Job Description

About Chrissy Bales

Chrissy Bales is a premium wig studio based in St John's Wood, known for our craftsmanship, exceptional customer experience, and deep commitment to empowering women with confidence and style. Alongside our flagship studio, we operate a thriving global e-commerce store, serving clients worldwide with our luxury wigs and hair solutions.

We are entering an exciting phase of growth and are looking for an Operations Lead who can elevate our operational excellence as we scale.

Role Overview

We are seeking a proactive, highly organised, and commercially minded Operations Lead to support our leadership team. This role sits at the heart of the business and will influence both day-to-day operations and long-term strategic planning.

You will oversee studio operations, lead e-commerce fulfilment and logistics, support financial and performance monitoring, and collaborate closely with the CEO and marketing team to help drive our revenue ambitions. This is a hands-on role ideal for someone who thrives in a fast-paced, customer-focused environment.

Key Responsibilities

1. Strategic Leadership Support

Support the CEO to design and execute operational strategies aligned with growth objectives. Identify opportunities to improve efficiency, scalability, and customer satisfaction. Monitor industry trends, competitor activity, and emerging best practices to support strategic decision-making.

2. Operational Management

Oversee daily operations of the London studio, maintaining exceptional service standards. Manage end-to-end e-commerce operations, including fulfilment, inventory control, supplier management, and customer support. Create and implement operational SOPs to enable consistency, quality, and scalability.

3. Project Coordination & Delivery

Lead cross-functional projects, ensuring they are delivered on time, within budget, and to scope. Work closely with internal teams to achieve project milestones. Track project performance, preparing regular updates and reports for the CEO and leadership team.

4. Team Leadership

Supervise, coach, and develop studio and operations staff to foster a positive, high-performance culture. Collaborate with the marketing team on initiatives that drive footfall, online sales, and brand visibility. Support hiring, onboarding, training, and performance management processes.

5. Financial & Performance Oversight

Support budgeting, forecasting, and financial planning activities. Monitor key operational KPIs, identifying opportunities to improve efficiency and profitability. Drive cost-optimisation initiatives while maintaining service excellence.

6. Customer Experience Excellence

Handle escalated customer issues to ensure fast, effective resolutions. Analyse customer feedback and operational data to inform service improvements. Implement and track customer satisfaction metrics, including NPS and repeat-purchase behaviours.

Qualifications & Experience

Bachelor's degree in Business, Operations Management, or a related field or equivalent managerial experience. Proven experience in operations or management within a retail, beauty, or e-commerce environment. Strong project management skills with experience leading cross-functional teams. Highly organised with excellent multitasking and prioritisation abilities. Strong communication skills with the ability to influence stakeholders at all levels. Strategic thinker with a hands-on approach to problem-solving. A genuine passion for beauty, fashion, and customer experience.
Job Type: Full-time

Pay: 40,000.00-45,000.00 per year

Application question(s):

Have you worked in a beauty, fashion or overall luxury environment before?
Education:

Bachelor's (preferred)
Work authorisation:

* United Kingdom (preferred)