Spa Therapist - Robson St.

Location: Vancouver, BC

As a Spa Therapist, 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. 

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.

The Spa Therapists support their spa teams as needed in all business areas but especially those that drive sales and support an excellent client experience; this requires a strong commitment to strong product and brand knowledge, positive team relationships, and participation in overall shop operational excellence.

Responsibilities: 

Customer Experience & Sales: 

• 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: increase the depth of your product knowledge through constant learning and consistently make informed and product recommendations for every need. 
• Driving Sales: Building rapport and engaging with customers on the shop floor and via community networking to promote spa treatments. 
• Staying up to date on training for new products and treatments to drive sales.

Operational Excellence: 

• Policies and Procedures: Keep your spa compliant and ensure you are practicing company standards within the treatment rooms, product integrity, 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. 
• Time and Attendance: show up on time and ready to support your team, take breaks for your wellbeing, and review daily communications to stay in the know. 

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
• Knowledge and interest in skincare, natural beauty and ethical business 
• Ability to work flexible hours to meet the needs of the shop 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 

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