Chief Operating Officer (COO) – Executive Leadership Role

About the role

Bailey Nelson is seeking an experienced, commercially‑minded Chief Operating Officer to join the executive team at a pivotal growth stage. Reporting directly to the CEO and working closely with the co‑founders and Executive Chairman, the COO will act as a strategic partner driving operational excellence across the organisation.

Key responsibilities

• Partner with the Executive Leadership Team to execute strategic priorities and business improvement initiatives.
• Oversee logistics, 3PL relationships, product fulfilment, and inventory management.
• Build organisational capability and a culture of accountability, collaboration, and continuous improvement.
• Drive operational efficiency, scalability, and service delivery across all functions.
• Identify opportunities to improve profitability, productivity, and customer outcomes.
• Manage stocktake processes, consumables, and operational supply requirements.
• Enhance supply‑chain efficiencies and maintain strong supplier relationships, including contact‑lens suppliers.
• Ensure operational continuity and high service standards across the distribution network.
• Support consistent customer experience across all store locations.
• Manage store maintenance, fit‑out projects, and brand‑standard compliance.
• Oversee website operations, e‑commerce performance, and drive digital transformation, systems optimisation, and automation.
• Improve operational workflows using technology to enhance customer and team experience.
• Lead Health & Safety initiatives and ensure compliance.
• Strengthen governance, compliance, and operational risk‑management frameworks.
• Manage external suppliers, contractors, and operational service providers.

Required profile

• Proven senior‑level experience in operations leadership, preferably within retail or optometry.
• Strong commercial acumen with a track record of driving profitability and efficiency.
• Demonstrated ability to build high‑performing cultures and develop leadership capability.
• Experience managing complex supply‑chain, logistics, and multi‑site operations.
• Comfort with digital transformation, e‑commerce, and technology‑enabled process improvement.
• Excellent stakeholder management skills, including executive communication.
• Commitment to health & safety, governance, and compliance standards.

Required skills