Spa Business Manager in Norwich

We are an independent department store established over 250 years by the Jarrold family and very proud to have been awarded the coveted Drapers Award for the 'Best Independent Department Store' for the second year running! Because we are independent, all the decisions for the store are made right here in Norwich, so we know our customers and our customers know us. As an organisation, we truly live by our values and when you are a Jarrold's colleague, it genuinely feels like being part of one big family. Whatever the day brings we are 'in it' together!

The Spa Business Manager will play a key role in shaping and growing The Retreat within the Jarrolds business. This is a unique, hybrid position that blends hands-on day-to-day spa management with exciting commercial leadership. You'll be the driving force behind creating an exceptional guest experience, bringing in new clients, increasing footfall and developing fresh opportunities for growth.

You’ll work closely with our Head Therapist, who supports with treatment quality and team development, while you focus on operations, reputation, innovation and overall business performance. This role is a fantastic opportunity for someone who wants the opportunity to build and shape a premium spa-style destination as part of an established brand. If you are creative, forward-thinking and ready for an exciting new challenge, this could be the role for you!

The Retreat is our boutique spa-style haven tucked within the Jarrolds store —a calm, private environment offering high-quality treatments including massage, facials and nail services. We’re dedicated to delivering exceptional personal service, beautifully curated treatments and a luxurious, soothing atmosphere.

We’re now looking for an entrepreneurial, hands-on leader who can help us take The Retreat to the next level—enhancing its reputation, expanding its reach and driving long-term commercial success.

• Oversee all daily operations of The Retreat, ensuring a consistently exceptional client experience.
• Lead and motivate a team of therapists, supported by the Head Therapist, to maintain high standards of service and professionalism.
• Take ownership of revenue targets and financial performance, including budgets, spending and profit margins.
• Drive customer acquisition, maximise bookings and improve client retention rates.
• Continuously review and enhance the treatment menu, packages and pricing.
• Innovate how the space is used and implement improvements to elevate the overall brand experience —introducing new ideas, services or experiences that increase revenue.
• Build and evaluate B2B opportunities (corporate packages, local partnerships, brand collaborations etc.).
• Organise events, seasonal promotions, membership/loyalty programmes and marketing activations.
• Collaborate with the marketing team to develop The Retreat's social media presence.
• Build partnerships with complementary brands, local businesses and community organisations to drive footfall.
• Monitor customer feedback, treatment quality and service consistency.
• Regularly evaluate competitor offerings and industry trends to keep our service relevant and innovative.
• Ensure compliance with health, safety and treatment protocols.

• A natural commercial mindset with a track record of driving revenue and customer growth.
• Ideally, experience in spa or wellness management.
• Strong leadership skills with the ability to inspire and develop a team.
• Confident working with budgets, financial targets and reporting.
• Understanding of social media or brand marketing.
• A passion for wellness, beauty and luxury service environments.

At Jarrolds we truly value our colleagues, and we try to make sure everyone who works here feels well looked after. These are some of the many great benefits you will have access to when you join us:

• Competitive salary of £30,000 - £34,000 per annum, depending on experience
• Generous colleague discount for our stores
• Free colleague car park within walking distance of our main store
• Free bicycle storage
• Wellbeing: employee assistance programme.
• A generous (optional) working wardrobe allowance to buy clothes to wear for work
• Exclusive local discounts on a range of local restaurants and shops.
• One paid volunteering day per year.

We’re proud to support inclusive hiring practices that celebrate diversity, promote equal opportunities, and ensure fairness for all.

Closing Date: 6th February 2026

Please note that we may close this vacancy early if we receive a high volume of applications.