Guest Experience Lead

18 hours ago

Short Hills, New Jersey, United States lululemon Full time
Job Summary

The Guest Experience Lead is a key role in ensuring that all guests receive a high-quality in-store experience at lululemon. This individual will oversee and provide technical product education to guests, articulating the value of our product and brand to meet their unique needs. As part of the store leadership team, the Guest Experience Lead will drive store performance on the floor through guest experience and team achievement of daily sales or unit targets.

Core Responsibilities
  • Bring the lululemon Guest Experience Framework to Life: Lead from the floor to establish an exceptional and inclusive guest experience.
  • Assess and Fulfill Guest Needs: Continuously assess the level of guest connection and technical product education, ensuring every single guest receives technical product education and assisting guests when needed.
  • Lead from the Floor: Move dynamically and lead from the floor as the Supervisor on Duty to assess and fulfill the needs of the business, team, and guests.
  • Ensure In-Store Readiness: Conduct preparation activities to ensure in-store readiness for guests and maintain operational excellence throughout the shift.
  • Review and Interpret Daily Business Data: Review and interpret daily business data and metrics to track progress toward sales goals and motivate the team to drive business results.
  • Participate in the Hiring Process: Participate in the store's hiring process, including recruitment, selection, and hiring recommendations, onboarding, and training.
  • Support Team Member Performance: 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: 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.
  • Ability to Travel: Must have the ability to travel to assigned stores with reliable transportation methods.
Experience
  • 1 Year Retail or Customer Experience: 1 year of retail or customer experience, including guest resolution and navigating difficult conversations.
  • Leadership Experience: Some experience in leading, mentoring, or delegating with others.
Job Assets
  • Education: High school diploma/GED/equivalent, or above.
  • Experience: 1 year of retail/sales leadership experience, including supervisor or people management.
  • Food Safety and Liquor Service Certification: For Experiential stores with food/beverage service only, food safety and/or liquor service certification is required.
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 Environment: Work involves moving through the store with bright lights and loud music.
  • Teamwork: Work is accomplished as part of a team, sometimes independently, and sometimes on a computer or other technical devices.
  • Physical Demands: Work may occasionally involve moving boxes weighing up to 30 lbs (13.6 kg).
  • Food Service: 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

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 $22.00- $25.30/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. 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 $25.00- $28.30/ hour.

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 part at any time without advance notice.

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