Guest Experience Lead

4 days ago

Ottawa, Canada Lululemon Full time $21 - $24
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 Guest Experience Lead is responsible for ensuring all guests (i.e., customers) receive a quality in-store experience. They do this by overseeing or providing technical product education that articulates the value of our product and brand to meet the unique needs of each guest. The Guest Experience Lead is part of the store leadership team, responsible for driving store performance on the floor through guest experience and team achievement of daily sales or unit targets. Guest Experience Leads provide input to team member performance evaluations, recommendations into store hiring decisions, and act as Supervisor on Duty (SOD) when leading the floor.

Core Responsibilities of the Job

  • Bring the lululemon guest experience framework to life, leading from the floor to establish an exceptional and inclusive guest experience.
  • 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 (e.g., when other team members are unavailable).
  • Move dynamically and lead from the floor as the Supervisor on Duty to assess and fulfill the needs of the business, team, and guests.
  • Conduct preparation activities to ensure in-store readiness for guests and ensure the operational excellence of the store is maintained throughout shift.
  • Open and close the store in accordance with the opening and closing procedures.
  • Review and interpret daily business data and metrics to track progress toward sales goals and motivate team to drive business results.
  • Participate in the store's hiring process, including recruitment, selection and hiring recommendations, onboarding, and training.
  • 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.
  • Contribute to a respectful and inclusive team by establishing supportive working relationships and engaging with team members, creating a fun and productive environment.
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

  • The work schedule can vary based on store needs
  • Shifts are typically scheduled: mornings, afternoons, evenings, weekends, and holidays
  • In addition, during peak timeframes, special events, or other circumstances, the schedule may include early mornings or late nights/overnights for some team members
Experience

  • 1 year retail or customer experience (e.g., guest resolution, navigating difficult conversations)
  • Some experience in leading, mentoring, or delegating with others
Job Assets (i.e., nice to have; not required)

  • 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)
  • 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
Work Context (e.g., environment, interactions, physical)

  • Work involves moving through the store with bright lights and loud music
  • Work is accomplished as part of a team, sometimes independently, and sometimes on a computer or other technical devices
  • Work may occasionally involve moving boxes weighing up to 30 lbs (13.6 kg)
  • For Experiential stores with food/beverage service only: Work may involve using industrial kitchen equipment and exposure to heat in order to prepare food or beverages
Compensation & Benefits Package

Base Pay Range: $20.75- $23.86/hour, subject to minimum wage in the location

Target Bonus: $3.00/hour

Total Target Base Pay Range: $23.75- $26.86/hour

lululemon's compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. 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 offerings, employees in this position are eligible for our competitive 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
  • Generous employee discount
  • Fitness & yoga classes
  • 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.

Qui nous sommes

lululemon est une entreprise innovante de vêtements performants pour le yoga, la course à pied, l'entraînement et d'autres activités sportives. En établissant des standards élevés en matière de tissus techniques et de design fonctionnel, nous créons des produits et des expériences qui aident les gens à bouger, à croître, à tisser des liens et à se sentir bien. Nous devons notre succès à nos produits innovants, à l'importance que nous accordons à nos magasins, à notre engagement envers notre personnel et aux connexions incroyables que nous établissons dans chaque communauté où nous nous trouvons. En tant qu'entreprise, nous nous efforons de créer un changement positif pour construire un avenir sain et prospère. Cela consiste notamment à créer un environnement équitable, inclusif et axé sur la croissance pour notre personnel.

Résumé du poste

Le ou la responsable de l'expérience-invité doit s'assurer que tous les invités (c.-à-d. les clients) vivent une expérience de qualité en magasin. Pour ce faire, il ou elle supervise ou offre de l'éducation technique sur les produits qui précise la valeur de nos produits et de notre marque pour répondre aux besoins uniques de tous les invités. Le ou la responsable de l'expérience-invité fait partie de l'équipe de gestion du magasin et est responsable de stimuler le rendement du magasin sur le plancher grâce à l'expérience-invité et à l'atteinte des cibles de vente ou d'unités quotidiennes de l'équipe. Le ou la responsable de l'expérience-invité fournit des perspectives en matière d'évaluations du rendement des membres de l'équipe, des recommandations en lien avec les décisions d'embauche du magasin et agit à titre de superviseur(e) en service lorsqu'il ou qu'elle dirige le plancher.

Principales responsabilités liées au poste

  • Donne vie au cadre de l'expérience-invité de lululemon en dirigeant les activités sur le plancher afin de créer une expérience-invité exceptionnelle et inclusive.
  • Évalue continuellement la qualité de la relation avec les invités et de l'éducation technique sur les produits afin de veiller à ce que tous les invités reoive de l'éducation technique sur les produits et en les aidant au besoin (p. ex. quand les autres membres de l'équipe sont indisponibles).
  • Se déplace de manière dynamique et dirige sur le plancher à titre de superviseur(e) en service pour évaluer les besoins de l'entreprise, de l'équipe et des invités, et y répondre.
  • Effectue des activités de préparation pour s'assurer que le magasin est prêt pour accueillir les invités et que son excellence opérationnelle soit maintenue tout au long du quart de travail.
  • Ouvre et ferme le magasin conformément aux procédures d'ouverture et de fermeture.
  • Évalue et interprète les données et les indicateurs commerciaux quotidiens pour suivre la progression vers les objectifs de vente et motiver l'équipe à améliorer les résultats commerciaux.
  • Participe au processus d'embauche du magasin, notamment au recrutement, à la sélection, aux recommandations liées à l'embauche, à l'orientation et l'intégration, et à la formation.
  • Gère le rendement des membres d'équipe et soutient leur apprentissage et leur développement continus en leur offrant une rétroaction directe, de la reconnaissance immédiate, de l'accompagnement professionnel, des démonstrations et des expériences pratiques en temps opportun.
  • Favorise un environnement d'équipe à la fois respectueux et inclusif en établissant des relations de travail d'aide et en échangeant avec les membres de l'équipe de faon à créer un environnement amusant et productif.
Exigences du poste
Admissibilité

