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Guest Experience Manager

2 months ago

Ottawa, Ontario, Canada lululemon Full time
About the Role

We are seeking a highly skilled Guest Experience Lead to join our team at lululemon. As a Guest Experience Lead, you will be responsible for ensuring that all guests receive a high-quality in-store experience. This includes providing technical product education, assisting guests with their needs, and leading from the floor to establish an exceptional and inclusive guest experience.

Key Responsibilities
  • Guest Experience: Bring the lululemon guest experience framework to life, leading from the floor to establish an exceptional and inclusive guest experience.
  • Technical Product Education: Continuously assess the level of guest connection and technical product education, ensuring every single guest receives technical product education and assisting the guests when needed.
  • Leadership: Move dynamically and lead from the floor as the Supervisor on Duty to assess and fulfill the needs of the business, team, and guests.
  • Store Operations: Conduct preparation activities to ensure in-store readiness for guests and ensure the operational excellence of the store is maintained throughout shift.
  • Store Management: Open and close the store in accordance with the opening and closing procedures.
  • Business Analysis: Review and interpret daily business data and metrics to track progress toward sales goals and motivate team to drive business results.
  • Team Development: Participate in the store's hiring process, including recruitment, selection and hiring recommendations, onboarding, and training.
  • Performance Management: Address team member performance and support their ongoing learning and development by providing direct feedback and in-the-moment recognition, coaching, demonstrations, and hands-on experiences.
  • Team Culture: Contribute to a respectful and inclusive team by establishing supportive working relationships and engaging with team members, creating a fun and productive environment.
Requirements
  • Eligibility: Must be legally authorized to work in the country in which the store is located.
  • Travel: Must have the ability to travel to assigned store with reliable transportation methods.
Experience
  • Retail Experience: 1 year retail or customer experience (e.g., guest resolution, navigating difficult conversations).
  • Leadership Experience: Some experience in leading, mentoring, or delegating with others.
Assets
  • Education: High school diploma/GED/equivalent, or above.
  • Experience: 1 year of retail/sales leadership experience (supervisor or people management not necessary; examples: leading delegated assignments/tasks, mentoring or assisting peers).
  • Certification: For Experiential stores with food/beverage service only: Food safety and/or liquor service certification.
What We Look For
  • Inclusion & Diversity: Creates/supports an inclusive environment that values/celebrates differences.
  • Integrity: Behaves in an honest, fair, and ethical manner.
  • Guest Experience: Actively creates an inclusive, high-caliber experience and connection for every guest through team members.
  • Leadership: Is able and desires to lead and inspire others; motivates, empowers, develops, and directs people as they work.
  • Collaboration and Teamwork: Works productively with and supports others to achieve common goals; seeks connections, partnerships, and diverse perspectives.
  • Decision Making/Problem Solving: Uses logic and reasoning to evaluate alternatives and make effective, timely decisions.
  • Adaptability/Agility: Navigates uncertainty and ambiguity and can change priorities in a fast-paced environment; recovers quickly from setbacks.
  • Interactive Communication: Conveys information effectively and understands information shared while interacting with others.