“We celebrate successes, birthdays and anniversaries of work. It builds a bond and a sense of security” — conversation with Karolina Górniak, Assistant Store Manager at Rituals Port Łódź

Everyday at Rituals

You go out to a place that is beautiful — both in terms of people, products, and the whole environment. Every day you function in an aesthetic, clean, fragrant space.  

Wiktoria Ozimek, Editor-in-Chief Jobs Door: How do you feel about your work at Rituals? What is your daily life like? Are you affected by this beautiful interior, smells? After all, you work with really nice and interesting things that you experience every day. What does it look like in practice?

Karolina Górniak, Assistant Store Manager at Rituals (Port Łódź): That's what makes this job so enjoyable. It is possible to maintain balance in life - you feel that everything is fine, you are happy every day and despite the effort you do not have the feeling that work overwhelms you. You go out to a place that is beautiful — both in terms of people, products, and the whole environment. Every day you function in an aesthetic, clean, fragrant space. It is also very pleasant that customers notice this and often tell us that it has to work great here. That's really nice.

Victoria: And how did your story with Rituals begin? Where did you even come from in this job?

Carolina: The most interesting thing is how I got to her. The brand is Dutch, this year we celebrated our 25th anniversary, and I met her just in the Netherlands, because my sister has lived there for 20 years. When I visited her, she always took me to Rituals — it was her favorite store. Trips to her have always been associated with a visit to this beautiful, boutique place. I was younger at the time, about 10 to 15 years old. There was no such brand in Poland yet, so it was something completely new for me. I told my friends about it, recommended products — I was such a “forerunner”. These visits were special — we washed our hands at the water island, used creams, everything smelled beautiful. It was a moment of relaxation, time with my sister. She always bought something, and I remembered Rituals as something very pleasant and emotional.

Victoria: So did you associate it with a nice, even family experience?

Carolina: Exactly. By the age difference and distance between us, these shared moments were even more special. And the fact that it took place in such a beautiful place only reinforced those emotions. Over time, Rituals cosmetics were also present in our house — we received them as gifts. This is the perfect brand for gifts, so it naturally aroused sympathy in me.

Victoria: It's the same with me — we also exchange Rituals in the family, especially for Christmas. These packages are really beautiful.

Carolina: That's right — this is such a “gift” brand, but also something more. Even young people are happy to come to us. They may not yet know the philosophy of the brand, but they are attracted by the experience itself — smells, textures, atmosphere. This builds in them the habit of taking care of themselves and keeps them coming back. Our products are luxurious but accessible — it is such a pleasure that you can give yourself. 

Victoria: Something between luxury and everyday life.

Carolina: Yeah, exactly.

The way to work at Rituals  

(...) during recruitment, the interviewer offered me a job closer to home. It was very important to me — the first time I felt that someone was thinking about my comfort. 

Victoria: What was it like when you decided to apply for a job?

Carolina: It was spontaneous. I had never thought of Rituals as a workplace before, even though I was also fascinated by the people who work there — always smiling, elegant, empathetic. I loved their looks and uniforms. The breakthrough came when I felt that my previous work was no longer developing me. Before that, I worked as a manager in a restaurant, then I took up floristry — I have my own studio, which I still run today, but more out of passion than full-time. Later I worked in a hotel in Lodz. It was a good place, but at some point I felt like I wanted something more. And then, quite spontaneously, I thought, “I'll check out Rituals.” I went to the career site and saw an advertisement for a new store. I considered different locations, even commutes, but during recruitment, the interviewer offered me a job closer to home. It was very important to me — for the first time I felt that someone was thinking about my comfort. Even at the recruitment stage, I knew it was a good place.

Victoria: And can a person without experience start working at Rituals?

Carolina: Definitely yes. Rituals put a lot of emphasis on people. We have many examples of people who started out as Christmas helpers, and today they are with us in the roles of Customer Advisor, Rituals Expert or Deputy Store Manager. It is possible to develop and advance, commitment and willingness to learn are important.

Team, celebration of successes and values - what defines collaboration?

We celebrate successes, birthdays, anniversaries of work. This builds a bond and a sense of security. 

Victoria: And what does your daily work look like?

