Assistant Manager, Guest Experience

Overview

Who We Are
lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. We focus on technical fabrics, functional design, and creating transformational products and experiences that support people in moving, growing, connecting, and being well. We strive to create an equitable, inclusive and growth-focused environment for our people and to build a healthier, thriving future.

Beyond The Paycheck (Benefits & Perks)
Our total rewards program supports you in achieving your goals and focusing on the things you love. In addition to competitive base pay and a team-based bonus program, we offer paid time off, generous employee discounts, fitness/yoga classes, a parenthood top up program, and personal and professional development programs. Availability of these benefits may vary by location and employment type and may have eligibility requirements. The Company reserves the right to alter benefits at any time without advance notice.

Job Summary

The Assistant Manager, Guest Experience is a key part of the store leadership team, ensuring guests receive a quality experience in our stores every day. Reporting to the Store Manager, this role leads from the floor and is responsible for building, managing, and developing team members. They create an environment and team culture where people feel a deep sense of belonging and have opportunities to grow. They ensure their team delivers an outstanding guest experience in line with company values and directives.

Core Responsibilities Of The Job

• Create and foster a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all team members.
• Lead from and move dynamically on the floor to assess and fulfill the needs of the business, team, and guests.
• Engage directly with team members by helping them understand how their work supports the success of the store and of lululemon overall.
• Implement the Store Manager's People vision for the store and cascade it to team members using independent judgment.
• Manage the store's hiring process, including recruitment, selection, and onboarding, to build a strong and diverse team to drive key results and performance.
• Provide training and coaching to team members, closing any gaps by identifying development areas and sourcing training solutions, including leveraging existing programs and initiatives.
• Lead performance management activities, including direct feedback and continuous check-ins, facilitating team acknowledgement and rewards, managing performance documentation, and addressing performance concerns, including offboarding when necessary.
• Lead an exceptional guest experience on the floor, assessing guest connection and technical product education and collaborating with team members to maintain day-to-day store operations.
• Address guest feedback and issues, including guest escalations and urgent requests, helping to "make it right" for guests.
• Monitor and compare performance and other relevant metrics against goals to assess and close gaps in guest experience.
• Manage sell-through by monitoring product levels, ensuring accuracy of inventory counts, managing shrinkage, and organizing product deliveries in line with visual merchandising strategy.
• Actively monitor product levels and organize accurate, efficient inventory receiving and processing to sustain operational excellence.

Job RequirementsEligibility

• Must be legally authorized to work in the country in which the store is located
• Must have the ability to travel to assigned store with reliable transportation methods

Schedule/Availability

• Full-time position, 38 hours per week
• The work schedule is based on a roster and can vary based on store needs
• Shifts typically include mornings, afternoons, evenings, weekends, and holidays
• During peak times or special events, some team members may be scheduled for early mornings or late nights/overnights

Experience

• 1 year people management experience
• 1 year leadership experience, including managing business operations and administration and managing projects or processes

Job Assets (Nice to Have; Not Required)

• Education: High school diploma, equivalent, or above
• Experience: 1 year retail or sales management experience; 1 year recruiting, hiring, or training employees

What We Look For

• Inclusion & Diversity: Creates/supports an inclusive environment that values differences
• Integrity: Behaves in an honest, fair, and ethical manner
• Leadership: Leads and inspires others; motivates, empowers, develops, and directs people
• Guest Experience: Creates an inclusive, high-caliber experience and connection for every guest through the team
• Team Building: Builds teams that maximize accomplishments; encourages diverse perspectives
• Decision Making/Problem Solving: Identifies opportunities, evaluates options, and makes effective decisions
• Strategic Thinking: Plans with the long-term company strategy in mind
• Change Management Leadership: Guides others through change
• Interactive Communication: Communicates clearly and listens effectively

Work Context

• Work involves moving through a store with bright lights and loud music, and may include sitting for extended periods
• Work is performed as part of a team and may involve using a computer or other devices
• Work may require moving boxes weighing up to 30 lbs (13.6 kg)

Applicants successful in progressing to interview will be contacted by a Manager or a member of the People & Culture team. If an applicant or employee needs a reasonable accommodation to perform essential duties, they are welcome to discuss this with the Manager or People and Culture team when arranging the interview.

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