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

Join Pass the Keys, the UK's leading short-let management franchise, as our Chief Operating Officer (COO). In this pivotal role, you will lead operations across our franchise network, support the CEO/Founder in scaling the organization, and drive profitable growth. You will be responsible for managing the senior management team, optimizing operational performance, and ensuring the success of our stakeholders. This is a London-based position requiring three days of in-office presence each week.

• Lead operations across the franchise network and support the CEO in scaling the organization through its next stage of growth.
• Take over the majority of day-to-day running of the business, allowing the CEO to focus more on new products, new markets, and other opportunities.
• Manage each team’s P&L, work with the CEO on resource allocation, and prioritize and project manage changes and improvements to processes.
• 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 where energised by building rather than maintaining
• Process optimisation
• Good judgment and independent decision-making
• Effective communication with clarity, confidence and emotional intelligence
• Able to adapt/change leadership style when needed, making difficult decisions whilst maintaining trust and respect
• Comfortable operating in a fast-moving entrepreneurial environment
• External stakeholder relationship building
• Most importantly, high-EQ empathetic leadership (understanding people, listening, reading between the lines, motivating and inspiring, creating psychological safety, conflict resolution)
• Implementing change fast while maintaining good relationships
• Talent development, mentoring the next generation of leaders
• Problem-solving and strategy
• Commercial acumen
• Motivated by the successes of your team rather than your own personal projects
• Enjoy creating order from complexity
• Open-minded to feedback and change
• Ambitious and driven
• Passionate about seeking the best ideas to implement rather than promoting your own ideas
• Well-rounded person who can flex between different DISC colours
• Highly self-directed and take ownership naturally
• Analytical and data-driven
• Eager to get things done