Guest Experience Managers

Who We Are

lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we're in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive, and growth-focused environment for our people.

Job Summary

The Assistant Manager, Guest Experience role is an essential part of the store leadership team, ensuring our team members and guests (i.e., customers) receive a quality experience in our stores every day. Assistant Managers, Guest Experience are responsible for leading from the floor to build, manage, and develop team members. Assistant Managers, Guest Experience create an environment and a team culture where people feel a deep sense of belonging and have the opportunity to grow. As a result, they ensure their team delivers an outstanding guest experience in line with company values and directives.

Core Responsibilities of the Job

• Leadership and People Management

• Create and foster a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all team members.
• Engage team members by helping them understand how their work supports the success of the store and of lululemon overall.
• Implement the Store Manager's People vision for the store and cascade to team members.
• Support Store Manager in hiring and building a strong and diverse team that includes team members with various experiences, backgrounds, and skill sets to drive key results and performance.
• Support ongoing learning and development of team members consistently and equitably by providing direct feedback, coaching, mentoring, and continuous development check-ins.
• Lead performance management activities, including direct feedback and continuous check-ins, facilitating team acknowledgment and rewards, managing performance documentation, and addressing performance concerns.
• Address employee concerns or issues, including knowing when to partner with internal support to take appropriate action.

• Guest Experience and Community

• Lead an exceptional guest (customer) experience on the floor through assessing the level of guest connection and technical product education and supporting team members to address gaps through feedback and coaching.
• Provide retail floor leadership to team members, including making in-the-moment decisions to maintain efficiency and effectiveness of retail floor coverage and operations.
• Resolve guest feedback and address emergent issues, including guest escalations and urgent requests, helping to "make it right" for guests.

• Operations, Product, and Strategy

• Partner with other managers to review business data and metrics (e.g., profit and loss [P&L] statement) to inform planning processes (e.g., quarterly business review, sales planning, and hiring strategy).
• Maintain strategic product presentation/visual merchandising by ensuring product recovery, restock (e.g., pant wall, size store), destock, or minor visual merchandizing changes are accomplished.
• Open and close the store in accordance with the opening and closing procedures.
• Understand and adhere to people safety policies and procedures to maintain a safe work environment.
• Perform work in accordance with applicable policies, procedures, and laws or regulations.

• Budget Responsibility

• Accountable for delegated aspects of controllable budget and labor hours.

Job Requirements

• Eligibility

• Must be legally authorized to work in the country in which the store is located
• Must have the ability to travel to assigned store with reliable transportation methods

• Schedule/Availability

• Work occurs on a variable schedule which could include early mornings, mornings, afternoons, evenings, late nights or overnights as well as weekends and holidays

• Experience

• 1 year people management experience
• 1 year leadership experience, including experience managing business operations and administration and managing projects or processes

• Job Assets (i.e., nice to have; not required)

• Education: High school diploma, GED, or equivalent
• Education: Bachelor's degree or equivalent
• Experience: 1 year retail or sales specific management experience
• Experience: 1 year recruiting, hiring, or training employees

Compensation & Benefits Package

• Base pay range: $22.30 - $30.17/hour
• Target bonus: 25% of base pay
• Total target compensation range: $27.88 - $37.71/hour
• Benefits: Extended health and dental benefits, mental health plans, paid time off, savings and retirement plan matching, generous employee discount, fitness & yoga classes, parenthood top-up, extensive catalog of development course offerings, people networks, mentorship programs, and leadership series