Store Manager - Pheasant Lane

Lush•Nashua, NH

About The Position

The Store Manager at Lush leads the shop team and oversees all aspects of the retail business, including budgets, sales targets, customer experience, staff experience, and operational excellence. The role embodies Lush’s values, builds product and brand knowledge, and supports the development of the management team and staff. The Store Manager recruits, trains, coaches, and develops employees, while creating an inclusive workplace and delivering a distinctive customer experience. They use business metrics and inventory tools to develop and execute plans that improve performance, maintain appropriate stock, reduce waste, and meet sales and budget goals. The position requires flexible availability, including evenings, weekends, and holidays.

Requirements

3–5 years of management experience in a retail environment.
Strong human resources skills in hiring, scheduling, training, conflict resolution, and performance management.
Excellent listening and communication skills.
Excellent analytical, critical-thinking, and troubleshooting skills.
Excellent organization and time-management skills.
Strong customer service, supervisory, and sales skills.
Knowledge of and interest in skincare, natural beauty, and ethical business.
Ability to work flexible hours, including holidays, evenings, and weekends.

Nice To Haves

Experience with consultation-based customer service models.
Ability to develop and train staff through positive coaching and feedback.
A strong record of developing retail staff careers.
Proficiency in Excel and the Microsoft suite, and adaptability to other systems.
Experience in cross-cultural collaboration and DEIB or social justice training.
Fluency in Spanish, French, or other languages.

Responsibilities

Recruit team members and form teams with an appropriate and diverse mix of styles, perspectives, and experience.
Train and develop the management team and staff in brand, product, service, and company standards.
Collaborate with the team on plans to exceed daily sales goals and deliver an inclusive customer experience.
Educate customers and staff about Lush’s brand values and positions, including Fighting Animal Testing, Freshest Cosmetics, Ethical Buying, 100% Vegetarian, Handmade, and Naked Packaging.
Build product knowledge and make informed product recommendations.
Use metrics and reports to develop and execute business plans aligned with American business strategy and sales goals.
Coach and develop staff through development plans, learning tools, feedback, and career support.
Promote diversity, equity, inclusion, and belonging through training, initiatives, and collaboration with the team.
Address performance concerns thoughtfully, support staff engagement, and create action plans.
Ensure compliance with company policies and procedures, including time and attendance, breaks and meals, product integrity, respectful workplace, anti-harassment, anti-discrimination, health and safety, and daily communication.
Train staff on stock standards and rotation rules; manage ordering, inventory, and waste within the allocated budget.
Create and execute merchandising plans, maintain shop cleanliness and appearance, and ensure design standards are followed.
Schedule appropriate staffing and skill levels for peak times, record breaks and meals, support staff wellbeing, and maintain payroll accuracy within the labor budget.
Assess personal performance and seek feedback, resources, and development opportunities.