Overall Job Purpose

To lead and elevate the Bamford treatment offering at the Flagship Bamford Haybarn Spa in the Cotswolds, ensuring best-in-class protocols, exceptional therapist capability, and a seamless, holistic guest experience aligned with brand philosophy and commercial goals.

Main Responsibilities

Treatment Leadership & Standards

1. Lead the development, refinement, and evolution of all treatment protocols in line with Bamford’s holistic and results-driven approach.
2. Ensure consistency, precision, and excellence in treatment delivery at Bamford Haybarn Spa, Cotswolds.
3. Act as the senior technical authority for advanced treatments and complex guest consultations.
4. Uphold and continuously elevate service standards, rituals, and overall guest experience.
5. Ensure full integration of product knowledge into all treatments and guest journeys.

Training & Development

1. Lead structured training programs for new protocols, product launches, and refresher sessions.
2. Ensure all therapists are trained to deliver treatments to the required brand standard.
3. Develop and implement clear CPD pathways in collaboration with Head of Spa and Education.
4. Mentor and develop therapists, identify training needs, and support ongoing performance development across teams.
5. Ensure alignment with international training teams for global consistency.

Team Management & Capability

1. Support recruitment, onboarding, and development of the therapist team.
2. Conduct regular skill assessments, performance reviews, and development plans.
3. Work closely with spa management teams to maintain high performance and engagement.
4. Ensure compliance with all qualifications, regulatory, and safety standards.

Service Delivery & Brand Experience

1. Champion a seamless end-to-end guest journey from consultation through to post-treatment care.
2. Embed consistent service language, rituals, and emotional touchpoints.
3. Ensure alignment between treatment experience and retail storytelling.
4. Maintain exceptional presentation, professionalism, and brand standards at all times.

Operational Oversight

1. Oversee professional stock ordering and management across all spa locations.
2. Maintain a balanced approach to stock, maximizing availability while minimizing waste.
3. Ensure all treatment rooms, equipment, and tools are maintained to the highest standard through regular audits.
4. Deliver treatments as required to maintain connection to the guest experience.

Commercial & Strategic Contribution

1. Support retail performance through strong product integration and therapist engagement.
2. Drive cross-selling through confident product knowledge and service delivery.
3. Provide feedback on therapist and guest insights to inform product development and innovation.
4. Contribute to overall spa performance through improvements in service, training, and experience.
5. Support wider business initiatives, events, and brand activations where required.

Core Generic Skills

Building Relationships

1. Clear communicator with full team, using initiative to continually inspire and motivate them.
2. Builds effective working relationships and communication both internally and with external suppliers.
3. Establishes effective working relationships at all levels.

Social & Environmental Impact

1. Bring our purpose to life by driving meaningful social and environmental improvements, contributing to our journey as a B Corp, and aligning with our sustainability vision.
2. Inspire and empower our customers, suppliers, and partners to live and work more consciously, creating a lasting positive impact on the world.

Planning & Organising

1. Works at pace to get results in a timely manner.
2. Builds a short and medium-term plan and can modify based on changing needs.

Problem Solving

1. Finds solutions to problems and issues by identifying root causes.
2. Gathers information and data to help make rational decisions.

Personal Growth

1. Takes ownership of own learning and takes action to learn and grow.
2. Steps outside own comfort zone to learn new things.
3. Shares own knowledge and expertise to help develop others.