Store Manager - Pheasant Lane

Lush Handmade Cosmetics•Nashua, NH

About The Position

The Store Manager leads a Lush retail shop and embodies the company’s core values while overseeing the customer, staff, and operational experience. The role manages the retail business, including budgets, sales targets, business planning, and key performance indicators, while fostering a strong customer experience, staff experience, and operational excellence. The Store Manager recruits, trains, and develops the team, supports employee career growth, and assesses their own performance while seeking feedback and development opportunities. The role advances Lush’s brand values—including Fighting Animal Testing, Freshest Cosmetics, Ethical Buying, 100% Vegetarian, Handmade, and Naked Packaging—through customer and staff education, community engagement, and initiatives that drive shop traffic. It also promotes an inclusive workplace, supports staff wellbeing and performance, and ensures compliance with company policies, inventory and merchandising standards, scheduling requirements, and 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.
Strong record of developing retail staff careers.
Proficiency in Excel and Microsoft Suite, and adaptability to other systems as required.
Experience in cross-cultural collaboration and DEIB or social justice training.
Fluency in Spanish, French, or other languages.

Responsibilities

Collaborate with the team on plans to exceed daily sales goals and deliver a unique, inclusive customer experience.
Educate customers and staff on Lush’s brand values and communicate the company’s position on Fighting Animal Testing, Freshest Cosmetics, Ethical Buying, 100% Vegetarian, Handmade, and Naked Packaging through the shop, community engagement, and traffic-driving initiatives.
Continuously build product knowledge and provide informed product recommendations.
Use business metrics and reports to develop and execute business plans aligned with the American business strategy, improve KPIs, and achieve short- and long-term sales goals.
Coach and develop team members by creating development plans, encouraging use of Lush learning tools, coaching behaviors, and providing constructive feedback.
Prioritize diversity, equity, inclusion, and belonging training and initiatives and collaborate with the team on solutions that promote equity and belonging.
Assess performance concerns using analysis, experience, and perspective; create action plans to improve staff engagement and approach concerns with empathy and consideration of personal circumstances.
Recruit and select a diverse team, follow equal employment opportunity practices, provide transparency and equity in interviews and promotions, and support staff career development.
Ensure shop compliance with company standards and training covering time and attendance, breaks and meals, product integrity, respectful workplace, anti-harassment and anti-discrimination, health and safety, and daily communication, while staying within budget.
Train the team on stock standards and rotation rules; manage ordering and use inventory reporting tools to plan and manage orders, inventory, and waste within the allocated budget.
Create and execute merchandising plans to improve KPIs; maintain a clean and appealing work environment and ensure merchandising and design standards are followed.
Schedule sufficient staff with appropriate skill levels for peak periods, ensure breaks and meals are properly allocated and recorded, and maintain staff wellbeing and payroll accuracy within the labor budget.
Recruit the team and train and develop the management team and wider team on brand, product, and service.