Carolina: It is demanding, but it gives a lot of satisfaction. Everything is based on the brand's philosophy — creating rituals and turning everyday moments into something special. Our job is to listen to our customers and help them find a moment of peace. Just entering the store — tea, smells, the opportunity to test the products — gives you a feeling of relaxation. The most important thing is the customer experience, the so-called “feel good experience”. It's not about selling at all costs, it's about making the customer feel good. If that happens, it will naturally come back.

Victoria: This is very evident from the customer's perspective.

Carolina: Exactly. And when it comes to the team, the atmosphere plays a huge role. We take care of relationships, we organize meetings, so-called kick-offs once a month — often in the form of a joint breakfast. We celebrate successes, birthdays, anniversaries of work. This builds a bond and a sense of security. We also have access to an interactive training platform and knowledge base that help you gain information and grow.

Victoria: Sounds very professional.

Carolina: Yes, but at the same time very human. You can ask questions, there is no pressure — Everyone has the space to grow at their own pace. 

Victoria: Is there a moment that you particularly remember?

Carolina: Yes, opening a store. I was in the process from the beginning: from empty shelves to cutting the web. Employees from other cities helped us — it was an amazing community experience. The second important moment was the appearance of my manager — She came back after an illness, after a period of time on leave. As a woman, I especially understood that — this moment of return, of a new beginning. I had heard of her before — I knew that there was such a person and that she was already working for our brand, so she was not an “outsider” who would start from scratch like I did. I had a feeling we were going to work together. And so it happened! It was amazing — surprising on the one hand and very intuitive on the other. As if I felt something and it came true — a bit like a manifestation. It was wonderful. And this is beautifully combined with the Rituals philosophy, because we celebrate each day as a new beginning.

After all, we have the collection The Ritual of Sakura — our bestseller, inspired by the cherry blossom, symbol of a new beginning. In stores we even have a sakura tree as a centerpiece. All of this has made her return and my development in this role very connected. From the moment she joined us, things started to work out even better. At Rituals, the relationship between the manager and the deputy is very important - it should be a duo that supports each other. And in fact it was. Thanks to this, the whole team was also struggling, we attract people like us, so if we work well, then the whole team feels it. Her experience helped me a lot. I felt the brand's philosophy, but it brought order to the processes — it showed me things I didn't know yet. It was a huge development for me.

Meaning of “work with heart and soul”

You have responsibilities, KPIs, targets — it's still a business — but at the same time you feel pleasure. 

Victoria: It is very interesting to listen to it, because I have the impression that you are mainly talking about people and relationships. Even though you have very well organized processes, it sounds like an authentic story, not a rigid work story. I've already imagined your team, your manager — it all has a very “human face”. It's a big asset.

Maybe I'll ask about values — Rituals is strongly committed to well-being, to “work with heart and soul”. What are these values for you and how do they translate into work?

Carolina: The most important thing for me is balance. Rituals as a certified brand B Corp strives for sustainable development and takes great care of people — employees. If we feel good, we pass it on to customers. I came into this job at a time when I needed that balance between work and private life. And here you really do not feel such a “squeeze in the stomach” when you go to work. You have responsibilities, KPIs, targets — it's still a business — but at the same time you feel pleasure. Benefits also play a huge role. For example we have access to free consultations with a psychologist or coach — twice a month. It makes a huge impression. My friends and family are surprised by this, even people with a lot of work experience. This shows how much the brand cares about balance and our inner development — “heart and soul”. Added to that are the little things: fruit at work, coffee, social facilities — someone really cares about your well-being.

And the most important thing is to build rituals. It's about turning ordinary moments into special moments. I also do it privately — I light a candle, I use my favorite scents, I read a book. At work, we translate this into a conversation with the client. For example, someone is looking for a gift for a grandmother - and we do not sell the product, but create a ritual: a candle, a scent, a care. It's more than a gift.

Victoria: That is, Rituals teaches self-care and pleasure — not only for customers, but also for employees.

Carolina: Exactly. And this is very important, because in Poland we often do not know how to afford this pleasure.

Who is working at Rituals for?

The main thing is openness and a positive attitude. The rest can be learned — we have tools, training, team support. 

