Customer Experience Manager
7 hours ago
The Customer Experience Manager is a key role in ensuring that every guest receives a quality experience in our stores. This is achieved by overseeing or providing technical product education that articulates the value of our products and brand to meet the unique needs of each guest.
This role is part of the store leadership team, responsible for driving store performance on the floor through customer experience and team achievement of daily sales or unit targets. The Customer Experience Manager provides input to team member performance evaluations, recommendations into store hiring decisions, and acts as Supervisor on Duty (SOD) when leading the floor.
Core Responsibilities
- Bring the lululemon customer experience framework to life, leading from the floor to establish an exceptional and inclusive customer experience.
- Continuously assess the level of customer connection and technical product education, ensuring every single customer receives technical product education and assisting customers 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 customers 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.
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
- 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 and Benefits Package
We offer a competitive salary range of $20.50- $23.58/hour, subject to minimum wage in the location. This position has a target bonus of an additional $3 per hour, subject to certain requirements and the Company's discretion, bringing the total target compensation range between $23.50- $26.58/hour. Our benefits package includes extended health and dental benefits, paid time off, savings and retirement plan matching, generous employee discount, fitness & yoga classes, parenthood top-up, and extensive catalog of development course offerings.
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