ABOUT US:
Townhouse was created with a single goal: to disrupt and reinvent the global nail salon industry. We are the fastest growing beauty brand in Europe with 40+ salons globally, and we are driven by a passionate and disruptive team to achieve our mission. We’ve brought together a world-class team from a wide range of industries. As we continue to expand, we need brilliant people (like you!) to help bring the Townhouse brand to life across the world.
ABOUT THE ROLE:
We’re
looking for an Cluster Manager to oversee 2 salon locations in Los Angeles,
building a high-performing, profitable cluster and driving the development of
your people and demonstrating high operational standards.
This is a hands‑on, commercially driven role where you’ll combine data‑led decision
making with strong people leadership to build a high‑performing, profitable
cluster. You will be accountable for driving revenue,
team performance, recruitment, and ensuring an exceptional guest experience is
delivered.
This is a field-based role, ideal for an empowering leader who is results-oriented leader,
people focused and strives for operational excellence. With expansion into the
US a key strategic focus for the future of Townhouse, this role plays a pivotal
part in shaping Townhouse’s global presence, ensuring our salons consistently
set the benchmark for treatment quality, service and operational excellence.
KEY RESPONSIBILITIES
Commercial
- ·Fully accountable for revenue
and EBITDA performance of a two-salon cluster, delivering and exceeding budget.
- ·Identify
and create revenue opportunities through effective diary management, reviewing
utilisation and product sales growth.
- ·Drive membership growth, local
store marketing initiatives and community partnerships to build recurring and
incremental revenue.
People
- ·Lead, coach and develop Salon
Managers and teams to deliver high performance, strong engagement and
best‑in‑class standards.
- ·Own end-to-end recruitment in
your market, ensuring proactive talent pipelines and the headcount needed to
support growth.
- ·Build a strong succession
pipeline, through Talent Mapping and consistent training. Address underperformance
effectively to maintain a high-performing culture.
Customer
- ·Own the full guest experience,
maintaining +4.8 ratings across Zenoti, Google and Yelp.
- ·Analyse guest feedback trends to
drive continuous improvements and resolve escalated feedback efficiently.
- ·Ensure flawless execution of
service protocols and a consistent luxury experience across the cluster.
Operations
- ·Ensure operational excellence
across both salons, including diary optimisation, labour, compliance, and
brand-standard execution.
- ·Maintain a high standard of
treatment quality, salon presentation and health & safety standards through
regular site visits.
- ·Support franchise operations
locally, showcasing Company Controlled salons as the benchmark for Townhouse standards
and expectations.
ABOUT YOU
- Proven experience in
multi – site management, all backgrounds welcome.
- Have strong commercial awareness,
knowledge and understanding of the wider beauty industry.
- Strong leadership and team management skills, with a comprehensive understanding for HR
process and procedures.
- Demonstrate an ability to drive high levels of
customer satisfaction and experience
- Knowledge of health and safety, compliance and operations procedures in a retail/hospitality
environment.
- Previous experience in luxury nail care is a plus, but not essential.
LOCATION
This role will be Los Angeles based, with national and international flexibility required
subject to business needs. Your time will be onsite split between the two LA salon sites.
EMPLOYEE BENEFITS
-
Training
& Development – One week with our training team before progressing into
salon, consistent on the job training and learning new nail art
techniques, and development opportunities to advance your career within
the Townhouse.
-
Private
healthcare, vision and dental care – After 90 days of service, Townhouse will pay 70%
of the premiums for health, dental and optical care.
-
20+
paid days off (more the longer you stay!) – Relax and recharge with up to
20 days of paid time off, equating to circa of $4,000 per year of fully
paid days off.
-
401k – After 90 days of service,
Townhouse will match your contribution to your 401k plan, up to 3% of your
base salary
-
Employee
Discount –
75% off treatments for you & close family
-
Birthday
pamper party – During
your birthday month, bring a friend for a free signature manicure/pedicure
and a glass of bubbles!
EQUAL OPPORTUNITIES
We’re proud
to be an inclusive employer. We welcome applications from all backgrounds and
are committed to creating a diverse, supportive, and empowering workplace.
