About This Role
The Center Manager is responsible for leading all aspects of an EWC center to deliver an exceptional guest experience while achieving financial and operational goals. This role leads, coaches, and mentors a high-performing team of Guest Service Associates and Wax Specialists, ensuring brand standards, operational excellence, and a positive, results-driven culture. A successful Center Manager leads from the front, present on the floor, engaged with guests and associates, and accountable for performance, culture, and results.
Responsibilities
- Ensure every guest receives a welcoming, memorable, and elevated experience at every visit
- Model and coach consistent guest service behaviors that build trust, loyalty, and long-term relationships
- Create guest intimacy through every interaction, encouraging referrals and repeat visits
- Ensure all guest transactions are handled efficiently, professionally, and with warmth
- Coach associates to become experts in packages, services, and retail products to build guest confidence and drive results
- Own center performance and consistently meet or exceed sales, service, and retail goals
- Manage productive shifts and floor coverage to maximize sales opportunities
- Communicate daily, weekly, and monthly goals clearly to the team
- Use KPIs to drive decision-making, including but not limited to: Net Sales, Service Dollars per Guest, Retail Conversion & Units per Transaction, Package Conversion, Guest Retention, Labor Efficiency, Turnover
- Celebrate wins and provide timely, constructive feedback; administer Performance Improvement Plans fairly and consistently when needed
- Recruit, interview, hire, and retain top talent using company talent filters
- Maintain an active talent pipeline and fill all open positions within 30 days
- Coach and mentor associates for current performance and future growth opportunities
- Create a culture of learning by executing training programs and reinforcing sales, service, and product knowledge
- Motivate and inspire associates to take ownership of their performance and pride in their work
- Maintain an open, respectful environment where associates feel heard and supported
- Demonstrate strong written and verbal communication with associates, guests, peers, and Corporate partners
- Ensure all visual merchandising and marketing initiatives are executed according to brand standards
- Maintain compliance with planograms, promotions, and visual directives
- Ensure the center is clean, organized, fully stocked, and guest-ready at all times
- Uphold all brand presentation, cleanliness, and visual standards consistently
- Ensure full compliance with company policies and the Center Operations User Guide
- Manage schedules, labor, and daily tasks to meet business needs
- Oversee inventory, minimize loss and waste, and ensure accurate product levels
- Utilize Strut to support brand alignment and best practices
- Ensure all safety standards are followed to maintain a safe work environment
Requirements
- Deep understanding of the EWC business and ability to leverage KPIs to drive results
- Guest-first mindset with a passion for building loyalty and long-term relationships
- Strong coach and mentor who leads by example and develops others
- Self-motivated, accountable, organized, and professional
- Collaborative leader who encourages fact-based solutions and celebrates team success
- Adaptable and solution-oriented, willing to take smart risks in partnership with leadership
- Ability to work a flexible schedule, including nights, weekends, and holidays, based on business needs
- Expected to maintain a strong floor presence, with scheduled front of house shifts to support and lead by example
- Ability to stand and work on the floor for extended periods
- Ability to climb, reach, bend, and lift up to 30 lbs frequently and up to 50 lbs occasionally
- Ability to operate a POS system
- Ability to communicate effectively in written and verbal form
Benefits
- Discounted waxing services and retail products
- Performance bonuses
- Employer-paid basic life and AD&D insurance
- Employer-subsidized health insurance and other supplemental insurance offers
- Paid Time-Off (increases with tenure)
- Employee referral and guest referral programs
About the Company
European Wax Center is a nation-wide company that provides professional waxing services to anyone looking to flaunt smooth skin. Our facilities are modern, clean, and sanitary and include private suites. Our specialists are licensed and trained to deliver an exceptional wax experience.
