Manager, Membership Operations

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
The Loyalty team is responsible for the strategy and end to end ownership and delivery of unique loyalty strategies and programs to drive guest connection, retention and growth. The
team is fast paced and agile to get things done quickly while putting guest experience first
The Manager, Membership Operations, reports to the Senior Manager, Membership Benefits and Operations and is responsible for developing and executing membership program governance and operational processes and tools for the membership team and initiatives across a highly matrixed organization to successfully deliver against our goals.
**a day in the life**: what you’ll do
Lead direct reports - Oversee workstreams and manage individual performance through ongoing coaching and mentorship.
- Responsible for maintaining strong relationships with cross functional partners to consistently develop and evolve processes, and to ensure that new standards are understood and incorporated into the execution of projects. Responsible of recuring operations activities that support the department’s ongoing success, such as the annual operating plan (AOP) process, budget management, legal engagement and cross-functional intakes.
- Accountable for ongoing improvement/refinement of overall ways of working to improve efficiency and standards of operation both internally and with cross-functional teams, including but not limited to, creating and maintaining workflows, processes, RACIs, and other operational resources.
- Other duties as assigned by leadership aligned to evolving our Membership Program and adding value to our member experience.

**Required Skills**:

- Bachelor’s degree in business, operations, or related discipline PMP or other project/program management certification
- 5+ years in retail and/or Loyalty experience an asset
- 5+ years of experience in business management, project management, implementing and scaling multi-channel processes
- 3+ years leading a high-performance team, coaching, mentoring and developing in a highly dynamic workstream an asset
- Experience leading highly complex projects, managing cross-functional partners, collaborating with cross-functional leaders and driving work forward through othersAbility to work independently with mínimal direction and knowing when to escalate and seek guidance
- Demonstrated willingness to learn on the job and a 'growth mindset.’ Works well in a fast-paced, project-based, collaborative environment.Demonstrates discretion and ability to maintain confidentiality.

Workplace arrangement
This role is classified as In-Person under our SSC Workplace Policy
In-Person
In-person collaboration and connection is important to our culture. Work is performed onsite, minimum 4 days per week.
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
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. lululemon reserves the right to alter these incentive programs, benefits, and perks in whole or in pa