Spa Manager

2 weeks ago

Vancouver, Canada Lush Handmade Cosmetics Full time

**Spa Manager - Robson Street**

**Location**: Vancouver, BC

**In Person Interview Dates**: January 19th, 20th, 23rd & 24th

As a Spa Manager, you bring Lush's Leadership Practices into all elements of your business interactions with customers, fellow staff, and operations: Be Real, Be Curious, Lead
Fearlessly, Adapt and Evolve, Grow Talent, and Live with Purpose.

Lush values people that can **adapt and evolve** to the needs of our business, analyze and interpret opportunities and translate strategy into behaviors which drive sales and improve profit. Our Lush employees **live with purpose**, finding their personal value connection with the values of our business, bringing their work and life paths into one holistic journey. The Spa Manager supports the Lush retail business and reports to their Store Manager; as Shop Manager you are responsible for managing budgets and exceeding sales while creating an environment for strong customer experience, staff experience and operational
excellence. You own your development: assessing your performance, seeking feedback and resources and opportunities to improve and elevate your skills, knowledge and abilities.

**Responsibilities**:
**Sales, Strategy & Customer Experience**:

- Customer Service: Collaborate with your team on plans to drive spa goals and ensure a unique and inclusive customer experience that makes every client feel welcome, meets their needs, and makes their day.
- Building the Brand: Educate our clients and therapists on our brand values, and articulate our position on Fighting Animal Testing, Freshest Cosmetics, Ethical Buying, 100% Vegetarian, Handmade, and Naked Packaging in the shop and through community engagement and other traffic-driving initiatives. Build relationships with local businesses and communities to expand Lush's customer base and outreach into the community. Build the Spa brand in North America and identify opportunities to increase spa sales and highlight Lush Spa as a unique and amazing experience.
- Product Passion: Increase the depth of your product knowledge through constant learning and consistently make informed treatment and product recommendations for every need.
- Driving Sales: Demonstrate strong business acumen and understanding of your metrics and reports by developing and executing business plans that align with the North American business strategy to achieve both short
- and long-term goals that improve KPIs and achieve sales goals.
- Drive sales and profit through understanding and analysing your business drivers, including average treatment sales, spa productivity, client feedback and communicating business results with the team.
- Provide regular learning and coaching for your team to allow them to consistently deliver world class treatments. This includes training on treatments, selling spa vouchers, product knowledge, brand awareness, and client care. Regularly perform client treatments to maintain standards and develop top up training.
- Engage with customers on the shop floor, demoing products, selling spa vouchers and booking treatments. The Spa Manager is expected to communicate regularly with the Store Manager on sales expectations and ensure the same goals are being communicated to the spa team.

**Operational Excellence**:

- Policies and Procedures: Prioritize shop compliance and ensure your staff have completed training and are practicing company standards for time and attendance, breaks and meals, product integrity, respectful workplace, anti-harassment and anti-discrimination guidelines, health and safety protocols, daily communication, all within your budget.
- Stock and Inventory: Ensure your team is trained and equipped to abide by freshness standard rules and manage ordering to ensure the accurate products sundries, and equipment, in the right amounts are in the store at the right times; using inventory reporting tools, create and execute action plans to manage orders, inventory and waste, within your allocated budget. Ensure your spa and back of house area(s) are well looked after keeping it clean, safe, tidy, & well merchandised and your stock fresh for our clients.
- Visuals and Merchandising: Create and execute merchandising plans to improve KPIs and train and manage your team to take pride in a clean and beautiful work environment and follow the merchandising and design standards to provide a consistent client experience and drive sales.
- Scheduling, Time, and Attendance: ensure the right number of therapists with the right skill levels are scheduled appropriately and that breaks, and meals are allocated and recorded appropriately to ensure staff wellbeing and payroll accuracy, while staying within your labor budget.

**Qualifications**:
**Required**:

- 2+ years proven experience managing in a retail environment, developing teams, and maximising sales opportunities
- 1-2 years experience managing spas and wellness locations with exceptional understanding of spa and wellness business proce

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