Spa & Store Manager

Role: Spa & Store Manager Summary: 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 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.

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.