Role: Spa & Store ManagerSummary:The Spa & Store Manager is responsible for leading the day-to-day operations of the spa with a focus on delivering exceptional service, delivering retail growth, driving team performance, and ensuring an elevated guest experience in alignment with luxury brand standards. This role is both strategic and hands-on, overseeing staff, systems, inventory, and guest relations in a polished, detail-oriented, and service-driven environment.Key Responsibilities:Service & Guest Experience
- Develop & execute all sales & customer service strategies within the Spa; working cross-functionally to create & roll out all retail initiatives to drive sales, build brand equity, and client loyalty
- Drive sales performance through accurate projection of daily/weekly sales targets, timely and appropriate sales goaldissemination to estheticians and coordinators, strong execution of retail activations, maximization of cabin occupancy and focus on sell-through of top SKUS in line with corporate vision of mix of business.
- Monitor & analyze all key performance metrics & product/service reporting within the store to create a successful and productive work environment, challenging the team & fostering accountability
- Responsible for spa performance on a weekly/monthly/quarterly/yearly basis, including all sales, services & events; making recommendations & pulling key levers to drive success as necessary
- Supervise & meet with each team member individually and as a team on a regular basis to review goals, key successes, challenges, & engagement
- Collaborate with key stakeholders to provide feedback on services, product, events & key initiatives, clienteling & client experience, and business; creating business & action plans for your location.
Operations Management
- Deploy and maintain comprehensive departmental operations guidelines and implement ongoing training initiatives to support staff growth and service excellence.
- Oversee all inventory and supply chain processes including ordering, cost controls, and asset management, ensuring consistent availability and adherence to budget targets.
- Maximize operational efficiency through expert use of spa management systems and software.
Team Leadership & Staff Development
- Support Corporate partners & Regional Manager in recruiting, onboarding, coaching, and developing a high-performance spa team.
- Manage scheduling, performance evaluations, compliance with labor policies (including meal breaks), and timely payroll execution.
- Lead regular team meetings to communicate priorities, brand standards, and opportunities for upselling and enhanced service delivery.
- Foster a collaborative and respectful work culture with clear expectations, regular feedback, and morale-boosting leadership.
- Drive sales performance through accurate projection of daily/weekly sales targets, timely and appropriate sales goal dissemination to estheticians and coordinators, strong execution of retail activations, maximization of cabin occupancy and focus on sell-through of top SKUS in line with corporate vision of mix of business.
Guest Experience & Service Excellence
- Act as an ambassador for the spa experience—greet and assist clients in a warm, knowledgeable, and discreet manner.
- Continuously monitor client feedback and proactively implement service improvements while ensuring alignment with the brand’s luxury service philosophy.
- Maintain a safe, serene, and meticulously clean spa environment that reflects the brand’s premium positioning.
Qualifications:
- Bachelor’s Degree preferred; equivalent professional experience accepted.
- 4+ years experience of management experience within a high-end spa or luxury retail environment.
- Exceptional customer service orientation with emotional intelligence and discretion.
- Strong leadership presence with the ability to inspire and motivate diverse teams.
- Keen attention to detail and operational discipline.
- Master proficiency in performing advanced facial treatments, services, and possessing product knowledge of premium skincare brands.
- Excellent communication skills, including verbal, written, consultative and presentation abilities.
- High attention to detail, with an ability to multi-task on different projects/tasks
- Strong initiative & proven resourcefulness – able to problem solve & find solutions independently.
- Excellent time management skills & scheduling experience.
- High level of professionalism, discretion, etiquette, and luxury service standards.
- Familiarity with various programs, applications, systems, and platforms – especially, POS & booking systems, digital scheduling platforms, and Office.
- Proven ability & track record of driving revenue, clienteling, & strong KPIs.
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