SummaryThe Spa & Store Manager is responsible for leading all aspects of spa operations with a strategic focus on driving retail sales performance, achieving ambitious revenue and profitability targets, and delivering an elevated guest experience in line with luxury brand standards. This role combines hands-on oversight with visionary leadership, ensuring the growth of key performance indicators (KPIs) such as retail conversion, average transaction value, and cabin occupancy. This role leads, develops, and succession plans a high-performing team of expert luxury sales advisors and estheticians, fostering excellence in guest relations, product sales, and service delivery.Key ResponsibilitiesRetail & Sales Performance Leadership- Drive sales growth by setting clear daily, weekly, and monthly retail targets, closely monitoring performance metrics, and implementing strategies to consistently exceed goals.
- Lead initiatives to improve KPIs including retail conversion rates, average transaction value, and product sell-through, ensuring alignment with the corporate vision and profitability objectives.
- Develop and execute impactful retail activations, maximize cabin occupancy, and promote top SKUs through expert product education and cross-selling techniques.
- Coach, mentor, and succession plan a team of luxury sales advisors and estheticians, cultivating expertise in client consultation and premium skincare recommendations.
Operations Management- Establish and maintain comprehensive departmental operations guidelines, delivering ongoing training to support staff growth and service excellence.
- Oversee inventory and supply chain processes, including ordering, cost controls, and asset management, to ensure consistent availability and adherence to budget targets.
- Maximize operational efficiency through expert use of spa management systems and software.
Team Leadership & Staff Development- Support Retail Management in recruiting, onboarding, coaching, and developing a high-performance team with a focus on luxury sales expertise and succession planning.
- Manage scheduling, performance evaluations, compliance with labor policies, and timely payroll execution.
- Lead regular team meetings to communicate priorities, sales goals, brand standards, and opportunities for upselling and service enhancements.
- Foster a collaborative, respectful, and growth-oriented work culture through clear expectations, feedback, and morale-boosting leadership.
Guest Experience & Service Excellence- Serve as a brand ambassador, greeting and assisting clients in a warm, knowledgeable, and discreet manner while promoting premium products and services.
- Monitor client feedback and proactively implement service improvements that reinforce the brand’s luxury positioning and drive repeat business.
- Maintain a safe, serene, and meticulously clean spa environment that reflects the brand’s premium standards.
Qualifications- Bachelor’s degree preferred; equivalent professional experience accepted.
- Minimum 5 years of management experience within a high-end luxury environment like a luxury boutique and/or spa, with a proven track record of driving retail sales and team development.
- Exceptional customer service orientation with emotional intelligence and discretion.
- Strong leadership presence with the ability to inspire, motivate, and succession plan diverse teams of luxury sales advisors and estheticians.
- Keen attention to detail, operational discipline, and a relentless drive for growth and profitability.
- Proficient in spa management systems, scheduling software, and digital booking/POS platforms.
- Strong computer literacy, including Microsoft Office Suite, with expertise in analyzing sales performance data and inventory management.
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