Victoria: And when it comes to recruiting — is it a job for everyone, regardless of age?

Carolina: Yeah, definitely. Age does not matter. I used to see more older people in this industry, now the teams are younger, but everyone can find their way. It's also a job for men, anyway.

Victoria: What about people from smaller towns, with no experience?

Carolina: There's nothing to be afraid of. The main thing is openness and a positive attitude. The rest can be learned — we have tools, training, team support. It is not necessary to know everything by heart. Knowledge is available, and experienced employees help.

Victoria: So attitude is key?

Carolina: Yes — willingness, openness and faith in what we do. Because we work with people — you have to be hospitable, empathetic. Sometimes the client comes tired, stressed and we can offer tea, a moment of rest. It changes his experience.

Victoria: This is very interesting, because often people do not realize that they have competencies that they can use in such work.

Carolina: Exactly. It is enough to like people and want to give them something good.

Victoria: I really like that you guys take care of each other.

Carolina: This is the basis. We take care of ourselves at work — we remind ourselves of water, we take breaks, we support each other. We don't wear an “employee mask” — we are ourselves. And to feel it — in relationships, in the atmosphere, in the approach to the client. We also celebrate important moments — store openings, birthdays, successes. It all builds a sense of community.

Culture of communication and professional standards

We have a sense of security, so it is easier to maintain a positive atmosphere and not create unnecessary conflicts. 

Victoria: What does feedback look like?

Carolina: We have a very strong feedback culture. We give each other feedback on a daily basis — both positive and constructive. This ensures that there are no understatements and stress. We talk openly, solve problems on an ongoing basis. This makes our team truly conflict-free — even if there are differences of opinion, we are able to come to an agreement.

Perhaps we have some initiative that can improve our work — and as much as we can, we decide for ourselves. If anyone has any objections, we just talk. For example, recently we had this situation: we have a great vacuum cleaner, really very good, but it has a long cable. And with us, order is very important; we clean every day, everything needs to be “sniffed and blown out.” This applies not only to our store, but to everyone — aesthetics are of the utmost importance. So we thought that it would be useful to use a cordless vacuum cleaner to grip, for example, the carpet before opening it. And we started talking about it — there was a vote, some people were “for”, some “against”. And that's what's cool, when people understand each other well and work well together, then there is no offense or conflict. Everyone has their own arguments, but we make the decision together, by a majority vote.

Victoria: Democratically.

Carolina: Exactly. I think this is also due to the fact that we feel noticed and cared for. We have a sense of security, so it is easier to maintain a positive atmosphere and not create unnecessary conflicts. We just get along, since everything around is working well, then there is no point in arguing over trifles.

Victoria: So it gives a lot to the fact that the company has clearly defined values and standards that do not change?

Carolina: Exactly so. Thanks to this, you know what to refer to. Even if someone comes along who doesn't quite fit in, we have a clear framework — values don't change depending on the situation. It is not surprising that suddenly something works differently than before.

And that also combines with the fact that we have access to tools, like our internal platform. Often, if you have an idea or doubt, you can find the answer there — because something similar has already been worked out before. You are not left alone with the problem. You have a knowledge base, you can check the information, and if you don't find the answer — you keep asking. This gives you a great sense of security because you are operating within a system that is already functioning.

It is also important for me that the brand is consistent — has one founder who built it on concrete values from the beginning. An international organization was formed from a small store, but it still operates according to the same principles. And if you feel that this is in line with you, then you feel really good here. Of course, as a manager or deputy, you make decisions on a daily basis, but in many situations you have clear guidelines that you can stick to. 

Victoria: So even if someone moves to another Rituals store, they will find it without problem?

Carolina: Yeah, exactly. The standards are the same everywhere, so it is very easy to find each other. This is a great comfort - especially if someone changes their place of residence.

Victoria: There is also mobility between stores.

Carolina: Yes, most of all. Employees often support each other between stores and find themselves in a new place without problems Everything is arranged in a similar way.

Victoria: So you can say: you can handle it.

Carolina: Yes, you can handle it.

Victoria: Thank you very much for the conversation - now I myself have a craving for pleasure and rituals! Carolina: I also thank you!