Guest Experience Lead

About lululemon

lululemon specializes in innovative performance apparel designed for yoga, running, training, and various athletic activities. We lead the industry with advanced technical fabrics and functional design, crafting transformative products and fostering experiences that support movement, growth, connection, and overall well-being. Our success stems from our inventive products, focus on stores, commitment to our people, and meaningful community engagement. We are dedicated to cultivating a healthy and inclusive future by fostering a growth-oriented and equitable workplace environment.

Benefits and Perks

lululemon invests holistically in its team members, nurturing body, mind, and spirit. Our comprehensive rewards program supports personal goals and passions, offering competitive base pay, team bonuses, paid time off, attractive employee discounts, fitness and yoga classes, parenthood top-up programs, and opportunities for both personal and professional development. Note that benefits vary by location and employment status and may be modified by the company without prior notice.

Role Overview

The Guest Experience Lead ensures every customer enjoys a superior in-store experience by leading from the sales floor and delivering expert technical product education tailored to individual guest needs. As a crucial part of the store leadership, this role drives store performance through outstanding, inclusive guest interactions and helps achieve daily sales or unit targets. Responsibilities include contributing to performance reviews, advising on hiring decisions, and providing leadership presence on the floor.

Key Duties

• Implementing the lululemon guest experience framework to establish an exceptional and inclusive environment, leading actively from the floor.
• Regularly evaluating guest engagement and product education effectiveness, personally assisting customers when necessary.
• Adapting dynamically to meet store, team, and guest needs through active floor leadership.
• Preparing the store for guest visits and maintaining operational standards during shifts.
• Managing store opening and closing procedures in line with company guidelines.
• Using business data and sales metrics to monitor progress and motivate the team towards targets.
• Participating in recruitment, selection, onboarding, and training processes.
• Supporting team member development through direct feedback, coaching, recognition, and hands-on training.
• Fostering a respectful, inclusive, and enjoyable work atmosphere that promotes collaboration and productivity.

Candidate Requirements

• Legal authorization to work in the store's country.
• Reliable transportation to commute to the assigned store location.
• Willingness to work variable hours according to store needs, including mornings, afternoons, evenings, weekends, holidays, and occasionally early mornings or late nights during peak periods or events.
• Minimum of one year of retail or customer-facing experience, including handling customer issues and difficult conversations.
• Experience in leadership roles such as mentoring, delegating, or guiding others, though formal supervisory experience is not mandatory.

Preferred Qualifications

• High school diploma or equivalent.
• Prior experience in retail or sales leadership, including leading delegated tasks or mentoring peers.

Desired Personal Attributes

• Commitment to fostering inclusivity and valuing diversity within the team.
• Strong integrity, demonstrating honesty, fairness, and ethical behavior.
• A passion for creating a high-quality and inclusive guest experience.
• Leadership qualities with a desire to inspire, motivate, and develop team members.
• Effective collaboration skills to support team goals and value diverse viewpoints.
• Sound decision-making and problem-solving abilities, employing logical reasoning to make timely and effective choices.
• Adaptability and agility to handle shifting priorities in a dynamic environment with resilience.
• Excellent communication skills to clearly convey and absorb information during interactions.

Work Environment and Physical Demands

• The work setting involves moving around the store, sometimes with bright lighting and loud music.
• Tasks vary between team collaboration, independent activity, and use of computers or technical devices.
• Physical activities include lifting boxes, fixtures, and mannequins up to 30 pounds (13.6 kg), and climbing ladders to access materials.

Recruitment Process

Qualified applicants progressing to interviews will be contacted by store leadership or human resources representatives. Candidates requiring reasonable accommodations during the hiring process are encouraged to communicate their needs to ensure an accessible and equitable experience.