Spa Therapist/Sales Ambassador
In this hybrid Spa Therapist/Sales Ambassador role you bring Lush’s Leadership Practices into all elements of your business interactions with customers, fellow staff, and operations: Be Real, Be Curious, Lead Fearlessly, Adapt and Evolve, Grow Talent, and Live with Purpose. You are an expert in product and brand knowledge and provide exceptional customer consultations and spa treatments.
You cultivate strong team relationships and contribute to the overall shop excellence in both sales and spa operations. On the shop floor, you consistently surpass daily sales goals while creating a fun and inclusive team environment that keeps customer coming back for more.
As part of the Spa team, you provide an excellent client experience by ensuring each client experiences best in class treatment of one of Lush’s full catalog of spa services. This requires a strong commitment to strong product and brand knowledge, positive team relationships, and participation in overall shop and spa operational excellence.
Lush values people that can adapt and evolve to the needs of our business, analyze and interpret opportunities and translate strategy into behaviors which drive sales and improve profit. Our Lush employees live with purpose, finding their personal value connection with the values of our business, bringing their work and life paths into one holistic journey.
Responsibilities:
Customer Experience & Sales:
- Customer Experience: Consistently deliver a world-class customer experience to every customer who walks through our doors. Connect with customers and identify their needs by listening attentively and asking open-ended questions. Show off our amazing products by demonstrating their unique benefits and features. Seek opportunities to make customers' day and leave the world Lusher than we found it.
- Customer Service: collaborate with your team on plans to exceed daily sales goals and ensure a unique customer experience that makes every client feel welcome, meets their needs and makes their day.
- Lead spa treatment preparation and delivery of full catalog of spa services
- Performs best in class treatments to ensure an outstanding customer experience
- Provides guidance and treatment information to customers throughout spa experience
- Building the Brand: educate our clients on our brand values, and articulate our position on Fighting Animal Testing, Freshest Cosmetics, Ethical Buying, 100% Vegetarian, Handmade, and Naked Packaging through community engagement and other traffic-driving initiatives.
- Product Passion: Continually expand your product knowledge with ongoing learning and diving deep into all things Lush. Stay up-to-date on our products, ingredients, and unique benefits to make informed product recommendations for every customer's needs.
- Driving Sales: Utilize StoreForce dashboard results and seek feedback to exceed sales goals. Own results and actively work to grow your contribution to the store’s overall sales.
- Staying up to date on training for new products and treatments to drive sales.
Team Involvement:
- Development: Utilize Lush resources to develop effective sales techniques and product knowledge to improve your performance, support the growth of your team, and increase sales. Take ownership of your development, assess your performance, and actively seek feedback, resources, and opportunities to improve and elevate your skills, knowledge, and abilities.
- Diversity, Equity, Inclusion, and Belonging: Encourage open communication and actively listen to team members’ perspectives related to diversity, equity, inclusion, and belonging (DEIB). Foster a sense of belonging by promoting teamwork, encouraging collaboration, and recognizing and valuing each employee's unique contributions.
Operational Excellence:
- Policies and Procedures: Keep your spa compliant and ensure you are practicing company standards on the shop floor and within the treatment rooms along with ensuring product integrity, respectful workplace, and health and safety. Ensure you are practicing company standards for opening and closing, respectful workplace, and health and safety.
- Stock and Inventory: Supporting inventory best practices and abiding by fresh standards and rotation rules and support management as needed with inventory tasks.
- Visuals and Merchandising: Take pride in a clean and beautiful work environment and follow the merchandising and design standards to provide a consistent customer experience and drive sales. Utilize Visual Merchandising guidelines to make real-time adjustments to product displays based on sales to improve the customer experience.
- Time and Attendance: Be punctual, reliable, and present at work. Actively participate in teamwork, prioritize your wellbeing by taking breaks when necessary, and keep up-to-date with company news and updates.
Qualifications:
Required:
- 1-2 years massage therapist experience in spas and wellness locations with strong understanding of spa and wellness business processes and opportunities
- Ability to learn and administer full catalog of spa treatments on offer
- Excellent customer service skills
- Knowledge and interest in skincare, natural beauty and ethical business
- Ability to work flexible hours to meet business needs including holidays, evenings and weekends
- Passionate about all things wellness, and delivering the ultimate engaging client experience
- Outstanding customer service mindset with ability to create meaningful customer experiences
- Proven manual dexterity ability
- Proven customer/client consultation experience
- Experience working in a team environment
- Flexibility to adapt to changing situations and priorities in a fast-paced environment
Preferred:
- Experience with consultation-based customer service models
- Spa therapy/massage therapy qualification or certification preferred
- Experience in cross cultural collaboration and DEIB or social justice training
- Fluency in Mandarin, Spanish, French or other languages
- Experience supporting promotional/special events within the community
- Strong problem-solving skills to address issues that arise in day-to-day operations
Robson Street
$20—$23 CAD
