Senior Therapist (Internal Applicants only) in Cardiff

Please note, this is currently an internal-only opportunity.

Location: You will supervise one spa, which will be your usual place of work. From time to time, you may be required to work in other stores, or to travel to training sessions, cover treatments in other spas, meetings or events - which may require an overnight stay. Working from home isn’t permitted.

Reports to: Store & Spa Manager

Job Overview: Are you passionate about Lush products and delivering exceptional spa experiences? Are you a confident leader with strong operational and team management skills? As a Senior Spa Therapist, you will support the Store & Spa Manager in delivering the vision and daily operations of the spa. You will lead by example, ensuring every client receives a 5-star experience while driving occupancy, sales, and team development. You will be responsible for supervising therapists and receptionists, ensuring all Lush treatments are consistently available, and coordinating training to meet business demands. You will act as a brand ambassador, embodying Lush’s ethical values and commitment to outstanding customer experience.

Key Responsibilities

• Maximise spa occupancy through effective scheduling.
• Train and motivate shop floor teams to promote and sell spa vouchers.
• Support and deliver internal and external spa events.
• Perform treatments in line with business needs (minimum 80-90% of contracted hours).
• Ensure all treatments are bookable daily and availability is clearly displayed.
• Maintain spa menus, vouchers, and signage to a high standard.
• Collaborate with local non-spa stores to drive voucher and product sales.
• Responsible for Spa Ambassador training locally.

Team Leadership

• Lead from the front, delivering exceptional spa and shop floor experiences.
• Lead therapists to perform outstanding experiences and increase spa product sales.
• Create strong communication systems across spa and store teams.
• Support new therapist onboarding and receptionist training.
• Provide top-up training and injury prevention guidance, BAB and Spa Party training (minimum 2 years massage experience required).
• Support recruitment of therapists and receptionists.
• Promote wellbeing and foster a respectful, supportive team culture.
• Ensure high standards are maintained and all staff adhere to them.
• Attend and contribute to regular performance reviews with the Store & Spa Manager.

Operations

• Support day-to-day spa operations including rota management, booking adjustments, and absence management.
• Support the Store & Spa Manager with recruitment.
• Complete product, laundry, stock, and equipment orders accurately and on time.
• Maintain high standards across treatment rooms, reception, shop floor, and back-of-house areas.
• Ensure compliance with company policies, procedures, and data privacy requirements.
• Keep up to date with spa and business communications.
• Assist with training schedules and treatment development plans.

Development

• Take ownership of your professional growth and career goals, actively seek feedback and development opportunities, identify skill gaps and pursue learning opportunities, and use coaching, meetings, and reviews as tools for continuous improvement and development.

Skills, Knowledge and Expertise

• 2 years proven experience working within the spa industry and delivering exceptional luxury Spa treatments (at Lush or outside of Lush).
• NVQ Level 3 qualification in Beauty Therapy or equivalent in Holistic Therapy, which includes full-body massage.
• A supportive leader, working closely with the Store Manager and Management Team to execute the vision for the Store and Spa.
• Someone passionate about representing the LUSH brand, ethics, experiences and products both on the shop floor and in the spa.
• Someone passionate about customer experience in service, treatments, recruitment and sales.
• You will confidently curate a Day-Making atmosphere by leading by example.
• A manager with a can-do attitude, who adapts to the spa, shop floor and business needs as they arise.
• A strong collaborator with the wider business and support roles.
• A confident networker who is always looking for opportunities to expand our community across Wales and the South West.
• An excellent communicator that thrives in a fast paced environment, working efficiently and effectively on a busy high street shop floor.
• Someone passionate about giving feedback to all members of the team to grow and develop the business.
• Someone who is eager to drive the spa to be profitable through setting stretching but achievable goals and strategy plans alongside senior management.
• Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines.

Diversity matters

We are building a brand that represents the people of the world. It’s what you do that counts, and we are always looking to expand perspectives and voices to shape our future. We see you, we celebrate you, we want you!

Who are we looking for?

We are seeking an inspiring, and motivational decision maker to step into a Senior Therapist role at Lush Spa Cardiff. As a £3.2m turnover shop and spa, we see high footfall, with a mixture of regulars and tourists to Cardiff. As a top 10 UK store and spa, our management team is pivotal in supporting our team in delivering 5* customer experience and spotting opportunities to build sales. There's lots to keep up with and resilience in a fast paced ever changing environment is key to success in the role. Our last spa mystery shop was 92% so we want our new senior therapist to guarantee that 100% experience is offered to every client from entrance into the shop and throughout their time in the spa.

As a spa store, we want to be leading the way with an Art of Service award too- could you be the reason we achieve this goal? We need our management team to show an eagerness to learn by asking for support if something comes up they haven't dealt with before, as well as showing initiative and tackling problems in the moment. We’re looking for a Senior Therapist who understands that people are at the heart of what we do, ensuring our space provides both the ultimate staff and customer experience. From celebrating the wins, supporting development and having those hard conversations you will work alongside the rest of the management team to build a full team who meet our vision. We want to see you confidently giving coaching and validation to the team and seeing this actively being delivered on the shop floor to drive sales through the management trifecta (VM and standards; Coaching and Feedback and Atmosphere). A passion for business building is a must as you'd be responsible for spotting opportunities on a daily basis as well as building strategies to drive the business forward and increase sales.

SHOP AND SPA VISION

A team of happy decision makers, problem solvers, and ethical high street experts who confidently host beautiful and luxurious experiences, that make us a top shop and spa for profit. A team who uplift each other, finding joy in their work in fighting against animal testing and building community through Welsh heritage.