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.