  • Doit être légalement autorisé(e) à travailler dans le pays dans lequel le magasin est situé.
  • Doit avoir la capacité de se rendre au magasin assigné en utilisant des moyens de transport fiables.
Horaire et disponibilité

  • L'horaire de travail peut varier en fonction des besoins du magasin.
  • Les quarts de travail ont normalement lieu les matins, les après-midi, les soirs, les fins de semaine et les jours fériés.
  • De plus, pendant les périodes achalandées, les événements spéciaux ou d'autres circonstances, l'horaire de certains membres d'équipe peut inclure des petits matins ou des soirées tardives/des nuits complètes.
  • Expérience
  • Un an d'expérience en vente au détail ou de service à la clientèle (p. ex. la résolution de problèmes des clients et la tenue de conversations difficiles).
  • De l'expérience en gestion, en accompagnement professionnel ou en délégation à d'autres.
Atouts pour l'emploi (c.-à-d. souhaitable, mais pas obligatoire).

  • Éducation : diplôme d'études secondaires, formation générale, ou équivalent ou éducation supérieure.
  • Expérience : un an d'expérience de leadership en vente au détail ou en vente (supervision ou gestion de personnel non obligatoire; p. ex. la délégation de projets ou de tâches, l'accompagnement professionnel ou l'aide aux pairs).
  • Magasins expérientiels servant des aliments ou de la boisson seulement : certification en salubrité alimentaire ou en service de spiritueux.
Nos besoins

  • Inclusion et diversité : crée/soutient un environnement inclusif qui valorise/célèbre les différences.
  • Intégrité : se comporte de manière honnête, équitable et éthique.
  • Expérience-invité : crée activement une expérience et un lien inclusifs et de grande qualité pour tous les invités en à travers les membres de l'équipe.
  • Leadership : a la capacité et le désir de diriger et d'inspirer les autres; motive, responsabilise, développe et dirige les personnes dans leur travail.
  • Collaboration et travail d'équipe : travaille de manière productive avec les autres et les soutient pour atteindre des objectifs communs; recherche la création de liens, des partenariats et des points de vue divers.
  • Prise de décisions/résolution de problèmes : utilise la logique et le raisonnement pour évaluer les solutions de rechange et prendre des décisions judicieuses en temps opportun.
  • Adaptabilité/agilité : sait gérer l'incertitude et l'ambiguïté et peut changer de priorités dans un environnement en évolution rapide; se remet rapidement des échecs.
  • Communication interactive : transmet l'information efficacement et comprend l'information partagée tout en interagissant avec d'autres personnes.
Contexte professionnel (p. ex. environnement, interactions, physique)

  • Le ou la titulaire du poste doit se déplacer dans un magasin avec des lumières vives et de la musique forte.
  • Le travail du ou de la titulaire du poste se fait en équipe, mais également de faon indépendante et parfois avec un ordinateur ou d'autres appareils techniques.
  • Le ou la titulaire du poste peut avoir à déplacer des boîtes pesant jusqu'à 13,6 kg (30 lb).
  • Magasins expérientiels servant des aliments ou de la boisson seulement : le ou la titulaire pourrait avoir à utiliser des ustensiles de cuisine industriels et à s'exposer à des sources de chaleur pour préparer des aliments et des boissons.
Rémunération et avantages sociaux

Plage salariale de base: 20,75 $ à 23,86 $/heure, assujetti au salaire minimum du lieu

Prime cible: 3,00 $/heure

Plage salariale de base totale: 23,75 $ à 26,86 $/heure

Les offres de rémunération de lululemon sont axées sur une philosophie de paie selon le rendement qui récompense le rendement exceptionnel individuel et des équipes. La rémunération de base est fondée sur l'emplacement du marché et peut varier selon les connaissances, les compétences, l'expérience et l'équité interne liées au poste. Dans le cadre de notre offre, les employés permanents à ce poste peuvent être admissibles à notre programme de primes annuelles concurrentielles, en fonction des exigences d'admissibilité du programme.

Chez lululemon, notre priorité est d'investir dans nos collaborateurs trices. Nous croyons que lorsque la vie va bien, le travail va bien. Nous nous efforons de devenir l'entreprise qui attire les leaders inclusifs en leur offrant la possibilité de se perfectionner et de favoriser le bien-être de tous. Afin d'exprimer notre reconnaissance à nos équipes pour leur rendement et leur engagement, nos offres de primes totales incluent également des éléments de soutien du développement professionnel, du bien-être et de la croissance personnelle:

  • régimes étendus de prestations de soins médicaux, dentaires et de santé mentale;
  • congés payés;
  • cotisations de l'entreprise aux régimes d'épargne et de retraite;
  • généreuses remises pour les employés;
  • des cours de conditionnement physique et de yoga;
  • un programme jeunes parents hors pair;
  • riche catalogue d'offres de cours de développement;
  • réseaux de personnes, programmes de mentorat et série de leadership (entre autres).
Remarque: les programmes incitatifs, les prestations et les avantages sociaux sont assortis de certaines exigences d'admissibilité. L'entreprise se réserve le droit de modifier ces programmes incitatifs, avantages sociaux et prestations, en tout ou en partie, en tout temps et sans préavis.

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