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).