Spa Operations Support Manager | ESPA

Life at THG Beauty 

We know that beauty isn’t one-size-fits-all. Our portfolio of leading retailers and iconic beauty brands caters to everyone, everywhere, empowering customers all over the world to look and feel fantastic.

By combining our portfolio of owned brands with a marketplace for over 1,300 third-party beauty brands through online retail sites LOOKFANTASTIC, Cult Beauty, and Dermstore, THG Beauty's ambition is to be the global digital partner of choice across the beauty industry, supporting the channel shift to online.

THG Beauty’s breadth of relationships is unique to the beauty market; it engages with brands as a retailer, a brand owner, and a product developer and manufacturer, making it the industry’s digital strategic leader. 

 

Why be a Spa Operations Support Manager at THG Beauty? 

Universally recognised as one of the world’s leading Spa and Skincare Brands ESPA’s inspirational vision and innovative approach continues to shape the Luxury Spa Industry. Working as an Spa Operations Support Manager, you will be a key Ambassador of the ESPA brand and will work directly with the Spas within our APAC portfolio to ensure efficient product orders, managing this process through to delivery at property. 

 

As Spa Operations Support Manager, you’ll:  

• Manage stock orders efficiently by working with THG central teams, sharing proforma invoices, and recommending substitutes for out-of-stock items.
• Oversee end-to-end order processing from placement to delivery, providing timely updates to spa operations and property teams.
• Ensure compliance with credit control checks and resolve issues quickly to avoid delays in order release.
• Maintain training standards by ensuring all accounts provide qualified staff for ESPA treatments.
• Collaborate within the spa division, taking direction from VP Spa Operations to develop skills, learn systems, and stay accountable.
• Understand spa operations holistically, including contracts, billing, financials, marketing, personnel, and training to support business success.
• Deliver exceptional customer satisfaction through effective communication and proactive problem-solving.
• Prioritize tasks and manage time effectively to meet processing timelines and organizational goals.
• Uphold ESPA & THG brand values in all interactions and operational decisions.

 

What skills and experience do I need for this role? 

• Strong customer service background with a focus on customer experience 

• Organised and methodical in ways of working independently. 

• Self-efficient and able to take ownership of daily tasks. 

• Able to demonstrate 5-star email and telephone etiquette  

• Confident with Microsoft Office with a background of working with various IT software   

• Additional languages spoken are beneficial but not a must  

• Able to communicate effectively with key stakeholders such as: Purchasing Managers, Spa Directors and House Keeping Managers and Senior Managers within THG/ESPA 

• Able to communicate with customers and provide marketing support or related materials to support customer retail sales and promotions. 

• Able to keep records of orders processed, marketing materials, credit notes due to customers in an orderly and timely manner.