Guest Experience Lead

About the Company

lululemon is a performance apparel brand focused on yoga, running, training, and other athletic activities. The company develops technical fabrics and functional designs intended to support people in moving, growing, connecting, and feeling well. Its business is built around innovative products, strong store experiences, a commitment to people, and meaningful community connections. The organisation aims to create positive change and foster a healthier, more inclusive, and growth-oriented future for everyone.

About the Role

The Guest Experience Lead is responsible for making sure every guest receives an excellent in-store experience. This role oversees or delivers technical product education that helps explain the value of the brand and products in a way that matches each guest’s needs. As part of the store leadership team, the position helps drive store performance from the floor by creating an outstanding and inclusive guest experience and supporting team delivery of daily sales or unit goals. The role also contributes to performance reviews, hiring recommendations, and floor leadership.

Key Responsibilities

• Bring the guest experience approach to life by leading from the floor and setting the standard for an inclusive, high-quality guest experience.
• Regularly evaluate guest engagement and product knowledge delivery so that every guest receives technical education and support when needed.
• Stay active on the floor and adjust quickly to the needs of the business, the team, and guests.
• Complete pre-shift and readiness tasks to ensure the store is prepared for guests and maintained to a high operational standard throughout the day.
• Open and close the store according to established procedures.
• Read and interpret daily business metrics to measure progress against sales targets and encourage the team to achieve results.
• Take part in hiring activities, including recruitment, selection recommendations, onboarding, and training.
• Address team performance by offering direct feedback, real-time recognition, coaching, demonstrations, and hands-on learning support.
• Help build a respectful, inclusive, and energetic team environment through strong working relationships and positive collaboration.

Requirements

• Must be legally permitted to work in the country where the store is located.
• Must be able to travel to the assigned store using reliable transportation.
• Availability must flex according to store requirements.
• Typical shifts may include mornings, afternoons, evenings, weekends, and holidays.
• During busy periods, special events, or other operational needs, the schedule may also include early mornings or late nights/overnights for some team members.
• At least 1 year of retail or customer-facing experience, such as resolving guest issues or handling difficult conversations.
• Some background in leading, mentoring, or delegating tasks to others.
• Preferred: high school diploma or equivalent, or higher.
• Preferred: 1 year of retail or sales leadership experience, including examples such as leading assigned tasks, mentoring peers, or supporting others, even if not in a formal supervisor role.

What We Look For

• A strong commitment to inclusion and diversity, with the ability to support an environment where differences are valued and celebrated.
• High integrity and ethical, fair, and honest conduct.
• A guest-first mindset with the ability to help create a welcoming, premium experience through the team.
• Natural leadership ability with the desire to inspire, motivate, empower, develop, and guide others.
• Strong teamwork and collaboration skills, with openness to partnerships and diverse viewpoints.
• Sound judgement and problem-solving skills to evaluate options and make timely decisions.
• Flexibility and resilience in a fast-moving environment with changing priorities and uncertainty.
• Strong communication skills, including the ability to share and understand information clearly while interacting with others.

Work Context

The role involves moving around the store, which may include exposure to bright lighting and loud music. Work may be done as part of a team, independently, and sometimes with computers or other technical devices. The job also includes moving boxes, fixtures, and mannequins weighing up to 30 lbs (13.6 kg), as well as using ladders to reach materials.

Benefits and Perks

lululemon offers a total rewards approach that supports the whole person — body, mind, and spirit. In addition to competitive base pay and a team-based bonus program, benefits may include paid time off, generous employee discounts, fitness and yoga classes, a parenthood top-up program, and personal and professional development opportunities. Availability of these benefits may depend on location and employment type, and eligibility rules may apply. The company may change these benefits at any time without prior notice.

Interview and Accessibility Note

Applicants who move forward in the process will be contacted by a manager or a People & Culture team member. If an applicant or employee requires a reasonable adjustment to carry out the essential duties of the role, they are encouraged to discuss this when arranging the interview so that the application process can remain equitable and barrier-free.