Guest Experience Lead

About the Company

lululemon is an athletic apparel business focused on performance wear for yoga, running, training, and other active pursuits. The brand develops technical fabrics and functional designs to create products and experiences that help people move, grow, connect, and feel well. Its approach is built around innovative merchandise, strong store execution, commitment to employees, and meaningful community relationships. The company also aims to contribute to a healthier future by fostering an inclusive, equitable, and growth-oriented environment.

Role Overview

The Guest Experience Lead is accountable for delivering a consistently strong in-store experience for every guest. The role includes guiding or personally providing technical product education so guests understand the value of the products and brand in relation to their needs. As part of the store leadership team, this position helps drive store results on the floor by supporting exceptional guest service and team achievement of daily sales or unit targets.

This role also contributes to performance reviews, hiring recommendations, and floor leadership while helping maintain an inclusive and high-performing store environment.

Key Responsibilities

• Lead from the sales floor and bring the guest experience approach to life through an inclusive and memorable customer journey.
• Monitor the quality of guest interaction and product education, making sure every guest receives the help and technical knowledge they need.
• Stay flexible on the floor to respond to changing needs of the business, the team, and guests.
• Carry out opening preparation and other readiness tasks to keep the store operating smoothly throughout the shift.
• Open and close the store following the required procedures.
• Review daily business results and performance metrics, using the information to support sales goals and encourage the team.
• Take part in recruitment, candidate selection, hiring recommendations, onboarding, and training activities.
• Provide feedback, recognition, coaching, demonstrations, and hands-on support to help team members improve and grow.
• Build respectful working relationships and help create a productive, positive, and inclusive team culture.

Requirements

• You must be legally permitted to work in the country where the store is located.
• You need reliable transportation to travel to the assigned store.
• Availability must align with store needs, which may change from time to time.
• Shifts are usually scheduled in the mornings, afternoons, evenings, weekends, and public holidays.
• During busy periods, special events, or similar situations, work may also include early starts or late-night/overnight shifts for some team members.
• At least 1 year of retail or customer-facing experience is required, including situations such as resolving guest issues or handling difficult conversations.
• Some prior experience in leading, mentoring, or delegating tasks is needed.
• A high school diploma or equivalent, or higher, is preferred as a useful asset.
• 1 year of retail or sales leadership experience is also considered an asset, even if it did not involve formal people management.

What We Value

• A commitment to inclusion and diversity, with the ability to support a workplace that respects and celebrates differences.
• Strong integrity and ethical conduct.
• The ability to create a high-quality, inclusive guest experience through the team.
• Natural leadership ability to inspire, motivate, empower, and guide others.
• Effective teamwork and collaboration across different perspectives.
• Sound judgment and practical problem-solving skills.
• Comfort with change, ambiguity, and fast-paced environments.
• Clear and effective communication in interactions with others.

Work Environment

The role involves moving around the store, which may include working under bright lighting and loud music. Work is carried out both collaboratively and independently, and may require use of computers or other technical devices. The job can also involve lifting or moving boxes, fixtures, and mannequins weighing up to 30 lbs (13.6 kg), as well as using ladders to access materials.

Benefits and Perks

The company offers total rewards intended to support overall wellbeing across body, mind, and spirit. In addition to competitive base pay and a team-based bonus plan, benefits may include paid time off, generous employee discounts, fitness and yoga classes, a parenthood top-up program, and personal as well as professional development opportunities.

Benefit availability may depend on location and employment type, and some offerings may require eligibility conditions. The company may change benefits or perks at any time without prior notice.

Selection Process and Accessibility

Candidates who move forward to interview will be contacted by a manager or a member of the People & Culture team. Applicants or employees who require a reasonable adjustment to perform the essential duties of the role are encouraged to discuss this with the manager or People & Culture representative when arranging the interview so that the hiring process can remain fair and accessible.