Center Manager

European Wax Center•Collierville, TN

About The Position

The Center Manager leads all aspects of an EWC center to deliver an exceptional guest experience while achieving financial and operational goals. This role leads, coaches, and mentors Guest Service Associates and Wax Specialists, ensuring brand standards, operational excellence, and a positive, results-driven culture. The manager is expected to lead from the front, remain present on the floor, engage with guests and associates, and take accountability for performance, culture, and results. The role oversees guest experience, sales and KPI performance, talent management and coaching, visual merchandising and brand standards, and operational excellence. The Center Manager recruits and develops talent, manages schedules and labor, oversees inventory, supports safety and policy compliance, and ensures the center remains clean, organized, stocked, and guest-ready. The position requires a flexible schedule that may include nights, weekends, and holidays based on business needs, as well as scheduled front-of-house shifts and a strong floor presence.

Requirements

Demonstrated understanding of the EWC business and ability to use KPIs to drive results.
Guest-first mindset and passion for building loyalty and long-term relationships.
Strong coaching and mentoring ability, with a willingness to lead by example and develop others.
Self-motivated, accountable, organized, and professional approach.
Collaborative leadership style that encourages fact-based solutions and celebrates team success.
Adaptable and solution-oriented, with willingness to take smart risks in partnership with leadership.
Ability to work a flexible schedule, including nights, weekends, and holidays, based on business needs.
Ability to stand and work on the floor for extended periods.
Ability to climb, reach, bend, and lift up to 30 lbs frequently and up to 50 lbs occasionally.
Ability to operate a POS system.
Ability to communicate effectively in written and verbal form.

Responsibilities

Ensure every guest receives a welcoming, memorable, and elevated experience.
Model and coach guest-service behaviors that build trust, loyalty, referrals, and repeat visits.
Ensure guest transactions are handled efficiently, professionally, and warmly.
Coach associates on packages, services, and retail products to build guest confidence and drive results.
Own center performance and meet or exceed sales, service, and retail goals.
Manage productive shifts and floor coverage to maximize sales opportunities.
Communicate daily, weekly, and monthly goals clearly to the team.
Use KPIs to guide decisions, including net sales, service dollars per guest, retail conversion, units per transaction, package conversion, guest retention, labor efficiency, and turnover.
Celebrate wins, provide timely constructive feedback, and administer Performance Improvement Plans fairly and consistently when needed.
Recruit, interview, hire, and retain talent; maintain an active talent pipeline and fill open positions within 30 days.
Coach and mentor associates for current performance and future growth.
Execute training programs and reinforce sales, service, and product knowledge.
Motivate associates to take ownership of their performance and pride in their work.
Maintain an open and respectful environment where associates feel heard and supported.
Communicate effectively with associates, guests, peers, and Corporate partners.
Execute visual merchandising and marketing initiatives according to brand standards.
Maintain compliance with planograms, promotions, and visual directives.
Keep the center clean, organized, fully stocked, and guest-ready; uphold brand presentation, cleanliness, and visual standards.
Ensure compliance with company policies and the Center Operations User Guide.
Manage schedules, labor, and daily tasks to meet business needs.
Oversee inventory, minimize loss and waste, and ensure accurate product levels.
Use Strut to support brand alignment and best practices.
Ensure safety standards are followed to maintain a safe work environment.
Maintain a strong floor presence and work scheduled front-of-house shifts.