International Spa Operations Associate | ESPA

at  THG

ABOUT THG

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.

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.

Please refer the Job description for details