment, preferably in the beauty, retail or hospitality industry.
- Experience working in a commercially-driven environment, confidence working with sales targets and performance data.
- Strong communication and interpersonal skills.
- Tech savvy; experience with systems such as Zenoti or Notion a plus.
- Experience working with founders, senior leaders, or entrepreneurial businesses would be highly beneficial.
Pay: £60,000.00-£75,000.00 per year
Work Location: In person
