Head of Operations in City of Westminster

We are exclusively recruiting a Head of Operations for a small, high-performing and growing QSR group as it shifts from established and successful into a genuine scale-up and growth phase. Built on clear values around quality, provenance and standout customer experience, this independent hospitality brand has already built a loyal following and strong performance across a small group of London sites.

With 3 new openings planned over the next 12 months and 4 the following year, with an overall goal of 10 over two years and a longer-term ambition beyond that, this business now needs an experienced operational leader to build the infrastructure that supports sustainable scale. This is not simply about running effective and smooth operations; it’s about designing what the next chapter looks like and playing an instrumental role in it.

This role will partner closely with a founder to translate vision into consistent, people-led, commercially strong operations across a growing multi-site group. We’re looking for someone who has lived this journey before and has taken a small number of locations or cluster business into a larger, structured group. A builder, completer/finisher, someone who brings clarity and rigour without stripping the soul from its brand.

The role

• You’ll own operational performance across the group, building the capability, leadership structure and systems required to support ambitious multi-site growth.
• A key part of this role is moving the business from instinct-led excellence to repeatable, disciplined performance - introducing and refining process, reporting rhythm and operational infrastructure without losing brand personality or pace.
• You’ll coach and develop site and emerging area leaders, strengthening the bench and defining the leadership layers needed for expansion, while embedding energy, accountability and pride.
• Working in close partnership with the founder, you’ll translate brand vision into scalable, safe and commercially robust operations.
• You’ll play a key role in shaping the operating model - from labour structures and reporting lines to performance cadence and new opening readiness.
• You’ll lead P&L performance, labour models, cost control and KPIs across existing sites and new openings, helping define how the organisation evolves as it scales from a tight cluster into a structured multi-site group.
• Strategic and hands on, you’ll be equally comfortable partnering with the founder on operations strategy and in the day-to-day delivery and detail.

Essential experience we’re looking for

• Proven multi-site leadership in high-volume QSRs.
• Direct experience scaling from small/cluster to established multi-site group - this role will likely suit someone who has helped take a business from circa 5 sites toward 15–20+ and is motivated by doing that journey again.
• Knowledge and experience in multi-site management, expansion and QSR.
• Demonstrable experience building systems and infrastructure for growth.
• Strong commercial and P&L ownership across sites.
• Experience building middle management layers and succession pipelines.
• A builder of teams, culture and future leaders.
• Clear values around food quality, provenance and standout customer experience.
• Structured, organised and delivery-focused.
• Hands-on, energetic and solutions-driven.
• High emotional intelligence and natural gravitas.
• Clear on ownership and accountability.
• Comfortable and confident operating alongside a founder-led vision.

Most importantly: you’re someone people want to work with - collaborative, straight-talking, fun and invested.