*Internal Only* - Spa Manager, Covent Garden

London, England, United Kingdom

9/21/2024

Application Deadline: 27 October 2024

Department: Spa

Location: Covent Garden

Compensation: £30,700 / year

Description

We are looking for a reliable, talented and passionate team member to manage our newest Lush Spa in Covent Garden, London. Please note this role for internal candidates only.

Your Team
Communication between spa and shop floor is key to running and training within a successful spa store.

Lead from the front and demonstrate 5* Customer Experience in the spa and on the shop floor. Be aware of the spa through observing and listening to the consultations taking place and where needed, provide clear consistent feedback, training and direction to the team. Ensure work is delegated throughout the management and spa team in order to maximise your time and prioritise tasks.

Provide regular learning and coaching for your team to allow them to consistently deliver 5* treatments. This includes training on treatments, selling spa vouchers, product knowledge, brand awareness, and client care. Regularly have treatment swaps with the therapists to maintain standards and develop top up training. Communicate and promote well-being and self care within the spa and store teams, utilising Alexander Technique when needed.
Ensure high standards are maintained throughout training and all staff adhere to this, following correct set routines and techniques, aiming to keep first time pass rates above 90%.
Work with the Spa/store Receptionists to organise, book and coordinate training. Collaborate with them to create memorable spa experiences at every stage of the spa client journey.
How often development takes place is up to you and the management team - every day is a learning opportunity.

Encourage, respect and look after one another. Hold each other up so that your place of work is a supportive environment.

Your Business
Work together with your store management team and staff to maximise the potential of your Spa.

Drive sales and profit through understanding and analysing your business drivers, including average treatment sales, spa productivity, client feedback and Mystery Shop Reports and communicate business results with the team.

Understand and utilise the Management Accounts and performance overview spreadsheet to support the running of the business. Contribute towards the efficient and accurate ordering of stock, sundries and equipment.
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.
Liaise with local stores to build the spa brand, supporting spa training in these stores when needed.

You should support your Shop Manager in managing the budget to ensure your staffing and operational costs are in line, and your retail margin is on budget as a % of sales. Make sure all staff members follow appropriate data privacy requirements and that all paperwork and documentation of therapists performance are complete and up to date, sharing this with the management team in your store.

Where company-wide procedures and policies exist, you should ensure you and your team work within these parameters. This includes working to deadlines when set by the wider business. Where they do not exist, consider any in-store policies you would like to establish and manage these yourself. Not everything needs a rule!

Your Leadership
Contribute to the vision of your shop and spa, by creating & supporting "top box" goals for the shop and team with your Manager and management team.
Take on any tasks as requested by your Shop Manager in order to develop your skills to effectively manage the spa business, such as rotas, ordering, staff on-boarding, recruitment and performance management.
Create a positive and vibrant atmosphere when managing and training in the spa and store, looking out for your team members and supporting each other.

Your Development
You are responsible for your own development. Create your own career goals, and ensure you're on the right path. Regularly assess your own performance and where there are gaps in your knowledge or skills, decide how you can fill them and then make that happen.
Routinely seek out the development you feel you need from your Store Manager, so they can tailor-make learning opportunities for you and understand your career goals. Utilise any feedback, coaching, meetings and reviews that you receive - they all exist to develop your skills.

Key details

Interview dates: Monday 4th November and depending on the number of candidates Tuesday 5th November

Start date: December 2024 or earlier
Contract: 40 hours per week over five days with a 7 day availability.
Location: You will work in Covent Garden, which will be your usual place of work. From time to time you will be required to work away from the shop and travel for meetings and training both around the UK&I, which may mean overnight stays away from home.

We provide training and upskilling to all our new Spa Managers to become an Onsite Spa Trainer. For this reason and due to the launch of a new treatment next year, the candidates must be available on the following dates:

• 
  Award in Education & Training (AET): online training w/c 6/01 and w/c 13/01, microteach in Poole w/c 24/02


• 
  Rewilding training (new treatment), Poole: w/c 27/01


• 
  Train the Trainer (TTT): w/c 3/02 and w/c 10/02 in different spa locations.

Travel and overnight stay will be required and expenses will be covered by Lush.


What we are looking for:

• Ideally, a Lush Spa therapist trained in 8 Lush Spa treatments and with 2 years experience at a Lush Spa or a current Lush Spa Manager


• Be trained in Validation Facial (required to attend Rewilding training)


• Be passionate about delivering five star customer service and treatments


• Have a proactive approach to building the business


• Be passionate about representing our brand, ethics and products


• 5* customer journey skills, a level head and desire to progress into the Lush Spa


• A passion for training and communication


• A collaborative work ethic and the task of building quick relationships is essential in order to provide the most effective support to our spas


• A background in providing learning opportunities, staff training/development and quick problem solving


• Someone who can help set and achieve goals based around the needs of the spa business


• Someone who can deliver constructive feedback in a way that benefits your team and the spa business


• Someone who can evaluate the retail business needs and coordination of the shop floor to assess opportunities to build the spa presence

Diversity matters
We are building a brand that represents the people of the world. It's what you do that counts, and we are always looking to expand perspectives and voices to shape our future.

We see you, we celebrate you, we want you!

Benefits

• Up skilling and development in Management accounts including, budgets, forecasting etc


• Up skilling and development in training including AET, onsite training etc


• Fantastic in-house learning and development opportunities including all Lush Spa treatments, products and brand training (paid at your hourly rate)


• Generous staff discount (50% on products and spa treatments, 10% on HairLab & short spa experiences)


• Enjoy 2 complimentary products of your choice per month


• Available free handcare and mouthcare products during shifts for Spa Therapists


• Team bonus scheme based on the overall sales of the store and spa


• Pension scheme


• Birthday Day Off


• 28 day holiday allowance (calculated on a pro-rata basis


• Supportive parental leave scheme - 6 months of full pay (primary caregiver)


• Financial childcare support on return to work (depending on contracted hours)


• Cycle to work scheme


• Free Spa Therapist tunic


• Employee assistance programme provided by Health Assured


• Access to an online learning community


• Therapist wellbeing initiatives (inc. Injury Prevention training, Alexander Technique workshops, rooms designed considering the Health & Safety of our Therapists, electric couches for therapist comfort)


• Enjoy 4 complimentary spa treatments of your choice per year (to book every quarter)


• Flexible rolling rotas - Shift patterns will vary from morning and afternoon/evening shifts (including weekends and bank holidays).