Chief Operating Officer (Scaling #1 UK Short-Let Management Franchise)

• Pass the Keys is hiring a COO to lead operations across our franchise network and support the CEO/Founder in scaling a purpose-driven organisation through its next stage of UK and international growth
• We aim to grow net booking value from £35m to £100m+ over the next couple of years
• The position is London-based, requiring three days (Monday, Tuesday, Thursday) of in-office presence each week at our location near Bank station
• Reporting to the CEO, the COO will be responsible for leading our senior management team (sales, marketing, technology, franchise success, our own operations)
• You will take over the majority of day-to-day running of the business, allowing the CEO to focus more on new products, new markets, new business models, M&A, and other opportunities
• We are looking for a Chief Operating Officer (COO)/ Managing Director to help us accelerate our business in the UK and internationally
• The successful candidate will report to the CEO/Founder and become his trusted strategic partner
• You will be in charge of our Senior Management Team, responsible for leading all our teams
• The role is similar to that of an ‘Integrator’ (as described in Gino Wickman’s Traction), meaning you will turn the company’s vision into execution, manage day-to-day operations with decisiveness and empathy, and hold the senior leadership team to high standards of accountability while building strong relationships
• The opportunity for the COO in Pass the Keys is to help shape our journey, realise our vision, and transform the industry
• This is a role for someone who is equally comfortable with building systems that scale, improving accountability, and who prefers leading through influence more than hierarchy
• Success in the role will include accelerating profitable growth and continuously improving the team
• Working with the CEO and the senior management team on setting the company-wide strategy and objectives
• Growing the company’s topline growth and profitability by managing each team’s P&L, working with the CEO on resource allocation
• Prioritising and project managing changes and improvements to our processes
• Wearing multiple hats and rolling up sleeves when necessary
• Collaborating and communicating with external stakeholders (OTAs, technology providers, key suppliers, industry bodies)
• Navigating a changing regulatory and compliance environment
• Optimising operational performance using data and KPIs
• Leadership and team management, including
• Ensuring the management team and each department is performing, hitting their goals (OKRs), and following the company’s core processes
• Recruiting staff across the globe to execute our strategy
• Hiring, managing and retaining A-players that are stronger than you in their respective fields
• Being a multiplier (getting the most out of our talent, playing to their strengths)
• Coaching, developing and inspiring our people to grow professionally
• Aligning the different functions of the business (Sales, Ops, Marketing, Tech)
• Reinforcing our company-wide culture and work practices
• Implementing KPIs, operational processes and accountability structures
• Managing team remuneration and bonus structures
• Managing HR processes and policies
• Scaling up our operations and ensuring the success of our three stakeholders (guests, hosts and partners) through our partners (franchisees):
• Executing strategies for the success of our three stakeholders: guests (success measured through reviews), hosts (measured through retention) and franchise partners (measured through partner growth, profitability and retention)
• Building effective training programmes for our partners
• Building and managing relationships with our partners
• Designing and implementing service and quality standards for all stakeholders, controlling the service quality offered to each stakeholder
• Taking commercial and operational decisions
• Scaling our support functions for the stakeholders efficiently

This is a role for someone who is equally comfortable building systems, driving accountability, and leading through influence. It requires exceptional people leadership and rigorous execution with strong strategic skills and commercial acumen. You need to have a very high EQ and be passionate about helping your team succeed and shine. Franchising, property management, and short‑letting experience are a bonus. A successful candidate will demonstrate substantial experience and track record of success in managing the above responsibilities and achieving the above outcomes: short letting/holiday letting/hospitality/property management; managing expansion into new countries; franchising; KPI development and monitoring; operational excellence and efficiency; process optimisation; good judgment and independent decision‑making; effective communication with clarity, confidence and emotional intelligence; adaptability of leadership style; and more.

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