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!

Who we are
You might know us as the inventors of the bath bomb, but there’s more to this great-smelling, partly employee-owned, family-run company than pioneering cosmetics. We believe our business should put more back into the world than it takes and demonstrate that capitalism can be a force for good.

The Living Wage Foundation’s statement a hard days work deserves a fair days pay is one that we are proud to commit to in the UK. As an accredited Living Wage employer, we put our people first and fight cruel practices like animal testing, promote regeneration, and show that it is what’s inside that counts - whether that’s an ingredient in a product, or the minerals in a smartphone.

Job Overview:
Are you a highly organised, driven, natural leader with a passion for the spa industry? Do you possess a proven track record of optimising spa operations, thriving in fast-paced environments, and displaying exceptional leadership and communication skills?

As the Global Spa Optimisation Manager, you will be entrusted with the pivotal role of spearheading the efficient and successful operations of Lush Spas across the globe. Your primary responsibilities will include devising and executing performance strategies, ensuring uniformity and excellence in all spa locations, and driving ongoing enhancements in key performance indicators. Additionally, you will oversee the management of the regional support team. Collaborative efforts with your retail counterpart are essential to ensure that all operational and performance strategies are fully supported by the retail team.

For this role, the successful candidate can be based at either Liverpool Spa, Beak Street, or Poole, with a hybrid working arrangement. This means youll ideally commute to your designated work location 2-3 days per week.

Please note: We may close this vacancy early if we receive an overwhelming response or our business requirements change.

Key Responsibilities

Operational strategy & implementation:

Implementing direction and vision from Spa Lead across all spas globally to provide alignment of customer experience.
Develop and implement global operational strategies and standard operating procedures (SOPs) to ensure consistency and efficiency across all Lush Spas.
Identify opportunities for improvement and implement solutions to enhance productivity, customer experience, and profitability.
Stay abreast of industry trends and best practices, adapting and evolving operational strategies to maintain a competitive edge.
Manage the spa support team budget which sits in Limited.

Performance management & analysis:

Monitor key performance indicators (KPIs) across all spa locations, analysing data to identify trends, areas of strength, and areas for improvement.
Develop and implement performance improvement plans in collaboration with regional spa teams.
Conduct regular business reviews with regional spa managers to assess performance, provide feedback, and ensure alignment with global objectives.

Training & development:

Develop and deliver comprehensive training programs for spa teams worldwide, covering areas such as customer service, sales techniques, product knowledge, and operational procedures.
Create and maintain training materials and resources to support ongoing learning and development.
Collaborate with regional spa teams to identify training needs and ensure effective implementation of training initiatives.
Host regular training sessions for retail on spa.
Host regular training sessions for retail staff on spa services to ensure they are knowledgeable and skilled in providing exceptional customer experiences.

Compliance & standards:

Ensure all spa locations adhere to Lushs high standards of operation, including hygiene, safety, and brand compliance, as well as local compliance.
Develop and implement audit processes to monitor compliance and identify areas for improvement.
Stay informed about relevant regulations and legislation impacting spa operations, ensuring compliance across all markets.

Communication & collaboration:

Foster strong communication and collaboration with regional spa teams, providing guidance, support, and sharing best practices.
Act as a central point of contact for operational queries and issues, providing timely and effective solutions.
Collaborate with other departments, such as product development, marketing, retail and digital, to ensure alignment and support for spa initiatives.
Be a key support for the spa role to ensure operational experience is the best it can be across all markets.

Benefits

25 days holiday plus bank holidays
*6 months’ full pay for parental leave (primary caregiver)
*Enhanced paternity leave
Bonus scheme
Day off for weekday birthdays
Holiday purchase scheme
50% discount on Lush products and spa treatments
Cycle to work scheme
Discounted rail and bus season tickets
Employee assistance programme
*Financial childcare support on return to work
We’re 10% Employee Owned - all colleagues play a role in protecting our ethics, our independence, contributing ideas for the future and share in the rewards of success when the company is doing well.
Support groups, film nights, yoga, meditation sessions and much more

Lush Fresh Handmade Cosmetics

Global Spa Optimisation Manager internal only Spa Support

Lush Fresh Handmade Cosmetics

Key Responsibilities

Benefits