Digital Engagement Community Support

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.

the team

As the voice of lululemon on social media, the Digital Engagement team is responsible for responding to guests who are speaking to lululemon or about lululemon on Instagram, Facebook, TikTok, Threads, Twitter, LinkedIn, YouTube, Strava, Reddit and Pinterest. The team is responsible for building a connected virtual community where guests can turn for product education and recommendations, company, and community information, as well as support with resolving any post-purchase issues they encounter.

a day in the life of a Digital Engagement Community Support

• You are the voice of lululemon in the digital space
• You manage and build relationships with our digital guests in our internal and external online community (Twitter, Facebook, Instagram, Youtube, etc.)
• Your engagement helps educate, challenge and inspire our guests while creating a fun and personalized experience
• You consider yourself a wordsmith and love to write creatively
• You are well versed at turning a poor situation into a great experience and earning a loyal guest in the process
• You find opportunities to engage and introduce our guests to the brand in a meaningful way
• You are a problem solver and provide best in the world product education and guest experience through every interaction
• You identify opportunities such as digital trends and topics relevant for lululemon to join in on and potential relationships to build
• You understand that the behind the scenes of guest experience can involve multiple systems. You love learning a new system/platform and are quick to point out ways to streamline processes for the whole team
• You identify and create meaningful surprise and delights for our guests. You view surprise and delights as a way to introduce a guest to our brand and create an experience that allows them a view into lululemon's purpose
• You execute on social media campaigns and look for ways to amplify engagement and user- generated content
• You stay on top of new communications and messaging that impact our guests and can quickly pivot and adapt it for our social channels
• You keep calm in the face of a media crisis, treating every interaction as a new one and providing valuable insight on conversation trends to the leadership team
• You identify trends in guest conversations and share these observations with leadership and cross functional partners
• You support with projects that enhance our overall guest experience and elevate the digital engagement team. This includes full project ownership and execution.

the details

• Due to the nature of the role you must be available to work weekends and evenings on a rotating basis. Current work hours (7am-8pm PST/7 days a week) with extended hours over the holiday season and other busy times throughout the year (i.e. SeaWheeze, high profile situations).
• 2+ years of customer service experience
• 2+ experience in social media and/or brand management is an asset.
• You are comfortable working in a fast paced, ever changing environment
• excellent written communication skills to ensure accurate, grammatically correct guest- facing communication. It is engaging, personal, and aligns with lululemon brand, values, and positioning.
• Fluency in French, both verbal and written is an asset
• passionate about digital engagement and have extensive knowledge of social media channels and how our guests use them
• Experience in managing multiple responsibilities and projects with cross functional teams
• Experience moderating and using customer service systems/platforms is an asset
• University/college degree in marketing communications or a related program is an asset

work from home requirements

• A quiet, distraction-free, home office with a door you can shut. A living room or kitchen are not acceptable workspaces.
• Your own hardware (desktop or laptop) that runs Windows 7 or higher or OS X Lion or higher with an RJ-US (Ethernet) jack (recommended), USB port, integrated keyboard, and anti-virus software (Symantec, McAfee, AVG, Windows Defender, Trend Micron, etc.)
• Access to a reliable internet network (50 Mbps or higher).
• 8GB RAM and 4 CPU cores
• Disciplined work ethic -a self-starter with the ability to work independently in a fast-paced environment.

our must haves

• Proven work ethic with utmost integrity
• Desire to excel and succeed
• Actively live and breathe the lululemon culture and lifestyle
• Self-awareness, with a desire for constant self-improvement (goal-oriented)
• Entrepreneurial spirit and an egoless nature
• Self-motivated, outgoing, energetic and approachable
• You are community-minded, make new friends and sweat as often as possible

As a member of the lululemon team, you will work in an environment that nurtures personal development, health and fitness, and community involvement. We emphasize goal setting and self-improvement, we give progressive benefits, and we have a lot of fun.

Compensation and Benefits Package

lululemon's compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional team performance. The base pay range for this position is from CAD $20.13-$27.45/hour and USD $19.58-$26.94/hour, subject to minimum wage in the location. The base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity.

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:

• Full hardware setup (e.g., laptop, display)
• Extended health and dental benefits, and mental health plans
• Paid time off
• Savings and retirement plan matching
• Generous employee discount
• Monthly wi-fi reimbursement
• 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.

workplace arrangement

Remote - Outside reasonable commuting distance to an office site, work is performed from home.