Guest Experience Lead

About lululemon

lululemon specializes in innovative activewear designed for yoga, running, training, and other fitness activities. Recognized for its technical fabrics and functional designs, the company aims to offer transformative products and experiences that help individuals move, grow, connect, and enhance well-being. Central to their success are their inventive products, store focus, dedication to their people, and profound community connections. lululemon is committed to fostering positive change by cultivating an equitable, inclusive, and growth-centered environment.

Job Overview

The Guest Experience Lead ensures that every customer enjoys an outstanding in-store encounter. This leadership role involves demonstrating technical knowledge about products, expressing lululemon's brand value tailored to each guest's needs, and being an integral member of the store management team. Responsibilities include driving store success through enhanced guest experience and helping the team reach daily sales or unit objectives. The role includes supervising team member evaluations, participating in hiring decisions, and acting as the Supervisor on Duty (SOD) during floor leadership.

Key Responsibilities

• Lead with the lululemon guest experience framework directly on the floor to foster an outstanding and inclusive environment for all guests.
• Regularly evaluate guest engagement and the delivery of technical product education, ensuring every guest receives expert assistance and stepping in when team members are unavailable.
• Act dynamically as Supervisor on Duty by moving across the floor to meet business, team, and guest requirements.
• Prepare the store for guest readiness and maintain operational excellence throughout shifts.
• Manage store opening and closing following established procedures.
• Analyze daily business data and performance metrics to monitor sales progress and inspire the team to achieve business goals.
• Engage actively in recruitment, selection, hiring recommendations, onboarding, and training of new store team members.
• Support ongoing team member growth by providing timely feedback, recognition, coaching, demonstrations, and hands-on learning.
• Foster an inclusive, supportive, and enjoyable workplace through meaningful engagement and collaboration with team members.

Eligibility & Schedule

• Legal authorization to work in the store’s country is required.
• Reliable transportation to assigned store locations is necessary.
• Work schedules vary based on store demands and may include mornings, afternoons, evenings, weekends, holidays, and occasionally early mornings or overnight shifts during busy periods or special events.

Required Qualifications & Experience

• Minimum one year of experience in retail or customer service, including handling customer issues and difficult conversations.
• Some leadership experience involving guiding, mentoring, or delegating tasks to others.

Preferred Assets

• Education: High school diploma, GED, or equivalent; higher education is an advantage.
• About one year of leadership experience in retail or sales, involving delegation, mentoring, or peer support (formal supervision or management not mandatory).
• For experiential stores with food or beverage service: food safety or liquor service certification is beneficial.

Desired Qualities

• Commitment to inclusion and diversity, fostering environments that appreciate differences.
• Integrity in conducting oneself honestly, fairly, and ethically.
• Strong focus on creating high-quality, inclusive guest experiences and connections.
• Leadership skills aimed at inspiring, motivating, empowering, and developing others.
• Effective collaboration and teamwork, working productively with others towards common objectives.
• Sound decision-making and problem-solving abilities, using logical reasoning for timely outcomes.
• Adaptability to change and resilience in dynamic, fast-paced settings.
• Excellent interactive communication skills to effectively share and understand information.

Work Environment & Physical Requirements

• The role involves moving throughout the store, which features bright lighting and loud music.
• Work activities include team collaboration, independent tasks, and use of computers or technology.
• Occasional lifting of boxes weighing up to 30 pounds (13.6 kg) may be required.
• In certain experiential stores offering food or beverages, handling industrial kitchen equipment and exposure to heat are part of the job.

Compensation and Benefits

• Base hourly pay ranges from $22.75 to $26.17, depending on location and minimum wage laws.
• Additional target bonus of $2.00 per hour, bringing total target pay between $24.75 and $28.17 hourly.
• lululemon’s pay system rewards individual and team performance, with salaries adjusted for experience, skills, and internal equity. Bonus and equity programs may be available subject to eligibility.
• Comprehensive benefits include extended health and dental coverage, mental health support, paid time off, retirement savings matching, and a substantial employee discount.
• Additional perks encompass fitness and yoga classes, parenthood top-up benefits, extensive training and development courses, mentorship, people networks, and leadership programs.

Additional Information

This opening represents an existing vacancy; initial pop-up store roles are considered new vacancies, while subsequent openings at the same location are existing. The company reserves the right to modify incentive plans, benefits, or perks anytime without prior notice.