Assistant Manager, Guest Experience

About lululemon

lululemon is a forward-thinking athletic apparel company specializing in technical gear for yoga, running, training, and other fitness activities. We set industry standards with our innovative fabrics and functional designs, crafting transformative products and experiences that help our customers move, grow, connect, and live well. Our achievements stem from outstanding products, a focus on retail environments, dedication to our people, and strong community ties. We are committed to fostering an equitable, inclusive, and growth-oriented workplace to build a healthier future.

Benefits and Perks

We care for the whole individual — body, mind, and spirit — with a comprehensive total rewards plan to support your goals and passions. Our offerings include competitive base salary, team-based bonuses, paid leave, generous discounts, fitness and yoga classes, parenthood support programs, and personal and professional development opportunities. Note that benefits availability can depend on location and employment type and may be subject to eligibility rules. The company may modify benefits at any time without prior notice.

Role Overview

The Assistant Manager of Guest Experience is a key part of the store leadership team, reporting directly to the Store Manager. This role focuses on ensuring every guest has an excellent in-store experience daily. The position entails leading from the retail floor, building and supporting a diverse team culture, and helping team members grow and feel a deep sense of belonging. The Assistant Manager plays a critical role in delivering exceptional guest experiences aligned with company principles.

Key Duties and Responsibilities

• Establish and nurture a respectful, inclusive team culture that celebrates diversity and supports a productive and enjoyable workplace.
• Be actively present on the store floor to address the needs of the business, staff, and guests dynamically.
• Engage with team members to help them see how their efforts contribute to the store's and lululemon's broader success.
• Execute the Store Manager’s vision for people engagement by independently cascading key messages and fostering team alignment.
• Oversee recruitment, selection, and onboarding to build a capable and diverse team aligned with business goals.
• Deliver targeted training and coaching to close development gaps and leverage existing training programs.
• Conduct performance management activities including frequent feedback, recognition, documentation, and, when necessary, managing disciplinary or exit processes.
• Lead efforts to create exceptional guest interactions, ensuring team members provide both personal connection and product expertise.
• Manage guest feedback and resolve concerns or escalations to maintain a high standard of service quality.
• Monitor store performance metrics and guest experience indicators to continuously improve service delivery.
• Supervise inventory sell-through and accuracy, handle shrinkage, and coordinate product deliveries following visual merchandising plans.
• Ensure efficient and precise inventory receipt and processing to maintain operational excellence.

Work Environment and Physical Requirements

• Job requires mobility throughout a retail store with bright lighting and loud music, including periods of prolonged sitting.
• Tasks are performed collaboratively and independently using computer and technical tools as needed.
• Occasionally requires lifting and moving boxes up to 30 pounds (13.6 kilograms).

Qualifications and Eligibility

• Must be legally authorized to work in New Zealand where the store is located.
• Must have reliable transportation to commute to the assigned store.
• Available for full-time work, approximately 38 hours per week, with a flexible schedule that may include mornings, afternoons, evenings, weekends, holidays, and peak periods requiring early or late shifts.
• A minimum of 1 year experience in people management and leadership, including managing business operations, administration, and projects or processes.

Preferred Qualifications

• High school diploma or equivalent as a baseline educational credential.
• Prior retail or sales management experience for at least one year.
• Experience recruiting, hiring, or training employees is advantageous.

Desired Personal Qualities

• Commitment to fostering an inclusive environment that values diversity.
• High integrity with honest, ethical behavior.
• Strong leadership drive and the ability to inspire, empower, and develop others.
• Dedication to delivering superior guest experiences through meaningful team connections.
• Skilled at team development that encourages unique contributions and multiple perspectives.
• Ability to analyze situations, make timely, effective decisions, and identify improvement opportunities.
• Strategic mindset that aligns decisions with company vision and long-term goals.
• Capability to guide teams through change and uncertainty effectively.
• Excellent communication skills for clear, interactive exchanges with others.

Additional Information

Candidates progressing to interviews will be contacted by store management or People & Culture representatives. Those requiring reasonable accommodations during the hiring process are encouraged to communicate their needs to ensure an accessible recruitment experience.