Store Manager - Somerset Collection

Lush Handmade Cosmetics•Troy, MI

About The Position

The Store Manager leads a Lush retail shop and embodies the company’s values while overseeing the store’s people, customer experience, sales, and operations. The role is responsible for recruiting and developing the management team and staff, managing budgets, and meeting sales targets. The manager fosters an inclusive environment and strong customer and staff experiences while pursuing operational excellence and personal development. The Store Manager builds the brand through customer and staff education, product knowledge, community engagement, and traffic-driving initiatives. They develop and execute business plans aligned with the American business strategy, using sales metrics and reports to improve KPIs and achieve short- and long-term goals. The role also oversees staff development and performance, inclusive hiring and team practices, shop compliance, inventory and ordering, merchandising, scheduling, and payroll accuracy. The manager ensures staff are trained on company standards and that the shop operates within its allocated budgets.

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 to meet shop needs, 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 track 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 and select a diverse team using transparent and equitable interview and promotion practices.
Train and develop the management team and staff on the brand, products, service, and company standards.
Collaborate with the team on plans to exceed daily sales goals and provide 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.
Develop and execute business plans aligned with the American business strategy to improve KPIs and achieve sales goals.
Coach and develop staff through development plans, learning tools, constructive feedback, and guidance on behaviors.
Prioritize diversity, equity, inclusion, and belonging training and initiatives and work with the team on solutions that promote equity and belonging.
Address performance concerns with empathy, consider personal circumstances, and create action plans to improve staff engagement.
Ensure shop compliance with company policies and procedures, including time and attendance, breaks and meals, product integrity, respectful workplace, anti-harassment and anti-discrimination guidelines, health and safety, and daily communication.
Train and equip staff to follow stock standards and rotation rules; manage ordering, inventory, and waste using inventory reporting tools and action plans within budget.
Create and execute merchandising plans to improve KPIs and ensure the team follows merchandising and design standards and maintains a clean, beautiful work environment.
Schedule appropriate staffing and skill levels for peak times; ensure breaks and meals are allocated and recorded appropriately while staying within the labor budget.
Assess personal performance and seek feedback, resources, and opportunities for growth and development.