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.