Operations Manager - Luxury Retail Services


Our client, a luxury subsidiary of a larger group, offers a dry cleaning and laundry service which combines the finest traditions of hand valeting with the most advanced techniques in fabric care. All fabrics and leathers benefit from their close personal attention and unique seven stage process.

Founded in 1969, there are currently 12 branches across central London and the UK. In addition, there are international franchises in Hong Kong, New York, Jakarta, Istanbul, Kula Lumpur, Bahrain, Kuwait, Singapore, Manila and Macau.


The strategic decision was taken by group's senior management to create a role which could take full managerial responsibility for this long-established subsidiary.


The key responsibilities of the role were to deliver growth in turnover and profitability, through strong operational and strategic leadership. With a strong focus on driving profitability and developing new markets, there was a real necessity for the right candidate to have a proven track record in general management and to have a background of full P&L responsibility.


Having an existing relationship with our client’s parent organisation allowed us to have a good understanding ahead of the assignment. A meeting with the HR Director for the parent company as well as a call with the interim incumbent of the role gave us an in-depth understanding of exactly what they were looking for and the right areas to target to find the right people.

We worked closely and consultatively with our client to ensure our targeting was in the right areas, as a result, 104 people were approached by Collingwood. After a lengthy and robust qualification process, this was reduced to a long-list of 9 candidates.

Acting as a brand ambassador, Collingwood conducted full competency-based 1st stage interviews on 6 of the 9 candidates on the long-list, delving into key drivers for individuals and personal attributes. As a result of Collingwood’s interviews, 3 candidates were selected to be shortlisted and interviewed by our client.


Feedback for the candidates was very positive and the HR Director selected 2 to go through to meet the Managing Director of the parent company.

The Managing Director also had positive feedback and could have offered either candidate, he chose 1 to meet again informally and after going through a stage of behavioural assessment an offer was made to this candidate. Collingwood managed the offer through to successful conclusion.