Head of Retail Operations & Operational Excellence
* Location:
UK-based (UK + some international travel) / WFH
* Role Type
: Full-time
* Salary:
£68k–£75k (DOE) + Private Health Care
* Reports to
: Founders
Are you ready to shape the future of a scaling global brand?
MyCookieDough is looking for an exceptional Head of Retail Operations & Operational Excellence to lead our store operations across the UK and internationally (30+ stores and growing).
This is a career-defining opportunity to design the systems, standards and culture that will power our next phase of growth.
We are looking for someone who understands that world-class operations are not just about processes…
they are about people.
Someone who can design structure and discipline, but more importantly,
inspire teams to follow it.
The Role
You'll be the operational engine behind our expansion - ensuring every store (company-owned, JV or franchise) delivers a consistently exceptional, on-brand experience. You won't just run day-to-day ops; you'll also sit at the table as a senior leader helping shape MyCookieDough's overall direction. You'll work with the founders on growth strategy (e.g. planning how to operationalise a new country launch or a new product line) and then lead the execution.
Key responsibilities:
* Lead retail operations across the UK and international markets, driving performance, consistency and brand excellence across 30+ stores and growing.
* Design and embed simple, scalable SOPs, audit frameworks and operational standards that protect the brand while enabling growth.
* Build and lead a best-in-class training & development function, including the rollout of a new LMS - placing people, capability and leadership at the centre of operational excellence.
* Elevate Store Managers into confident, commercially aware leaders who take ownership of standards, performance and guest experience.
* Oversee new store launches and franchise onboarding, ensuring every opening is structured, aligned and operationally strong from day one.
* Establish clear KPIs, reporting dashboards and rhythms of accountability that turn data into action.
* Partner closely with the founders to translate growth strategy into practical, scalable execution across markets.
Who We're Looking For:
* Significant experience in multi-site retail or hospitality operations (franchise experience a plus)
* A strong systems thinker who builds structure without overcomplicating it
* A proven leader who develops managers and builds high-performance cultures
* Deeply customer- and brand-focused - sees operations as the vehicle for delivering memorable experiences.
* Commercially sharp - understands how labour, standards and guest experience directly impact profitability.
* Hands-on, adaptable and comfortable in a fast-growth environment.
* Genuinely excited by scaling a concept globally and building something that lasts.
Why Join Us?
This is not a maintenance role. This is a build role.
You will shape the operational blueprint that enables MyCookieDough to scale globally without losing the magic that made us successful in the first place.
You'll design the systems, elevate the people, and embed the culture that ensures every store, whether in the UK or overseas - delivers a consistent, unforgettable experience.
We are a founder-led, ambitious brand with global aspirations. We move quickly, we care deeply about quality, and we believe
operations and people are inseparable.
As Head of Retail Ops & Operational Excellence, you'll have:
* Real influence at senior level
* The autonomy to build and improve
* Direct partnership with founders who value operational excellence
* The opportunity to make a visible, lasting impact
If you're a senior operator who lives and breathes standards, culture, and scalable growth and you want to build something meaningful rather than simply manage it… we'd love to hear from you.
Help us scale globally, protect the brand, and ensure we never
"blow the moment
" for our guests.
No agencies please – we are managing this recruitment directly. Thank you