Retail Sales Manager

New York, NY

COMPANY OVERVIEW

Trilogy Spa Holdings is a professional spa management company dedicated to creating and operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. We currently operate spas in Arizona, California, Colorado, Florida, Hawaii, Nevada, New York, Puerto Rico, and Texas, where there is an enormous opportunity for growth for passionate individuals.

Trilogy inspires those who provide, “Flawless service: Every Guest, Every day.”

We pride ourselves on creating a culture where employees feel valued, appreciated, and take pride in coming to work.  As such, desired candidates seek to be a Partner at Trilogy, not merely an employee. If you are driven to succeed and proud to serve others, we want you as part of our team!

JOB SUMMARY

The Retail Sales Manager is responsible for driving the Guerlain Boutique sales by providing the best-in-class luxury client experience for all brand axes (skincare, makeup, and fragrance) to establish long term relationships. Inspire and influence the Guerlain Selling Ceremony by acting as a brand ambassador through coaching and developing the Boutique team. Responsible for executing the business strategies and providing on-site retail sales support as developed by Trilogy and Guerlain. This support is achieved through continuous training and motivation of Beauty Advisors and Selling Specialists, assisting in planning and executing all special event programs, and providing consistent communication with all partners.

ESSENTIAL FUNCTIONS

  • Adhere to TRILOGY’s “Flawless Service, Every Guest, Every Day” philosophy and Spa policy and procedures.
  • Anticipate guest needs and uphold Spa and TRILOGY’s service standards for guest service, including FORBES 5 Star criteria.
  • Interact cooperatively and professionally with guests and spa team, demonstrating respect, sensitivity, and attentiveness, following all company guidelines.
  • Onsite liaison to Hotel and Guerlain teams to build cohesive brand partnership.

Act as a Guerlain Brand Ambassador 

  • Embody and communicate Guerlain’s savoir-faire, heritage, and values.  
  • Be an expert; embody a client-oriented mindset and promote the vision of luxury and modernity. 
  • Create strong relationships with key business partners, in stores, spa, and hotel. 
  • Provide regular feedback to the Managing Director and contribute by sharing best practices with other Guerlain retail locations and counterparts. 
  • Maintain and grow a client base by utilizing a Customer Retention Management (CRM). 
  • Perform sales analysis and propose actions for improvement in partnership with the Managing Director. 
  • Stay current with market trends.  
  • Propose and implement clienteling methods to build long-term relationships.  
  • Identify and analyze strengths and opportunities within the boutique and create action plans to grow the business in partnership with the Managing Director.   

Manage the Guerlain Boutique  

  • Achieve established retail and net sales goals as set forth by Trilogy.  
  • Responsible for daily, weekly, and monthly retail sales tracking and reporting.
  • Manage and establish retail goals for all spa and retail team members and work with each Employee Partner on strategy to achieve set goal.
  • Efficiently manage Boutique operations, with a focus on sales analysis and reporting with key KPI, inventory management, and managing shift schedules for team members. 
  • Build and maintain a team of high-performing Beauty Advisors and Selling Specialists, in line with the ambition of Guerlain’s elevated guest experience, assisting the Managing Director with interviews, hiring process, onboarding, coaching, training, scheduling and payroll. 
  • Provide a customized service experience, including offerings exclusive to the Boutique.  
  • Foster long-term relationships and provide ongoing outreach to Spa and Boutique clientele with established sales goals set by management.
  • Manage the communication rollout, planning and execution of store events, in-store setup/animations, product launches, and promotions, alongside the retail store team.
  • Collaborate with Managing Director and proactively provide feedback for continuous improvement. 
  • In partnership with Visual Merchandising, ensure Guerlain’s brand image is properly represented, and all seasonal updates are fully executed, following merchandising guidelines.

REQUIRED EDUCATION AND PREFERRED EXPERIENCE

  • Must have a BS Degree, preferably in a relevant field (Hospitality, Hotel Management, Business Management, Spa Operations).
  • Must have 5+ years’ experience of prestige beauty, fragrance, and/or skincare sales and management experience with a strong understanding of details and service.
  • Prior experience as Business Manager, Sales and/or Training. 
  • Previous Supervisory experience, preferred.
  • Must be polished, professional, and have a strong command of both written and verbal English.  
  • Must be organized, proactive, possess a strong attention to detail and an entrepreneurial mindset to develop the business.
  • Must be proficient in Microsoft Office (Outlook, Word, Excel).
  • Previous experience with Booker, Book4Time, Spa Soft preferred. 
  • CPR and First Aid certified desirable.

BENEFITS/PERKS

  • Medical, Dental and Vision (FTE only) 
  • 401K Matching 
  • PTO – Paid/Holiday Time Off 
  • VTO – Voluntary Time Off 
  • Discounts on Retail Products and Spa Services

COMPENSATION: $90,000 - $105,000 annual + Bonus + Benefits


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