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International Spa Operations Associate | ESPA at THG
London, United Kingdom
Job Descrption
We're a fast-moving, global technology group that specialises in taking brands direct to consumers. We're home to a portfolio of leading brands and sites including Myprotein, ESPA, LOOKFANTASTIC, and Cult Beauty, all of which are powered by our fully integrated digital commerce ecosystem, THG Ingenuity.
We handle everything in-house, including technology, content creation, e-commerce, marketing, manufacturing, new product development, and logistics. This comprehensive approach ensures we can fully realise our vision and maintain our leadership in a rapidly evolving global industry.
THG Beauty
We're home to market-leading websites like LookFantastic, SkinStore, Dermtore, Cult Beauty and the beauty subscription box brand Glossybox. And our portfolio of premium brands includes the likes of ESPA, Biossance, and Grow Gorgeous – all of which are loved and trusted by millions of fans worldwide. We also partner with a network of more than 19,000 influencers to ensure brands can... reach their audience anywhere in the world. It's an incredibly exciting time to join the team.
Click here to learn more about life at THG.
ESPA
Guided by 30 years' experience ESPA's luxury skincare products go beyond the everyday skincare regimen to nourish and nurture your skin. The formulation of natural ingredients works together to create a sensorial wellness experience, imitating the luxury skincare treatments of a spa from the comfort of your home.
Why be a Spa Operations Manager – South for ESPA?
This commercial role is fundamental to the development of core business within your designated region, ensuring the delivery of revenue and performance targets, through effectively driving the management of your accounts and their respective teams.
Key Areas of Responsibility
• Understand the difference in level of support between different spa contractual agreements.
• To meet contractual agreements as outlined within each individual spa contract.
• Develop a clear understanding of each Spa, from contract commitments and billing to covering financial, marketing, personnel and training and general operations to establish the business. This will include the following:
• Aims and individual objectives of the hotel.
• Local and cultural characteristics of the area.
• Demographic of the international guests.
• Training needs of the spa team to deliver the highest of five-star standards.
• To provide leadership, direction, and support to the employees at the Spa to develop a highly motivated team, who can deliver high standards of service in all areas of the business.
• To monitor standards of performance and guest satisfaction including the introduction of measures to ensure the highest standards of operation, ensuring that ESPA branding is strongly and appropriately represented.
• To carry out extensive spa audits and follow with up with detailed reports to be sent to hotel owners, general manager, and corporate teams.
• To conduct market and competitor research keeping up to date with global wellness trends and providing SWOT analysis for accounts subject to contractual agreements.
• Travel to your regional accounts to conduct operational and management support in line with client expectations.
• Take a proactive approach to achieving and exceeding sales targets on a monthly and annual basis.
• To assume responsibility for the overall performance of each Spa appointed to you within the ESPA portfolio.
• Ensure stockholding is agreed with each account and the entire range is fully represented.
• Establish strong working relationships with all clients, including Spa Directors, General Managers, Owners, and Corporate Teams.
• Liaise in a professional, efficient and proactive manner demonstrating 5* customer service to all ESPA clients.Job Description International Spa Operations Associate ESPA International
Key Skills and Requirements:
• This role requires previous spa management experience, within a luxury Spa environment.
• Group Spa Management experience is preferred.
• In-depth knowledge of all Spa operational areas, including the guest journey, treatments, and services, preferably having direct first-hand experience.
• The ability to analyse each Spa's performance and provide strategic business solutions.
• Understanding of the dynamics of working within the hotel industry and at Senior level.
• A proactive self-starter with business development and commercial experience with an in-depth knowledge of ESPA products and treatments, ideally through experience within an ESPA Spa or Salon at Management level.
• Highly motivated individual with a strong commercial acumen, results driven, and the ability to work independently with proven experience within a sales focused environment.
• Excellent communications and presentation skills are essential.
• Computer literate and good level of numeracy.
• Ability to travel within region for extended periods of time.
• Impeccable grooming in keeping with ESPA Brand and five-star industry standards.
Key Interfaces:
• Spa Managers/Directors of Spa
• Head of Spa Operations
• Brand and PR
• ESPA Customer Service
• Credit Control & Finance
• Training Department
What's in it For Me?
Career Development
• Access bespoke development programmes that have been designed and developed by our in-house L&D team.
• Continued development through our upskilling programme that is delivered in partnership with an industry-leading training provider.
Enhanced Leave
• 25 days annual leave plus bank holidays.
• Don't want to work on your birthday? We don't either! Enjoy your day off on us!
• Enhanced maternity and paternity pay, depending on length of service.
• Up to 10 days compassionate leave.
• Buy back up to 3 days each year.
• Unlock 2 days volunteer leave after 12-months.
Wellbeing Support
• Access face-to-face and virtual appointments with our in-house GP.
• Access our in-house CBT therapist.
• Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa.
• State-of-the-art on-site gym.
• Access to our on-site physio.
Other Perks
• Save up to 12% on the cost of personal tech through our salary sacrifice scheme.
• Subsidised bus pass from Manchester City Centre to our ICON office.
• Up to 50% staff discount on THG brands.
• On-site staff shop.
• Access to on-site barber.
• Know someone who would be perfect for THG? Refer them and get up to £1000 when they pass their probation.
• Anniversary gifts when you hit 5 and 10 years of service.
#LI-Remote
THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.
THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.
Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further
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