Manager - Guest Support Insights & Analytics

Manager - Guest Support Insights & Analytics

Business Unit: Store Support Centre (SSC)

Time Type: Full-time

Description & Requirements

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.

About This Team

GEC Data analytics team supports all aspects of the Guest Education Center (our customer support center) through data and advanced analysis. We connect data across the guest journey – from stores and site, to after purchase – to understand what guests need and how to make their interaction with lululemon great. We are analytical, curious and always looking to connect data to guest experiences.

Core Responsibilities

The Manager, Guest Support Insights & Analytics is responsible for leading the strategy and process design for the Guest Support Insights & Analytics team. They provide vital information and data to Guest Support front-line operations, leadership, product teams, and cross functional partners and are an expert at designing reports that drive actionable insights and sound decision making.

- Manages a team of analysts, who execute creation, maintenance, and delivery of Guest Support reporting and perform data modelling/simulations, sensitivity analysis, hypothesis creation and testing

- Share trends, identify gaps, and make recommendations for GEC operations and strategic initiatives through analyzing and storytelling of data

- Manages the development and delivery of recurring reports, performance dashboards, and ad hoc reporting projects

- Collaborate with Guest Support leadership to design & execute a reporting strategy to allows data to support sound decision making within the operation

- Works with technology teams to set clear business requirements and obtain appropriate data sources and flows to meet reporting needs of Guest Support

- Manages the process for turning complex statistical observations into succinct and clear messaging for Guest Support senior leadership and cross functional partners

- Manage and prioritize requests and duties against team capacity

- Evolve analysis offerings and team skill sets to grow maturity and sophistication and increase the business impact of the team over time

Qualifications

- Post Secondary Degree or equivalent analytics training is required

- 5+ years’ experience in the digital data / analytics field

- Experience with contact centre analytics an asset

- 4+ years people leadership / team management experience

- Demonstrated ability to drive both strategic and operational improvements

- Experience with SQL/coding an asset

Must Haves

- Acknowledge the presence of choice in every moment and take personal responsibility for your life.

- Possess an entrepreneurial spirit and continuously innovate to achieve great results.

- Communicate with honesty and kindness and create the space for others to do the same.

- Lead with courage, knowing the possibility of greatness is bigger than the fear of failure.

- Foster connection by putting people first and building trusting relationships.

- Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriously.

Additional Notes

Authorization to work in Canada is required for this role.

Compensation and Benefits Package

lululemon’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. The typical hiring range for this position is from $131,100-$172,100 annually; the base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive annual bonus program, subject to program eligibility requirements.

At lululemon, investing in our people is a top priority. We believe that when life works, work works. We strive to be the place where inclusive leaders come to develop and enable all to be well. Recognizing our teams for their performance and dedication, other components of our total rewards offerings include support of career development, wellbeing, and personal growth:

- Extended health and dental benefits, and mental health plans

- Paid time off

- Savings and retirement plan matching

- Parenthood top-up

- Extensive catalog of development course offerings

- People networks, mentorship programs, and leadership series (to name a few)

Note: The incentive programs, benefits, and perks have certain eligibility requirements. The Company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.

Workplace Arrangement

Hybrid. In-person collaboration and connection is important to our culture. Work is performed onsite, minimum 4 days per week.

Lululemon is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices relating to recruitment and hiring, compensation, benefits, discipline, transfer, termination and all other terms and conditions of employment. While management is primarily responsible for seeing that Lululemon equal employment opportunity policies are implemented, you share in the responsibility for assuring that, by your personal actions, the policies are effective.

Lululemon is committed to providing reasonable accommodation to applicants with disabilities. If you would like someone from our team to contact you for individualized support, email us at accommodations@lululemon.com . In your email, please include the position title, the location of the position and the nature of your request.

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